Thuli M.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformPortfolios
About
Thuli M. is an experienced Customer Service Specialist with over five years in service-driven sectors, including utilities, casinos, and international pet care. At Petlog UK, Thuli supported pet owners via multi-channel communications, managed service modifications, and leveraged CRM systems, Freshdesk, and Power BI to enhance customer records and satisfaction. During her tenure at Silverstar Casino, she resolved gaming and hospitality inquiries, processed transactions, and contributed to cross-department communication. At Electricity North West, Thuli addressed technical, billing, and account issues, delivering support on tariffs, payment plans, and regulatory compliance. Her consistent professionalism ensured efficient problem solving and high-quality support across fast-paced environments within the utilities, gaming, and pet care industries.
Experience
Customer Service Representative (Contract)
Petlog UK · 2024 — 2025Handled customer inquiries through phone, email, chat, and messaging platforms, offering assistance to pet owners regarding pet care services. Managed scheduling, service modifications, and cancellations. Analyzed customer feedback to enhance service offerings while escalating complex issues to the back-office team. Utilized CRM, Power BI, Microsoft Suite, and Freshdesk for customer record management and ensured high customer satisfaction to promote client retention.Customer Service Specialist (Contract)
Silverstar Casino · 2023 — 2024Provided friendly and professional support to guests concerning gaming and hospitality services, effectively responding to inquiries, processing transactions, and resolving service-related issues. Managed various communication channels, including emails and inbound calls, while assisting with account issues and escalating complaints when required. Supported promotional activities and maintained accurate customer records, facilitating seamless communication between departments.Customer Service Specialist
Electricity North West · 2019 — 2022Served as the first point of contact for utility-related customer inquiries, addressing technical, billing, and account issues in a professional manner. Provided guidance on tariffs, payment plans, and energy-saving opportunities, handling sensitive cases involving customers facing financial difficulties. Delivered high-quality service in a fast-paced environment by processing payments, updating account details, and tracking service requests while ensuring compliance with regulations.
Skills & Expertise
Education
- NQF Level 4 QualificationWestcol College · — — 2019
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