Gugulethu Nkosi
@gugulethunkosi
I resolve telecommunications customer, billing, and technical support issues across high-volume contact centres.
South AfricaWhat I'm looking for
I resolve customer, billing, order, and technical support issues in high-volume telecommunications contact centres.
At Ison Xperiences on the Supersonic campaign, I handle inbound and outbound interactions across calls and live chat. I escalate complex cases within SLA timeframes.
Previously at Startek on the Telkom campaign, I managed 40–60 inbound technical calls daily and resolved fiber, ADSL, router, and email configuration issues. As a Case Manager, I remotely managed escalated cases through to full resolution.
I also bring experience from Vodacom and TransUnion campaigns, along with office administration work processing receipts and reconciling bank statements.
Experience
Work history, roles, and key accomplishments
Call Centre Consultant
Ison Xperiences
Jul 2025 - Present (1 year 2 months)
Handles inbound and outbound customer interactions across calls and live chat. Resolves billing queries, order processing, and technical support issues, escalating complex cases within SLA timeframes.
Call Centre Consultant / Case Manager
Startek
Aug 2023 - Jul 2025 (1 year 11 months)
Managed 40–60 inbound technical calls daily, resolving fiber, ADSL, router, and email configuration issues. Managed escalated cases remotely as Case Manager ensuring full resolution.
Trainee Call Centre Consultant
Merchants
May 2019 - Jun 2019 (1 month)
Assisted customers with account and service queries using CRM systems.
Call Centre Consultant
Merchants
Mar 2019 - Apr 2019 (1 month)
Conducted outbound calls and updated client records accurately.
Office Administrator
Khethang Properties
Jan 2008 - Dec 2009 (1 year 11 months)
Processed receipts, reconciled bank statements, and managed office administration.
Education
Degrees, certifications, and relevant coursework
Services SETA
National Certificate in Marketing (NQF Level 4), Marketing
2009 - 2010
Completed a National Certificate in Marketing (NQF Level 4) from 2009 to 2010.
Tshwane University of Technology
Certificate in Accounting Skills, Accounting
2005 - 2005
Completed a Certificate in Accounting Skills in 2005.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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