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Dumani Dube

@dumanidube

Customer support representative at TransUnion who handled 100–120+ daily interactions with 95%+ CSAT.

At TransUnion, I supported US customers with credit-file access, disputes, fraud alerts, freezes and account setup. I handled 100–120+ daily interactions while maintaining 95%+ CSAT.

I investigated account concerns, documented cases in Salesforce and escalated complex or suspicious issues to specialist teams. I also handled confidential financial and identity information in a regulated environment.

At Huntswood, I handled UK customer enquiries about billing, services, complaints and repair bookings. I kept case records accurate and followed up with service partners on open issues.

Earlier, I supported Amazon customers at Webhelp with orders, refunds and account enquiries, and provided technical support to US customers at CCI Global. At The Unlimited, I supported customers with cover products and was promoted to trainer, coaching new staff on systems, scripts and product knowledge.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

TransUnion

Jul 2025 - Jul 2026 (1 year)

Supported US customers with credit-file access, freezes, disputes, and fraud alerts using Salesforce. Managed 100-120+ daily interactions while maintaining 95%+ CSAT and escalating complex cases.

Salesforce Fraud Alerts Account Support Case Investigation Sensitive Data Handling CRM documentation Escalation Management SLA and KPI Management

Customer Support & Sales Advisor

Huntswood

May 2024 - Jun 2025 (1 year 1 month)

Handled customer enquiries, billing, complaints, and repair bookings for UK customers. Maintained accurate case records and coordinated with service partners to resolve issues.

Customer Support Billing Complaint Handling Case Management Escalation Management CRM

Customer Service Representative

Webhelp

Oct 2023 - Jan 2024 (3 months)

Resolved order, refund, return, billing, and account enquiries for Amazon customers. Investigated issues, documented outcomes, and escalated exceptions appropriately.

Order Management Refund Processing Billing Support Account Support Ticketing Escalation Management

Data Capturer / Sales / Trainer

The Unlimited

Aug 2019 - Jun 2023 (3 years 10 months)

Supported customers with motor warranty and hospital-cover products, data capture, and claims guidance. Promoted to trainer, coaching new staff on systems and product knowledge.

Data Capture Sales Support Customer Service Training Coaching Product Knowledge