Open to opportunities

Nqobile Dlamini

@nqobiledlamini

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Customer-focused professional skilled in support, problem-solving, and ensuring client success.

South Africa

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What I'm looking for

I seek roles where I can combine linguistic expertise and AI evaluation to improve model quality, work collaboratively, and grow in prompt engineering and QA.

I’ve always believed that the best customer experiences are built on empathy, clarity, and trust. That belief guided me during my time at Amazon, where I managed 50+ cases daily across voice, chat, and email—resolving issues quickly, reducing repeat inquiries through proactive education, and consistently meeting SLAs. I also contributed as a subject matter expert, analyzing communications and coaching peers, which helped lift both team efficiency and customer satisfaction.

Beyond customer service, I’ve taught English to international learners, designed digital learning materials, and adapted lessons to different goals—skills that sharpened my ability to communicate complex ideas simply and build lasting relationships. My BA in Psychology (with Statistics) deepened my analytical mindset while strengthening my ability to understand human behavior, a balance I now bring to customer success.

I hold certifications in Customer Success Foundations, HubSpot Service Hub Software, TEFL, and customer service, and I’m passionate about guiding customers to achieve meaningful outcomes, driving adoption, and helping businesses grow through stronger relationships.

If you’re looking for a customer-centric professional who combines data-driven insight with empathy and resilience, let’s connect—I’d love to explore opportunities to help customers succeed.

Experience

Work history, roles, and key accomplishments

Current

Customer Service (AI trainer)

Current

Invisible Technologies

Jul 2025 - Present (11 months)

Engage with advanced language models to simulate customer support, verify response accuracy, capture reproducible error traces, and recommend prompt engineering and metric improvements to raise model performance.

AI Evaluation Prompt Engineering Quality Assurance Documentation Linguistic Analysis

Telehealth Receptionist

ISTA Personnel Solutions

Nov 2025 - Jan 2026 (2 months)

Managed high-volume inbound communications for a telehealth platform, supporting patients with enquiries, scheduling, and digital health navigation. Maintained accurate records with strict confidentiality compliance, and resolved patient concerns with empathy, professionalism, and clear communication.

Customer Support Customer Service Calendar Management Scheduling Time Management

English Tutor

Freelance

Mar 2022 - Aug 2025 (3 years 5 months)

Designed and delivered customized English lessons and digital materials for international learners, improving language proficiency, learner confidence, and retention.

Lesson Adaptation Language Instruction Localization Communication

Customer service representative

Amazon Development Center South Africa

Sep 2022 - Apr 2025 (2 years 7 months)

I supported customers through voice, chat, and email, ensuring timely and effective resolution of inquiries. I collaborated across departments to troubleshoot issues while maintaining accurate case documentation and notes. By actively listening, building rapport, and educating customers on products and services, I consistently delivered a positive customer experience.

Customer Service Customer Support Customer Satisfaction Communication Skills Empathy Time Management Conflict Resolution Customer Centric Approach Active Listening Microsoft Office Excel

Customer Service DE Associate

Amazon Development Center (SA)

Sep 2022 - Apr 2025 (2 years 7 months)

Managed 50+ daily cases via voice, chat, and email, meeting SLAs and improving resolution efficiency while analysing communications to provide coaching and improve customer satisfaction.

Customer Support SLA Case Management Coaching Troubleshooting CRM

Administrative Assistant

Testaro Mobile Health

Feb 2022 - Jun 2022 (4 months)

Welcomed patients, registered and maintained confidential digital records, and provided administrative support to medical staff to streamline workflow and improve efficiency.

Patient Registration Medical Administration Customer Service Data Entry Confidentiality Scheduling Office Support

Strength & Conditioning Assistant

Rhodes University

Jan 2019 - Jan 2021 (2 years)

Assisted in developing and monitoring customized workout plans, tracked performance data, and adjusted programs to help athletes meet performance goals.

Performance Monitoring Program Design Data Tracking Workout Planning Team Collaboration

Media & Camera Crew Assistant

Rhema Durban

Jan 2014 - Jan 2018 (4 years)

Transcribed, edited, and proofread slides for live TV feeds and auditorium screens with 100% accuracy under pressure, ensuring clear on-screen communication.

Transcription Proofreading Editing Attention To Detail Time Management Broadcast Assistance