Namhla Mbete

Nolufefe Namhla Mbete Contact details available upon request Professional Summary Dedicated and results-driven Customer Service Professional with over 4 years of experience in the financial and telecommunications industries. Skilled in customer retention, contract management, technical troubleshooting, and process improvement. Recognized for delivering exceptional customer experiences, training new advisors, and ensuring efficient service delivery in fast-paced environments. Highly proficient in MS Office, End-User Computing, and IT support fundamentals. Core Skills • Customer Relationship Management • Contract & Account Queries • Billing and Retentions • Technical Support & Troubleshooting • MS Word, Excel, PowerPoint • End-User Computing & IT Tech • Team Coaching & Performance Support • Process Improvement & Efficiency Work Experience Virtual Receptionist – HGS Global June 2025 – Present • Manage inbound calls for over 200 US-based companies, ensuring prompt and accurate message handling. • Forward critical information to clients while maintaining confidentiality and service quality. • Provide efficient and friendly customer experiences across multiple sectors. Customer Services Advisor (Broadband Department) – Concentrix – Cape Town (Sky UK) Sept 2024 – Feb 2025 • Assisted UK customers with broadband provisioning, technical support, and installation scheduling. • Handled billing enquiries and account adjustments with accuracy and empathy. • Provided side-by-side coaching to new advisors and supported onboarding after training. • Led morning briefs to communicate process updates and performance expectations. Customer Services Agent – TFG Financial Services – Head Office/TFG Connect May 2023 – May 2024 • Handled contract queries, cancellations, porting, SIM swaps, and account troubleshooting. • Supported customer retention by resolving issues effectively and ensuring satisfaction. • Collaborated with cross-functional teams to streamline communication and customer workflows. Repairs Assistant (Volunteer/Freelancer) – HT Repairs – Bellville June 2020 – Dec 2020 • Performed hardware replacements, software installations, and password recoveries. • Assisted with laptop damage repairs, diagnostics, and software configuration. • Enhanced troubleshooting efficiency through hands-on technical experience. Education • Certificate in End-User Computing & IT Tech – iCollege • Grade 12 – Completed