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Nonhlanhla Dhlamini

@nonhlanhladhlamini

Customer Support Agent at Openferry resolving booking, refund, and payment issues for travelers.

At Openferry, I respond to traveler inquiries through Zendesk tickets, email, and chat, resolving booking changes, refunds, and payment issues. I document interactions and escalate complex issues according to procedure.

Previously, I supported Verizon and Grubhub customers with billing, account updates, refunds, and technical troubleshooting. I’ve handled support by phone, email, and chat, documenting cases in Zendesk and Salesforce.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

Openferry

Jan 2025 - Present (1 year 9 months)

Responds to customer inquiries via Zendesk tickets (45+/day) across email and chat, resolving issues professionally. Documents interactions accurately and escalates complex issues to internal teams per procedure.

Zendesk Email Support Live Chat Documentation Escalation Management Customer Satisfaction

Customer Service Associate

Verizon

Jan 2024 - Jan 2025 (1 year)

Responded to 50+ customer inquiries daily via phone, resolving billing, refunds, payments, and account updates. Documented interactions accurately in Zendesk and Salesforce and escalated complex technical issues.

Zendesk Salesforce Phone Support Billing Refunds Problem Solving Multitasking Documentation Escalation Management

Customer Service Agent - Restaurant/Customer/Driver Care

Grubhub

Jan 2022 - Jan 2023 (1 year)

Provided technical troubleshooting and resolved issues professionally for Restaurant Care. Processed refunds accurately and updated account information in Salesforce while meeting response-time goals across phone, email, and chat channels.

Salesforce Technical Troubleshooting Refunds Account Management Phone Support Email Support Live Chat Response Time