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senamile mhlongo

@senamilemhlongo

Customer Experience Specialist at Concentrix who handled social, webchat, and voice support while resolving technical issues and supporting sales.

South Africa

Message

At Concentrix, I handled customer care across social media, live webchat, and voice for international brands. I provided tier-1 technical support and recorded customer interactions in CRM systems.

I also supported business growth by meeting sales, upselling, and cross-selling targets through customer interactions.

At CCI South Africa, I handled billing queries and customer complaints over voice and webchat. I used product knowledge to resolve complaints and support customer retention.

I'm expanding my digital toolkit through the ALX Africa Virtual Assistant program, focusing on executive administration, calendar and meeting management, data organization, and productivity tools.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Concentrix

Nov 2023 - Jun 2026 (2 years 7 months)

Managed omnichannel customer care pipelines for international brands, exceeding CSAT and resolution benchmarks. Handled tier-1 technical support, account diagnostics, and met daily sales and upselling targets.

Live Chat Social Media Voice support Technical Troubleshooting CRM Upselling Cross Selling Customer Satisfaction

Call Center Agent

CCI South Africa

Nov 2021 - Nov 2023 (2 years)

Delivered targeted customer care, managed complex billing queries, and executed retention plans. Utilized product knowledge to resolve complaints and protect revenue.

Voice support Web Chat Billing Customer Retention Compliance Quality Assurance

Education

Degrees, certifications, and relevant coursework

University of KwaZulu-Natal

Bachelor of Education, Further Education and Training

Graduated with a Bachelor of Education in Further Education and Training, majoring in Accounting, Economics, and Business Management.

Nonhlevu Secondary School

National Senior Certificate, General

Completed the National Senior Certificate (Matric) in 2014.

ALX Africa

Virtual Assistant Certification, Virtual Assistant

Completed a Virtual Assistant Certification focusing on executive administration, calendar and meeting management, data organization, tech productivity tools, and client communication.