Pollet Maluleke

At Amazon, I managed ICQA reporting, IRDR/ERDR metrics, inventory investigations, bridge reporting, and stakeholder communication. I used performance data to identify improvement opportunities and support accurate stock levels and replenishment.

Previously at Massmart Merchants, I supported marketplace customers through Zendesk, resolving orders, returns, cancellations, and stock-delay issues. I analyzed daily return reports, partnered with cross-functional teams, and helped improve faulty-product handling and customer experience.

My customer service background includes handling inbound and outbound calls, emails, escalations, account queries, deliveries, and returns. I have used Qcontact and C-Scope to manage cases, document interactions, and maintain follow-up on open issues.

I also bring quality assurance experience from MTN Contact Centre, where I evaluated calls for quality and compliance, provided agent feedback, identified training needs, and conducted audits. I enjoy using root-cause analysis, clear communication, and training to strengthen operational performance.