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Mmathapelo S. — Mid-Level Customer Service Specialist from South Africa

Mmathapelo S.

Mid-Level Customer Service Specialist

South Africa 6+ years
Open to offersNew to Platform
Languages
English
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About

Suelynne T. is an experienced professional based in Johannesburg with a background in customer service, reservation management, and administrative support across hospitality, technology, and consumer dispute resolution industries. In her current role as an Alternative Dispute Resolution Agent at Consumer Fundi ADRA, she handles 150–200+ customer interactions daily, maintaining over 95% accuracy in CRM systems and consistently exceeding KPIs for response times and quality. Previously, she supported high-volume data operations as a Data Processor at Managed Integrity Evaluation, and provided organizational support as an Office Administrator at WeSolve Information Technologies. Her tenure as a Reservation Agent with Tyme Global Technologies included managing bookings, client records, and meeting strict SLAs in remote environments. Earlier, at Manhattan Hotel, she administered hotel reservations and guest services. She holds an NQF Level 4 in Hospitality Services Administration from CATHSSETA.

Experience

  • Alternative Dispute Resolution Agent

    Consumer Fundi ADRA · 2026 — Present
    Managed over 150–200 daily customer interactions across inbound and outbound communication channels. Achieved over 95% accuracy in documenting customer interactions and tracking cases in CRM. Resolved customer inquiries swiftly and adhered to SLA timeframes while consistently exceeding KPIs in average handling time and quality scores.

  • Reservation Agent

    Tyme Global Technologies · 2024 — 2025
    Handled a high volume of client inquiries through phone, email, and chat channels. Processed reservations and schedule changes with precision. Addressed customer issues while ensuring service excellence and maintained comprehensive client records within CRM systems. Consistently adhered to service level agreements (SLAs) regarding response times.

  • Data Processor

    Managed Integrity Evaluation (MIE) · 2022 — 2024
    Accurately captured and processed large volumes of data. Verified information to ensure compliance with company standards. Maintained documentation and upheld data accuracy, working effectively under pressure to meet strict deadlines.

  • Office Administrator

    WeSolve Information Technologies · 2020 — 2022
    Conducted high-volume data entry tasks with a focus on accuracy. Organized filing systems and maintained confidential records. Assisted in scheduling client communication and coordination efforts, while enhancing workflow efficiency through structured administrative support.

  • Receptionist / Switchboard Operator

    Manhattan Hotel · 2015 — 2019
    Welcomed guests efficiently and oversaw the check-in and check-out processes. Handled reservations and guest inquiries with professionalism. Operated a multi-line switchboard to direct calls effectively. Processed billing and payment transactions alongside booking confirmations, all while maintaining high standards of customer service.

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