Open to opportunities

Fortunate Duma

@fortunateduma

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Customer Support Specialist with 5+ years resolving complex queries and delivering high-quality service remotely.

South Africa

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What I'm looking for

I’m looking for international remote customer support work where I can handle live chat, email, and phone queries, resolve complaints, de-escalate conflicts calmly, work with CRM and ticketing tools, and support a team through training and consistent performance.

I’m a customer-focused support professional with 5+ years of experience delivering high-quality service in fast-paced retail and contact centre environments. I resolve complex customer queries, handle high-volume interactions with professionalism, and build lasting customer relationships via phone, chat, and email.

In my roles, I’ve strengthened customer retention through complaint resolution and calm conflict de-escalation, supported accurate operations through precise data entry and ticketing workflows, and onboarded new team members on customer service standards and complaint handling protocols. I stay accurate under pressure, communicate clearly, and’m ready for international remote support work.

Experience

Work history, roles, and key accomplishments

Customer Service Associate

KFC

Sep 2021 - Jul 2023 (1 year 10 months)

Managed 50–100+ customer interactions per shift via in-person, phone, and order-system channels, resolving complaints promptly and maintaining customer loyalty. Processed high-volume cash transactions with zero end-of-shift discrepancies and onboarded/trained new team members to improve peak-hour customer experience.

Complaint Resolution Customer Retention Cash Handling Staff Training Cross Functional Collaboration

Customer Service & Till Operator

Woolworths

Apr 2019 - Aug 2020 (1 year 4 months)

Delivered accurate point-of-sale service with consistently positive customer feedback, reconciling end-of-day till balances and maintaining sales records. Assisted customers with product, promotions, and store policy queries, resolved disputes calmly, and trained new till operators on company protocols.

Point of Sale Till Reconciliation Customer Support Dispute Resolution Attention To Detail Staff Training Brand Compliant Service

Telephone Interview Agent

Plus4 Research

Mar 2017 - Sep 2017 (6 months)

Conducted structured telephone interviews, averaging 30–40 completed surveys per week with high accuracy and consistency. Collected and entered data while maintaining strict confidentiality, following scripted processes, adapting communication tone, and meeting daily throughput targets independently.

Telephone Interviewing Survey Data Entry Confidentiality Professional communication Throughput Target Management Accuracy Under Pressure