Akhona Guzana
@akhonaguzana
Experienced customer service specialist delivering empathetic, accurate support and dispute resolution.
South AfricaWhat I'm looking for
I am a dedicated customer service professional with broad experience across transport, ride-hailing, healthcare administration, and medical account management. I consistently handle high volumes of inquiries, complex disputes, payments, and sensitive member data while maintaining strong empathy and attention to detail.
My background includes roles at Bolt, Intercape Mainline Bus Services, Discovery Health and Xpedient Medical Specialists, where I investigated disputes, analyzed trip and payment data, managed CRM records, and built trusted client relationships. I am comfortable using ticketing systems and CRMs such as Zendesk and Salesforce.
I bring clear verbal and written communication in English, isiXhosa, Zulu and Sotho, a Code 8 driver's license, and certifications in administrative support and warehouse management. I am adaptable, consistent, and committed to resolving issues efficiently while protecting customer privacy.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Intercape Mainline Bus Services
Nov 2021 - May 2022 (6 months)
Processed ticket sales and handled passenger inquiries, bookings, cancellations and payments while managing lost-and-found and logging service incidents to improve customer satisfaction and operational transparency.
Customer Service Specialist
Bolt Technologies Ltd
Sep 2019 - Sep 2021 (2 years)
Handled driver onboarding verification, investigated complex fare and payment disputes, resolved account suspensions and technical issues, and documented cases in Zendesk to ensure fair outcomes and operational continuity.
Account Manager
Xpedient Medical Specialists
May 2018 - Mar 2019 (10 months)
Managed key client relationships with healthcare stakeholders, acted as primary liaison to resolve issues, drove retention strategies and used CRM tools to track account performance and opportunities.
Customer Service Consultant
Discovery Health Pty Ltd
Aug 2015 - Apr 2018 (2 years 8 months)
Responded to high-volume member inquiries, explained medical aid benefits and claims status, processed membership updates, and adhered to POPIA while meeting KPIs for AHT, FCR and CSAT.
Education
Degrees, certifications, and relevant coursework
ALAlison
Certificate, Warehouse Management
2024 - 2024
Completed an online Certificate in Warehouse Management covering inventory control and warehouse operations.
Alison
Certificate , Operations Management
2024 - 2024
Grade: Online Diploma
ALAlison
Certificate, Administrative Support
2023 - 2023
Completed an online Administrative Support certificate focused on administrative processes and support functions.
ALAlison
Certificate, Office Administration
2023 - 2023
Completed an online Office Administrative Management certificate covering fundamental administrative tasks and office systems.
Russel Road College
N5, Travel & Tourism
Completed N5 level studies in Travel & Tourism.
Phandulwazi Agricultural High School
Senior Certificate, General Secondary Education
Obtained a Senior Certificate from Phandulwazi Agricultural High School.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Job categories
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