Open to opportunities

Penelope Skhosana

@penelopeskhosana

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Customer support professional with 4+ years managing high-volume, multi-channel client interactions efficiently.

South Africa

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What I'm looking for

I’m looking for a customer support role where I can own high-volume cases across phone/email/live chat, hit SLA targets, use CRM tools, and improve service through feedback-driven process enhancements and cross-team collaboration.

I’m a customer-focused support professional with 4+ years of experience managing high-volume, multi-channel client interactions across fast-paced environments. I resolve issues efficiently, maintain accurate records, and collaborate cross-functionally to deliver consistent, quality service.

In my Customer Support Administrator role, I managed 50–80 inbound client inquiries daily via phone, email, and walk-in channels. I triaged and prioritised cases by urgency to meet service-level targets, logged every interaction in a digital CRM, and ensured complete documentation from open to close while using tools like Zendesk and TeamViewer.

I bring a calm, empathetic communication style under pressure, and I’m skilled at conflict resolution, documentation, and escalation. I also improved consistency and efficiency by developing response templates and FAQ documents, captured client feedback and recurring complaint trends for management, and coordinated with operations, finance, and property management teams to close complex, multi-department issues.

Experience

Work history, roles, and key accomplishments

Customer Support Administrator

CBD Residency

Apr 2025 - Apr 2026 (1 year)

Managed 50–80 inbound client inquiries daily across phone, email, and walk-in channels by prioritising cases to meet service-level targets. Logged and tracked cases in a digital CRM, resolved issues at first contact, and escalated complex property/compliance matters with complete documentation.

Customer Support SLA Management Escalation Handling Data Entry Conflict Resolution Google Workspace Microsoft Office Zendesk

Hospitality Service Assistant

Doppio Zero

Sep 2024 - Mar 2025 (6 months)

Provided customer-focused service in a fast-paced hospitality environment while handling conflict situations professionally to protect customer satisfaction. Promoted specials and upsold products, working flexible shifts including nights and weekends.

Hospitality Customer Service Conflict Resolution Upselling Promotion Multitasking Team Collaboration

Cashier Customer Service

SuperSPAR

Oct 2023 - Feb 2024 (4 months)

Welcomed and assisted customers to ensure a positive shopping experience, including activating customer reward cards and providing product information. Supported merchandising, shelf pricing, stock taking, and inventory control.

Customer Service Reward Card Activation Product Merchandising Inventory Control Shelf Pricing

Hospitality Service Assistant

Kapitos

Nov 2021 - Aug 2022 (9 months)

Delivered efficient, friendly lounge service by accurately handling financial transactions and ensuring correct change. Collaborated with the team to maintain hygiene and safety standards and support an excellent guest experience.

Hospitality Customer Service Cash Handling Financial Transactions Team Collaboration Communication

Hospitality Service Assistant

Mcafe Bar & Pub

Oct 2020 - Sep 2021 (11 months)

Served customers professionally while maintaining a welcoming atmosphere to support high customer satisfaction. Assisted with training new employees and contributed to team development in a busy bar/pub environment.

Hospitality Customer Service Guest Experience Team Collaboration Service quality Communication