Caroline Mashaba
@carolinemashaba
Customer support team leader specializing in customer engagement, escalations, and KPI-driven service quality.
South AfricaWhat I'm looking for
I’m a customer support and customer engagement leader who thrives in fast-paced environments where every interaction matters. I coordinate daily floor operations, oversee critical escalations, and keep service quality high by validating shift targets and completing required system checks.
From my current Customer Engagement (Team Leader) role, I analyze performance against KPIs, handle chats and calls directly, and run quality checks on conversations. I troubleshoot service and technical issues, liaise with the NOC and installation teams, and regenerate customer orientation through proactive phone calls and chat support.
I also bring a strong people-and-process mindset: I foster a debate-ready culture for agents, resolve conflicts when senior leadership isn’t available, train new starters, and upskill existing team members through ongoing development. Earlier experience in customer service and shipping administration strengthened my accuracy and coordination skills, making me comfortable improving workflows end-to-end—from orders and documents to customer resolution.
Experience
Work history, roles, and key accomplishments
Customer Engagement Team Leader
iKeja Wireless
Feb 2023 - Present (3 years 4 months)
Coordinated floor operations and managed critical customer escalations through direct call/chat handling and structured troubleshooting. Performed system checks (Connexon and Cue), ensured chat/call quality, and supported training and KPI-driven performance improvements.
Customer Engagement Consultant
iKeja Wireless
Sep 2021 - Feb 2023 (1 year 5 months)
Handled customer queries primarily via WhatsApp with a commitment to 24-hour turnaround time, including signup, connectivity, payment, and installation scheduling issues. Tracked KPIs for chats and calls, troubleshot service/technical problems, and coordinated with the NOC and technical teams to resolve escalations.
Cage Administrator
ALVIVA Holdings (AXIZ)
Jun 2020 - Mar 2021 (9 months)
Planned shipments based on product availability and tracked orders to support timely deliveries. Prepared shipping documents including invoices and purchase orders with accuracy and administrative oversight.
Export Administrator
ALVIVA Holdings (AXIZ)
Oct 2019 - Jun 2020 (8 months)
Prepared shipping quotes, cargo receipts, and customs clearance-related documentation while ensuring export invoices were accurate. Tracked shipments and updated clients on progress, comparing pricing across shipping companies to support cost-effective decisions.
Customer Service Agent
ALVIVA Holdings (AXIZ)
Nov 2018 - Oct 2019 (11 months)
Assisted customers in selecting the right products/services and communicated via email, phone, and face-to-face channels. Coordinated with logistics, merchandise, and stores to resolve customer problems promptly.
Picker
Assign Services
Feb 2018 - Nov 2018 (9 months)
Picked, sorted, arranged, and labelled goods in the warehouse in line with good manufacturing practices and required safety procedures. Operated, cleaned, and maintained warehouse equipment to support safe, efficient workflows.
Education
Degrees, certifications, and relevant coursework
MICT SETA
National Certificate, Information Technology (System Support)
Earned a National Certificate in Information Technology (System Support) from MICT SETA in 2019.
Ivory Park Secondary School
Matric Certificate, Matric
Completed a Matric Certificate at Ivory Park Secondary School in 2014.
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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