Open to opportunities

Lethukuthula Phakathi

@lethukuthulaphakathi1

Message

Customer service professional specializing in high-volume contact centre crisis response and resolution.

South Africa

Message

What I'm looking for

I’m looking for a contact centre role where I can support customers in high-volume situations, use Genesys and case management to resolve issues end-to-end, and maintain strong service quality—available for night shifts and remote/work-from-home options.

I’m a dedicated customer service professional with hands-on experience in high-volume, high-pressure contact centre environments, including emergency-response and roadside assistance campaigns. I’m known for emotional intelligence, fast and accurate decision-making, and resolving complex customer issues with professionalism.

In my current and previous roles, I manage inbound calls end-to-end, accurately capturing and logging incidents on Sirius, and using Genesys for call routing and queue management. I consistently meet performance targets like first-call resolution and quality assurance scores while coordinating emergency dispatch and third-party service providers to keep clients informed.

Experience

Work history, roles, and key accomplishments

Current

Roadside Assistance Agent

Current

Mercedes-Benz Roadside Assistance

Aug 2025 - Present (9 months)

Managed inbound roadside assistance calls end-to-end and accurately logged breakdown incidents in Sirius. Coordinated emergency dispatch with third-party service providers while using Genesys for routing and queue management, meeting daily performance targets for call handling, first-call resolution, and QA scores.

Genesys Sirius Case Management Routing Queue Management Customer Retention Quality Assurance Multitasking

Emergency Line Customer Service Rep

MTN Group

Dec 2024 - Jul 2025 (7 months)

Handled high-volume inbound emergency calls with fast, accurate decision-making and strong emotional intelligence. Captured accurate information, resolved calls swiftly while maintaining confidentiality and professionalism in crisis scenarios and team performance metrics.

Emergency Call Handling Inbound Call Management Call Resolution Confidentiality Team Collaboration Regulatory Compliance

Education

Degrees, certifications, and relevant coursework

Florida Park High School

National Senior Certificate (NSC), Secondary Education

2019 - 2023

Earned the National Senior Certificate (NSC) at Florida Park High School from 2019 to 2023, studying English Home Language, Afrikaans, Economics, Mathematics, Life Sciences, Physical Sciences, and Life Orientation.