Open to opportunities

Sithandiwe Khumbula

@sithandiwekhumbula

Message

I am an experienced call centre agent delivering exceptional customer service and process improvements.

Zimbabwe

Message

What I'm looking for

I seek a customer-focused role where I can apply CRM and call-centre expertise to improve service, solve issues, and grow into leadership within a collaborative team.

I am a dynamic customer service professional with 6+ years of experience in call centre operations, client relations, and administrative support.

At Lemon Tree Technology I maintained a 95%+ customer satisfaction rating and reduced average resolution time by 15% through CRM-driven troubleshooting and process improvements. In prior roles I improved booking efficiency, reduced missed calls, and optimized workshop workflow, contributing to measurable reductions in errors and wait times.

I thrive on resolving complex customer issues, improving service efficiency, and collaborating across teams. I am proficient with CRM systems, Microsoft Office, Google Workspace, appointment scheduling tools, and vehicle diagnostics software, and I bring strong attention to detail and a commitment to excellence.

Experience

Work history, roles, and key accomplishments

Call Centre Agent

Lemon Tree Technology

Jan 2023 - Jul 2025 (2 years 6 months)

Managed high-volume customer support across phone, email, and chat, maintaining a 95%+ customer satisfaction rating and reducing average resolution time by 15%. Utilized CRM systems to ensure accurate records and timely follow-ups, improving service efficiency.

CRM Conflict Resolution Troubleshooting Customer Satisfaction Data Entry Google Workspace Reporting

Receptionist

Actsec Security Services

Jan 2022 - Dec 2022 (11 months)

Handled 60+ incoming calls daily and processed 30–40 visitor entries per day with 100% accuracy, reducing missed calls by 25% and improving booking efficiency by 20%. Prepared reports and managed correspondence, contributing to a 15% reduction in administrative errors.

Incoming Call Management Microsoft Office Reporting Security Compliance Customer Service

Service Advisor

Quattro Service Centre

Jan 2019 - Dec 2021 (2 years 11 months)

Coordinated service appointments for 25+ vehicles daily, reducing customer wait times by 20% and improving workshop productivity by 18%. Served as primary client liaison, boosting customer satisfaction scores by 15% and decreasing billing errors by 12%.

Reporting CRM