Mbali M.
Senior Remote Customer Support Specialist
Open to offersNew to PlatformAbout
Mbali M. is a Johannesburg-based Client Services and Call Centre Professional with over 10 years of hands-on experience supporting high-volume customer environments in healthcare and international service sectors. Most recently, as a Customer Support Agent & Appointment Setter for Dailhelp, she provided multichannel support to international clients, effectively using Zendesk, Freshdesk, and other CRM systems to manage queries and appointments for US-based customers. At Lancet Laboratories, Mbali held roles from Sales Operations & CRM Marketing Coordinator to Call Centre Supervisor, where she managed inbound and outbound communication, coordinated client schedules, tracked invoices, and led teams to meet stringent Service Level Agreements (SLA). Her expertise centers on complaint resolution, CRM data management, and supporting clients and teams across multiple time zones.
Experience
Customer Support Agent & Appointment Setter (Seasonal Contract)
Dailhelp · 2025 — 2025Provided remote customer support through phone, email, and chat for international clients. Managed high volumes of inbound and outbound inquiries with efficiency and professionalism. Scheduled and confirmed appointments, ensuring calendar accuracy while utilizing Zendesk, Freshdesk, and CRM systems to log customer interactions. Maintained detailed records with a focus on data accuracy and supported US-based clients across various time zones.Sales Operations & CRM Marketing Coordinator
Lancet Laboratories · 2018 — 2025Oversaw high-volume communications across phone, email, and CRM platforms, ensuring accurate documentation of all customer interactions in the CRM system. Coordinated scheduling efforts between clients and operational teams for effective service delivery. Handled invoice tracking and follow-ups on outstanding payments while developing strategies aimed at enhancing operational efficiency and customer satisfaction.Client Services Call Centre Supervisor
Lancet Laboratories · 2017 — 2018Managed daily operations within a busy call center environment, supervising team performance to meet SLA targets consistently. Addressed escalated complaints and complex customer issues, providing necessary coaching and training to enhance service quality. Generated and presented daily performance reports to management.Client Services Call Centre Representative Team Leader
Lancet Laboratories · 2015 — 2016Directed a team of customer service representatives focused on inbound and outbound calls. Evaluated call quality to ensure compliance with established service standards. Handled shift scheduling and team coverage while training staff on necessary processes, systems, and service updates to resolve escalated customer concerns.Client Services Call Centre Representative
Lancet Laboratories · 2014 — 2015Managed inbound calls and email inquiries from clients, assisting with service bookings and addressing customer queries. Ensured accurate record-keeping of all interactions while delivering excellent customer service in a fast-paced setting.Accounts Collection Call Centre Agent
Lancet Laboratories · 2012 — 2013Performed outbound calls to customers with overdue accounts, negotiating payment plans and commitments while maintaining professional communication regarding sensitive financial matters. Updated payment records and conducted follow-ups on outstanding balances.
Skills & Expertise
Education
- National Senior Certificate (Matric)Institution not specified
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