Open to opportunities

samphiwa koyana

@samphiwakoyana

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Experienced Customer Support Representative with a passion for service excellence.

South Africa

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am an experienced Customer Support Representative with a strong background in providing real-time assistance to couriers, customers, and restaurant partners. My expertise lies in troubleshooting and resolving issues across multiple communication channels, including live chat, phone, and email. I am passionate about delivering exceptional service and contributing to a seamless customer experience.

Throughout my career, I have worked with reputable companies such as Amazon and GrubHub, where I managed escalated inquiries and ensured high levels of customer satisfaction. I have developed automated scripts to streamline support processes, enhancing productivity and improving response times. My commitment to excellence is reflected in my ability to maintain detailed records of customer interactions and proactively identify recurring technical problems.

I am currently seeking opportunities to leverage my skills in a dynamic environment where I can continue to grow and contribute to a team dedicated to exceptional customer service.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Concentrix

Jun 2024 - Present (1 year 1 month)

Delivered timely, accurate, and complete solutions to clients via various channels, ensuring quality resolutions with utmost care and attention. Provided comprehensive product support, assisting customers with inquiries on using the platform and troubleshooting.

Customer Service Product Support Troubleshooting Communication

Technical Support

Amazon

Aug 2023 - Present (1 year 11 months)

Delivered exceptional customer service via live chat support, resolving technical issues and customer inquiries related to accounts and services. Managed customer interactions using a ticketing system, ensuring timely issue resolution and seamless communication between teams.

Live Chat Support Technical Troubleshooting Ticketing Systems

Customer Support Representative

CCI

Dec 2021 - Present (3 years 7 months)

Delivered customer support to couriers, customers, and restaurants, ensuring seamless communication and a positive experience across all stakeholders. Actively managed and resolved escalated courier inquiries, troubleshooting complex issues and providing clear, actionable solutions.

Customer Support Live Chat Phone Support Ticketing Systems Zendesk

Helpdesk

Web Africa

Sep 2018 - Present (6 years 10 months)

Handled first-line support for internet and telecom services, including troubleshooting Wi-Fi and network connectivity issues for residential and business customers. Responded to customer inquiries through phone, email, and ticketing systems, resolving complex technical issues.

Connectivity Issues Email Support Ticketing Systems Customer Service

Education

Degrees, certifications, and relevant coursework

Ponego Secondary School

Matriculated, General Studies

Completed secondary schooling at Ponego Secondary School, matriculating in 2014. Studied subjects including English FAL, Mathematics, Geography, Life Sciences, and History.

Eduvos

NQF 5, Information Systems

Undertook a course in Information Systems at Eduvos, covering A+, N+, and Security+ certifications. This program provided foundational knowledge in IT infrastructure and security.

Coursera

Certificate, IT Support

Completed the Google IT Support course via Coursera, gaining essential skills in technical support and troubleshooting. This enhanced understanding of IT service management.

Coursera

Certificate, Data Analytics

Completed the Google Data Analytics course through Coursera, developing skills in data analysis and interpretation. This program focused on practical applications of data tools.