Paballo Tony
@paballotony
Customer service professional specializing in fintech app support, CRM case management, and rapid issue resolution.
South AfricaWhat I'm looking for
I’m a results-driven Customer Service and Call Centre professional with 3+ years of experience in high-volume BPO environments, fintech app support, and international client services. I consistently meet KPIs and SLAs while maintaining high customer satisfaction scores through clear communication and reliable follow-through.
In my recent role as a Call Centre Agent at VodaPay Service Desk – Merchants, I resolved 50+ daily customer queries on the VodaPay Super App, covering KYC/biometric registration, payment failures, and account access issues. I logged, tracked, and escalated service requests via CRM tools, guided customers through app setup and identity verification, and maintained accurate case records to build a useful team knowledge base.
Before that, I supported international clients (US market) across health insurance and food delivery platforms through my work with Health IQ & GrubHub. I handled account queries and escalations, resolved complex complaints with active listening and empathy, and kept customer records clean and up to date to protect data integrity across CRM entries.
Experience
Work history, roles, and key accomplishments
Music Journalist & Content Writer
We Plug Good Music
Apr 2022 - Present (4 years 2 months)
Researched and published music articles, artist features, and industry commentary under tight editorial deadlines. Applied strong written communication and independent research to support timely publishing and content quality.
Call Centre Agent (VodaPay)
Dimension Data
Jul 2024 - Dec 2025 (1 year 5 months)
Resolved 50+ daily customer queries on the VodaPay Super App, including KYC/biometric registration, payment failures, and account access issues. Logged, tracked, and escalated cases via CRM while meeting SLA targets and maintaining detailed, compliant documentation.
Customer Support Call Centre Agent
CCI South Africa
Mar 2022 - Apr 2023 (1 year 1 month)
Provided international customer support (US market) for Health IQ and GrubHub, handling account queries and escalations. Met QA requirements by maintaining accurate CRM records and resolving complex complaints in a metrics-driven, high-pressure environment.
Education
Degrees, certifications, and relevant coursework
Regent Business School
Diploma in Public Relations Management, Public Relations Management
Currently enrolled in a Diploma in Public Relations Management at Regent Business School.
Boston City Campus
Music Business Programme, Music Business
Grade: Distinction (75%)
Activities and societies: SAMRO bursary recipient.
Completed the Music Business Programme at Boston City Campus, graduating with distinction.
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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