Open to opportunities

Olwethu Poswa

@olwethuposwa

Message

I resolve complex international customer issues across enterprise retail, logistics, and CRM support operations.

South Africa

Message

What I'm looking for

I'm looking for a customer operations or client success role where I can resolve complex customer issues, improve retention, work across CRM systems, and contribute to high-performing international support operations.

I’ve supported Office Depot, The Range, and Instacart campaigns, resolving complex customer issues across US and UK markets.

At Concentrix, I managed international logistics, account modifications, and multi-tier enterprise orders while maintaining data privacy, audit compliance, and strong First Contact Resolution performance. I use customer success frameworks and objection-handling protocols to turn sensitive client friction into retention opportunities.

Previously at Outworx and Capability BPO, I handled order fulfilment, product errors, dispatch bottlenecks, financial adjustments, credits, and account changes under tight deadlines. I worked closely with Quality Assurance teams to improve ticket turnaround times and sustained top-tier QA scores through accurate data capture and empathetic support.

I’m comfortable navigating high-volume, multi-channel support queues and enterprise CRM environments including HubSpot, Zendesk, Oracle, and Salesforce.

Experience

Work history, roles, and key accomplishments

Customer Service Advisor

Concentrix

Sep 2024 - Jun 2026 (1 year 9 months)

Managed end-to-end processing for complex international logistics, account modifications, and multi-tier enterprise orders within the US market. Applied strategic customer success frameworks and advanced objection-handling protocols to resolve sensitive client friction and elevate long-term retention metrics.

Advanced CRM Navigation Technical Problem Solving Cross Border Escalation Resolution HubSpot Architecture Customer Retention Data Privacy Compliance Account Negotiation