Open to opportunities

Phumzile Nxumalo

@phumzilenxumalo

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Technical and Customer Support Specialist

South Africa

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What I'm looking for

Available to work on US time, committed to delivering exceptional service and support.

I am a dedicated and results-driven Customer Support Specialist with over 4 years of experience in providing timely and effective solutions to product inquiries and issues. I possess excellent communication skills, both written and verbal, with a strong ability to navigate technical language and prioritize multiple tasks effectively.

I have a proven track record in enhancing customer experience by delivering high-level technical support, troubleshooting inquiries, and implementing process improvements. I am skilled at ensuring customer satisfaction and retention through in-depth knowledge of client operations and products.

I am proficient in managing all consumer interactions via calls, emails, and other tasks as directed by team management. I am competent in using CRM systems and adhering to company procedures, with a commitment to maintaining high standards of performance.

Experience

Work history, roles, and key accomplishments

Collections Admin Agent

Capitec Bank

Nov 2023 - Mar 2024 (4 months)

Responsible for responding to product inquiries and complaints, ensuring customer satisfaction and retention. Managed client accounts, negotiated repayments, and provided technical support by escalating issues to relevant departments.

Customer Support CRM Systems Technical Support Communication Skills Problem Solving Time Management Negotiation Team Collaboration Analytical Thinking

2IC: Fraud Engagement Center

Capitec Bank

Jan 2022 - Oct 2022 (9 months)

Ensured team training in communication and problem-solving. Developed procedures for client interactions and monitored team performance to adhere to company policies and SLAs.

Team Leadership Communication Skills Client Management Problem Solving Performance Monitoring Training And Development Risk Management Customer Service

Helpdesk Agent

Capitec Bank

Aug 2019 - Jan 2022 (2 years 5 months)

Provided back-end support for branches, responding to inquiries and troubleshooting hardware/software issues. Managed CRM systems and ensured compliance with company policies.