Zama Mbhele

Highly experienced Client Service and Administration professional with over 10 years in customer-facing, call centre, data capturing and claims/administrative environments. Recognised for delivering excellent service, resolving client queries efficiently, processing documentation accurately, and maintaining high compliance and quality standards. I bring strong knowledge of customer service principles, data accuracy, PoPIA compliance, stakeholder engagement and claim-related administration — all essential for a Walk-In Consultant role.

I am reliable, detail-oriented, respectful and committed to resolving client enquiries on first contact.

Administrator/Receptionist - Natal Stainless Steel - Durban

(2026-02 - 2026-05)

• Implemented and maintained filing systems, ensuring organized and accessible documentation.
• Monitored office supplies inventory, placing timely orders to prevent disruptions in office operations.
• Assisted in preparing financial reports by gathering and verifying data from multiple departments.
• Handled incoming and outgoing correspondence, ensuring prompt distribution and follow-up on urgent communications.

Business Administrator - Steamhouse Engineering - Durban

(2025-08 - 2025-10)

• Developed and streamlined office procedures to enhance efficiency and reduce operational costs within a dynamic business environment.
• Monitored compliance with company policies and regulatory requirements, facilitating smooth business administration.
• Facilitated communication between management and staff to support business operations and employee engagement.
• Coordinated client meetings and prepared agendas to ensure productive discussions and timely follow-up on action items.

Data Capturer - KZN Municipal Pension Fund - Durban

(2024-09 - 2024-12)

• Assisted walk-in clients with applications and completing required documents.
• Verified member information and eligibility for funds.
• Scanned, indexed and submitted documents for approval.
• Gained experience handling sensitive information under strict compliance.

Agent - Gas and Electricity Division - WNS Global Services - Durban

(2024-02 - 2024-04)

• Resolved high-volume telephonic queries within set SLAs.
• Handled complex account management tasks, including updating customer information and processing service requests for gas and electricity accounts.
• Conducted verification and validation of customer data to ensure accuracy in billing and service provision.

Receptionist - Growthpoint Properties - Durban- Westville

(2023-03 - 2023-08)

• Provided walk-in customer service and handled enquiries professionally.
• Managed lost-and-found, email communication, telephone queries and contractor enquiries.
• Processed invoices/payments, reconciliations and turnover figures on internal systems (Fraction, RMI).
• Coordinated bookings, office stock, and reporting.
• Answered and managed multi-line phone systems, routing calls promptly to appropriate personnel.
• Scheduled and coordinated appointments and meetings, optimizing calendar management for executives.

Agent - Customer Service - Outworx Contact Centre - Umhlanga

(2021-11 - 2023-01)

• Captured and updated customer details accurately using systems such as Zendex and Salesforce.
• Managed client queries, ensuring excellent service and adherence to SLAs.
• Documented and escalated complex customer complaints to appropriate departments, ensuring timely follow-up and resolution.
• Collaborated with cross-functional teams to address customer feedback and improve overall service quality.
• Maintained up-to-date knowledge of company policies, promotions, and procedures to assist customers effectively.

Receptionist - The Federated Employers' Mutual Assurance Company - Durban

(2016-02 - 2021-01)

• Assisted walk-in clients, pensioners and contractors with superior service.
• Managed meeting rooms, minutes, schedules and administrative coordination.
• Assisted in registry and documentation processes.
• Strengthened understanding of insurance/medical-adjacent processes.
• Managed front desk operations including greeting visitors, answering phone calls, and handling inquiries efficiently to ensure a positive first impression.
• Monitored office supplies inventory and placed timely orders to prevent disruptions in office operations.

Data Capturer - Standard Bank - Durban

(2012-05 - 2013-12)

• Captured and verified client FICA information with accuracy.
• Assisted customers with account switching and debit order updates.
• Entered and updated large volumes of data into company databases with high accuracy, confidentiality and attention to detail.

Data Capturer - First National Bank - Durban - Pinetown

(2011-05 - 2011-12)

• Scanned, captured and verified FICA and banking information.
• Assisted walk-in clients with account updates and switching.
• Maintained strict document accuracy and compliance.

Advanced Certificate in Excel - Excel Academy, Durban (2020-10 - 2020-11)

Certificate in Professional Receptionist and Personal Assistant - Damelin, Durban (2016-10 - 2016-12)

Certificate in Business Studies - University of Natal - Business Studies Centre, Durban (2001-01 - 2001-06)

High School (National Senior Certificate) - Ridge Park College, Durban (1995-01 - 2000-12)