Mihlali Dlulisa

I am writing to apply for the Customer Service Representative position at your organisation. With over five years of combined experience in customer service, sales, fraud analysis, and administration across high-volume environments, I bring a strong track record of delivering professional, efficient, and empathetic support to clients while consistently meeting performance standards.

In my role as a Customer Service Agent at Icontact BPO, I handled a high-volume queue of customer requests and complaints daily, processing each in line with established procedures while maintaining a professional and friendly manner at all times. I documented every interaction thoroughly in the company's CRM system and consistently achieved quality assurance metrics and performance targets. More recently, at Genpact, I served as a frontline customer service representative for an international banking client, managing account inquiries and concerns while simultaneously performing fraud detection which was a role that demanded both precision and calm under pressure.

My time as a Sales Agent at Credico sharpened my ability to communicate clearly, build rapport quickly, and understand client needs Skills that translate directly into quality customer support. My earlier administrative role at The Revelation Spiritual Home further developed my organisational discipline, where I managed daily operations, handled financial records, and ensured smooth service delivery across all departments.

I am a top academic achiever, having completed my National Higher Certificate in Business Management at Rosebank College with three distinctions, including a 100% pass mark in Mathematics. I am currently pursuing a Bachelor of Information Systems at UNISA, where I am developing skills in data analysis, Python, and informatics. I am also proficient in Microsoft Office, CRM systems, and various communication platforms including Zoom, Microsoft Teams, and Google Meet.

I am a confident, driven, and people-focused professional who genuinely enjoys helping others and finding solutions. I thrive in fast-paced environments and take pride in delivering service that leaves customers feeling heard, valued, and supported. I would be delighted to bring this energy and commitment to your team.

I welcome the opportunity to discuss how my background and skills can contribute to your organisation.