Botlhale Z.
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Botlhale M. is an experienced professional in the telecommunications industry, with a background as an Inbound Call Centre Agent at MerchantsCX and as a Cellphone Sales Agent at Provantage Marketing and Promotion. At MerchantsCX, Botlhale managed high volumes of inbound queries, assisting customers with account inquiries, billing issues, activations, upgrades, and technical troubleshooting for telecommunications products while maintaining high standards in customer satisfaction and call resolution metrics. At Provantage, Botlhale promoted and sold mobile phones and service plans, consistently meeting sales targets and ensuring accurate processing of transactions and contract renewals. Botlhale holds an AWS Cloud Practitioner Certificate from the AWS Re/Start Cloud Program and completed second-year studies in a Bachelor of Commerce (BCom) in Accounting at the University of Johannesburg.
Experience
Inbound Call Centre Agent
MerchantsCX · 2025 — 2025Managed high volumes of inbound customer calls regarding telecommunications products and services. Addressed account inquiries, billing issues, service activations, upgrades, and provided technical troubleshooting support. Resolved customer issues while ensuring customer satisfaction and first-call resolution. Updated customer information accurately in CRM systems, following company protocols. Followed call quality standards, scripts, and performance metrics such as AHT, QA, and CSAT. Escalated complex matters to appropriate departments when necessary and promoted relevant products and service upgrades to meet customer needs.Cellphone Sales Agent
Provantage Marketing and Promotion · 2023 — 2024Marketed and sold mobile phones, accessories, and telecommunications service plans to both new and existing customers. Interacted with customers through face-to-face and outbound sales, determining their needs and suggesting appropriate products. Continuously achieved individual and team sales targets, KPIs, and promotional objectives. Informed customers about device features, pricing, contracts, and promotions to facilitate effective purchasing decision-making. Accurately processed sales transactions, upgrades, activations, and contract renewals. Maintained current knowledge of products to effectively communicate value propositions and after-sales support to enhance customer satisfaction.
Skills & Expertise
Education
- Bachelor of Commerce (BCom) in Accounting — Second-Year Studies CompletedUniversity of Johannesburg · 2011 — 2013
- Matric CertificateMorris Isaacson High School, Johannesburg · — — 2008
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