Looking for a job

Innocentia Nzama

@innocentianzama

Customer service and sales professional at Hilton Hotel, supporting guest enquiries and resolving service concerns.

At Hilton Hotel, I assisted guests with enquiries and service requests, responding to concerns with patience and escalating issues when needed.

At Concentrix South Africa, I handled customer interactions for the SiriusXM USA Campaign. I identified customer needs, addressed questions and objections, and worked toward sales, retention and service-quality targets.

At CCI Call Centre, I responded to customer enquiries and documented interactions while following required processes. Earlier, at MTN, I assisted customers with mobile products and services and supported sales targets.

I’ve supported customers in hospitality and contact-centre environments, including local and international customers. I’m available immediately and bring experience in customer support, sales, retention and CRM systems.

Experience

Work history, roles, and key accomplishments

Guest Service / Customer Service

Hilton Hotel

Jul 2025 - Aug 2026 (1 year 1 month)

Assisted guests with enquiries and service requests in a hospitality environment, communicating professionally and escalating issues when needed. Worked with colleagues to support smooth day-to-day guest service.

Guest Service Customer Service Communication Skills Problem Solving Teamwork

Sales Agent

Concentrix South Africa

Feb 2022 - Jun 2025 (3 years 4 months)

Handled customer interactions for a US campaign, identifying needs and presenting suitable solutions. Worked toward sales, retention, and service-quality targets while maintaining professional customer interactions.

Sales Customer Service Active Listening Communication Skills CRM Retention

Customer Care Agent

CCI Call Centre

Aug 2016 - Jan 2022 (5 years 5 months)

Responded to customer enquiries and resolved service issues in a busy contact-centre environment. Documented interactions accurately and followed required processes while working toward productivity and quality expectations.

Customer Service Communication Skills Data Entry Problem Solving Time Management

Sales Agent

MTN

Jan 2013 - Dec 2015 (2 years 11 months)

Assisted customers with mobile products and services, promoted suitable products, and supported sales targets. Built customer rapport through clear communication and follow-up.

Sales Customer Service Communication Skills Upselling Rapport Building