Phumla N.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Phumla M. is a dedicated professional with over 5 years of experience specializing in customer support, debt recovery, and back office operations. At Nutun CX, she excelled as a Customer Service Advisor from June 2022 to March 2025, where she skillfully managed inbound and outbound queries for Severn Trent and Anglian Water. Her role included data verification and case management, ensuring compliance with POPIA while consistently meeting KPIs for resolution time and customer satisfaction. Prior to this, Phumla delivered exceptional results at MCS Debt Recoveries as a Debt Collector, managing end-to-end debt collection for the Capfin Loan campaign and achieving top collector status in November 2019. Her strong interpersonal skills facilitate negotiation and effective problem-solving, qualities that drove her recognition as a Top Achiever and Top Agent. Phumla's educational background includes an Aviation Certification from Skyy Aviation Academy and a Grade 12 completion from Trenance Park Secondary School.
Experience
Customer Service Advisor
Nutun CX · 2022 — 2025Managed inbound and outbound customer interactions for Severn Trent and Anglian Water through voice and WhatsApp channels. Conducted back office operations, including account updates, billing adjustments, data verification, and case management using CRM systems. Investigated intricate cases, collaborated with internal teams, and ensured compliance with detailed, POPIA-compliant record-keeping. Persistently met performance indicators for resolution time, quality assurance, and customer satisfaction.Debt Collector
MCS Debt Recoveries · 2018 — 2022Oversaw comprehensive debt collection processes for the Capfin Loan campaign. Executed various back office procedures such as payment processing, account reconciliation, and customer record management. Facilitated negotiations for payment arrangements and meticulously documented all interactions. Regularly reached monthly targets.
Skills & Expertise
Education
- Grade 12Trenance Park Secondary School
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