Open to opportunities

Delisa Ngwenya

@delisangwenya

Customer Support and Booking Assistant with 13+ years in high-volume remote service, fraud investigations, and CRM-driven resolution.

Eswatini

Message

What I'm looking for

I’m looking for a remote role where I can deliver high-quality customer support and accurate data handling using CRM tools—helping customers confidently through complex inquiries while continuing to grow through measurable performance and clear processes.

I’m a Dedicated Customer Support and Booking Assistant with over 13 years of experience in high-volume environments, specializing in Customer Support, Data Entry, and Scheduling. I’m known for providing exceptional Email Management and Phone Support while utilizing CRM Software to streamline Remote Work Operations.

In my current role as a Consumer Support Specialist (TRANSUNION, USA, REMOTE), I perform comprehensive fraud investigations on consumer credit reports, resolving over 40 cases per week to ensure data integrity and security. I advise consumers on credit utilization strategies and credit building, contributing to a 15% increase in positive customer feedback regarding financial literacy. I also manage the opening and tracking of disputes on consumer credit reports using CRM Software, and I execute security protocols to freeze or block credit reports when suspicious activities are detected.

Previously, as a Tech Support Agent (PARICUS LLC, REMOTE), I maintained a 98% resolution rate for software inquiries and improved average response times by 20% through phone support, email management, and chat channels. At AMAZON (ONLINE, REMOTE), I exceeded daily quality targets by 10%, tracked and escalated 60+ issues per shift using CRM software and internal systems, and consistently ranked in the top 5% of the virtual support team. Earlier customer-facing and administrative experience—from travel bookings at COMAIR LIMITED to scheduling and executive support in Eswatini—shaped my strong customer success mindset, attention to detail, and ability to coordinate effectively under pressure.

Experience

Work history, roles, and key accomplishments

Current

Consumer Support Specialist

Current

Transunion

Jun 2022 - Present (4 years)

Performed comprehensive fraud investigations on consumer credit reports, resolving 40+ cases per week to protect data integrity and security. Managed disputes using CRM systems and provided phone/email support, helping drive a 15% increase in positive customer feedback.

Fraud Investigation CRM Software Phone Support Credit Utilization Analysis Customer Support Data Privacy Security Protocols

Tech Support Agent

Paricus Llc

Aug 2021 - Mar 2022 (7 months)

Provided technical assistance and troubleshooting across phone, email, and chat, maintaining a 98% resolution rate for software inquiries. Improved response times by 20% through faster issue handling and accurate data entry and escalation of recurring problems.

Troubleshooting Technical Support Phone Support Chat Support Data Entry CRM Software Escalations Customer Success

Chat Support Agent

Sketch And Etch Co

Mar 2021 - Aug 2021 (5 months)

Handled customer order inquiries via real-time chat, multitasking across 5+ simultaneous conversations to support e-commerce customers. Met company performance metrics by managing high inquiry volumes and coordinating with logistics to resolve customer needs.

Chat Support E commerce Support Order Inquiries Multitasking Customer Satisfaction Customer Success Logistics Coordination

Virtual Customer Support Agent

Amazon

Jan 2020 - Mar 2021 (1 year 2 months)

Resolved customer issues via phone, email, and chat while exceeding daily quality targets by 10%. Tracked and escalated 60+ customer issues per shift using CRM and internal systems, maintaining top 5% performance on response time and quality scores.

Customer Support Phone Support Chat Support CRM Software Case Management Customer Escalation Performance Metrics Quality Assurance

Junior Customer Service Agent

Comair Limited

Sep 2018 - Dec 2020 (2 years 3 months)

Assisted customers with flight bookings, baggage inquiries, and travel planning in a high-pressure airport environment. Coordinated with team members to support smooth operations and resolved complaints and ticketing issues to improve travel customer success outcomes.

Travel Planning Ticketing Support Customer Service Team Coordination

Admin Assistant

Total Placement Solutions

Jul 2015 - Aug 2018 (3 years 1 month)

Managed high-volume data entry and scheduling tasks, including appointment setting and correspondence management. Supported administrative projects for client placements and met strict deadlines with strong organizational and attention-to-detail skills.

Data Entry Scheduling Appointment Setting Correspondence Management Administrative Support Record keeping

Personal Assistant to CEO

Bible Society In Eswatini

Jun 2011 - Jun 2015 (4 years)

Managed the CEO’s calendar and travel arrangements, coordinating scheduling and travel planning to support executive operations. Coordinated high-level meetings and provided executive email management while maintaining confidential records and files.

Travel Planning Calendar Management Meeting Coordination Executive Administration Administrative Support