Itumeleng Mofutsanyana

I’m a Customer Support & eCommerce Specialist with 5+ years of experience delivering high-quality customer experiences across email, chat, and phone. I’m known for resolving high-volume inquiries, reducing response times, and improving customer satisfaction through strong CRM workflows and clear communication.

As an Independent Customer Support Consultant (Freelance), I managed 50+ daily customer inquiries via email and live chat. I resolved customer issues with high satisfaction, assisted with order tracking, refunds, and product queries, and maintained accurate CRM records while improving response efficiency through workflow improvements.

Previously, as a Web Administrator for South African Airways (SAA), I managed corporate eCommerce website content and updates, configured payment systems and product listings, and conducted QA testing before deployment. I also supported digital marketing campaigns and escalated and tracked technical issues to keep launches and customer journeys on track.

Earlier, as a Customer Service Agent at Galileo South Africa, I handled high-volume inbound/outbound calls and emails while resolving complaints and processing orders. I bring first-line technical support experience, plus ITIL certification and relevant GDS training that strengthen how I troubleshoot, document, and follow through.