Gugulethu M.
Mid-Level Telecommunications Customer Service Specialist
Open to offersNew to PlatformAbout
Gugulethu A. is an experienced Customer Service Representative, appointment setter, and office administrator based in South Africa, with a career spanning the telecommunications and administrative services industries. At Excess Telecom, Gugulethu A. managed high volumes of inbound and outbound customer calls, resolved account and billing issues, processed service activations and cancellations, and maintained meticulous records in CRM systems such as Zoho and MRS. During her time at Lionet, she executed outbound calling campaigns, qualified leads, and scheduled appointments while consistently achieving productivity goals in fast-paced remote environments. Gugulethu A. also provided comprehensive administrative support at Laundry Dynamics, overseeing calendar and meeting management, documentation, data entry, and interdepartmental coordination. Her proven expertise in customer engagement, appointment scheduling, and problem-solving is complemented by advanced use of Google Workspace and Microsoft Office tools.
Experience
Customer Service Representative
Excess Telecom · 2023 — 2025Managed a high volume of inbound and outbound customer calls with professionalism and efficiency. Assisted customers with inquiries about accounts, resolved billing issues, and facilitated service activations or cancellations. Utilized empathy and problem-solving skills to handle complaints effectively. Recorded interactions accurately within CRM systems to support follow-up and documentation. Provided information on products and services to enhance customer retention. Escalated complex issues as needed, while adhering to company policies and quality standards.Appointment Setter
Lionet · 2021 — 2022Conducted outbound calls to potential clients to present services and generate leads. Followed a structured script while engaging in confident and natural conversations. Scheduled qualified appointments for sales teams, confirming and rescheduling as necessary to minimize no-shows. Documented customer information and call results in CRM systems accurately. Achieved daily targets in call volume and appointment setting. Addressed objections skillfully and maintained motivation in a high-volume environment. Worked closely with sales and operations teams to enhance booking success.Office Administrator
Laundry Dynamics · 2012 — 2020Delivered administrative support to management and operational teams. Coordinated calendars, meetings, and office schedules. Efficiently managed emails, documentation, and data entry tasks. Produced reports and updated records, maintaining accuracy throughout. Assisted with onboarding processes and facilitated office coordination efforts. Acted as a liaison between departments and external clients to ensure smooth communication and operations.
Skills & Expertise
Education
- HIGH SCHOOL DIPLOMABeverly College
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