Ntombenhle Penelope Nsele
@ntombenhlepenelopens
Customer support professional at MultiChoice who handled voice and chat inquiries and coached customer-care team members.
South AfricaWhat I'm looking for
At MultiChoice, I managed customer accounts and supported customers through voice and digital channels, including chat. I handled service requests, escalations and follow-ups, coordinating with internal, technical and support teams through to resolution.
I tracked service and quality measures including AHT, FCR and CSAT, using Tableau, Power BI and Citrix. I also prepared operational reports and maintained records for audits and compliance checks.
As an OmniChannel Relationship Consultant, I led and coached customer-care team members through training sessions, briefings and performance feedback. Before that, as a Service Warrior / Retentions Consultant at MultiChoice, I managed account updates and coordinated customer follow-ups and call-backs.
At CCI International, I worked as a Call Centre Agent on the Foxtel Campaign, verifying customer accounts, updating profiles and logging queries. I’m seeking remote customer support opportunities and am open to international shifts.
Experience
Work history, roles, and key accomplishments
OmniChannel Relationship Consultant
MultiChoice
Oct 2019 - Jul 2026 (6 years 9 months)
Managed customer accounts and provided support through voice and digital channels, including chat. Handled escalations, tracked performance metrics, and prepared reports.
Service Warrior / Retentions Consultant
MultiChoice
May 2017 - Sep 2019 (2 years 4 months)
Managed customer accounts, ensured data integrity, and coordinated follow-ups and service requests. Worked with teams to resolve customer issues and escalations.
Call Centre Agent – Foxtel Campaign
CCI International
Feb 2015 - Feb 2017 (2 years)
Performed customer account verification, profile updates, and accurate data capture on CRM systems. Logged and tracked customer queries and followed quality assurance standards.
Education
Degrees, certifications, and relevant coursework
Management College of Southern Africa
Bachelor of Commerce, Human Resource Management
2024 -
Pursuing a Bachelor of Commerce in Human Resource Management, expected completion in 2027.
University of South Africa
Higher Certificate, Business Administration
2021 - 2022
Completed a Higher Certificate in Business Administration from 2021 to 2022.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Job categories
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