This is my profileContact via CazVid
Mbalenhle
HR and Administrative Professional with 7+ years in Customer Relations and Occupational Health & Safety
Video resume
Contact
Competencies
Skilled in managing stakeholder relationships to foster positive communication and trust.
Proficient in onboarding, record-keeping, and compliance to ensure efficient HR operations.
Experienced in implementing workplace health and safety policies and managing incident reports.
Capable of analyzing data to generate reports that support organizational decision-making.
Effective communicator with strong interpersonal skills, adept at issue resolution and facilitation.
Education
Languages
Summary
Dedicated HR and admin specialist with over 7 years of experience in customer relations, onboarding, and workplace safety. Proven ability to streamline processes and enhance stakeholder engagement.
Key Achievements
- Streamlined onboarding and employee record management, improving HR process efficiency at Umnotho We Afrika.
- Supported workplace health and safety compliance, reducing incident reports at Hyundai Automotive South Africa.
- Led customer and employee relations initiatives, enhancing communication and issue resolution.
- Contributed to data analysis and reporting, supporting decision-making processes.
Experience
Consultant
Managed customer service and internal HR administrative tasks including updating employee records and supporting onboarding documentation.. Responded to client and team member queries regarding workplace policies and benefits.. Facilitated internal staff training sessions, including induction and soft skills training.. Maintained digital and physical filing systems for HR and client-related documentation.. Prepared reports analyzing service and employee performance metrics.. Supported compliance with labor and SETA requirements through accurate record-keeping.. Delivered customer-focused support by handling client queries telephonically and via email, ensuring professional and timely resolution of service-related issues.. Managed multiple customer interactions simultaneously while maintaining high service standards and attention to detail.. Maintained strong relationships with clients and internal stakeholders through effective communication and follow-up.. Assisted customers with administrative and service fulfillment processes while ensuring compliance with company procedures and turnaround times.. Utilized Microsoft Office tools including Excel, Word, and Outlook for reporting, communication, and record management.. Demonstrated strong telephone etiquette and written communication skills in all customer engagements.. Worked independently and collaboratively within teams to meet operational deadlines and service delivery expectations.. Supported onboarding, training coordination, and customer documentation processes with accuracy and professionalism.. Quickly adapted to new systems and processes, demonstrating the ability to learn independently and upskill in fast-paced environments.. Maintained a courteous, professional, and customer-centric approach when handling escalations and sensitive customer matters.
Occupational Health and Safety Officer
Provided support in HSE functions related to workplace health and safety policy compliance.. Coordinated incident and grievance reporting, maintaining documentation in line with HR protocols.. Communicated health and safety updates to employees, contributing to staff awareness and morale.. Worked closely with HR to track training attendance and maintain staff safety training records.
Skills
Video Transcript
Video Transcript 1
While working in the call center as a team, we were tasked to work on customer retention and my role was to actively listen to customers and come up with retention measures, how we can retain the customers. And I also contributed by sharing certain techniques and certain ways of trying to retain customers with my colleagues. That way, we reached our target of retention.
Video Transcript 2
Firstly, it's acknowledging that the customer, the customer's frustration, making sure that they see that you are empathetic towards them and their current situation. And secondly, take down all the details of the customer and what the query is. If it's, I can resolve it there and then. If it wasn't a query that I could resolve there and then, I would actually resolve it. But if I need to escalate it to the next department, I would advise the customer that I'm escalating this to the next department. And then I'll keep you informed and updated on how things are until we find a resolution to the issue.
Video Transcript 3
Firstly, I acknowledged the customer's frustration, and then I showed empathy by making sure that they understand that I understand their frustration. And then I wrote down all the details of the customer and what the query was. And then obviously, I kept the customer informed the whole time as I was writing down all this information. And then if the matter needs to be escalated, I will advise that I'll escalate it to the next department. Also, if we need to troubleshoot, we try a number of options to see how we can resolve the query. If it's unresolvable by me, then I'd escalate it to the relevant one.
Video Transcript 4
Well, when I was working for Celsi, you'd get customers calling in because they're getting double debited every month and they'd actually want to cancel their contracts. So I ensured that I take down all the details. I made sure that the debit order date was one date because they were getting debited on two different dates. I sorted out that issue with the customer and then we managed to retain the relationship. So we managed to retain the relationship with the customer. So yeah.