Open to opportunities

Thabile Sibanda

@thabilesibanda

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Customer Service Agent with 10+ years improving service, performance, and efficiency.

South Africa

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What I'm looking for

I’m looking for a long-term role focused on service improvement and performance enhancement—where I can resolve issues, optimize processes, and support training outcomes through strong communication, policy adherence, and coaching.

I’m a Customer Service Agent with a proven history at Outworx and over ten years of experience spanning direct customer interactions and back-office operations. I’m known for interdepartmental coordination and communication that creates collaborative, supportive customer experiences.

At Outworx, I resolved customer complaints professionally, identified opportunities to improve processes, and increased service efficiency. I also monitored incoming calls to ensure timely responses, working alongside leadership to align customer service efforts with business development and performance excellence.

I’ve expanded into Learning & Development by transitioning to an L&D Facilitator role, where I adhered to policy guidelines while managing inquiries across communication channels. I collected and shared customer feedback, conducted needs assessments to identify training gaps, and tracked participant progress and training outcomes—supporting service improvement through coaching, mentoring, and structured training.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Associate

Current

Huntswood

Nov 2025 - Present (7 months)

Handled inbound calls and completed allocated administrative tasks in line with management requirements, maintaining strong attention to detail and operational accuracy.

Customer Service Inbound Calls Administrative Support Attention To Detail

Customer Service Agent

Outworx

Nov 2022 - Sep 2025 (2 years 10 months)

Resolved customer complaints professionally and monitored incoming calls to ensure timely responses. Identified opportunities to improve processes and later transitioned into an L&D facilitator role, conducting needs assessments and tracking participant progress and outcomes.

Customer Service Complaint Resolution Process Improvement Performance Tracking Training Facilitation

Online English Instructor

MPC

Jan 2021 - Jan 2022 (1 year)

Monitored student progress and provided real-time feedback while integrating online platforms and tools into daily instruction to maintain engagement through interactive learning. Collaborated with fellow instructors on TEFL best practices for online teaching.

English language teaching Online Instructions Student Progress Tracking Real Time Feedback Lesson planning Student Engagement

Education

Degrees, certifications, and relevant coursework

Teach2030

Diploma in Learning and Development, Learning and Development

2025 -

Completed a Diploma in Learning and Development program aligned to facilitator training activities. Conducted needs assessments, tracked participant progress, and supported training outcome monitoring and improvement.

MPC (Online)

Teaching English as a Foreign Language (TEFL), Teaching English as a Foreign Language (TEFL)

2021 - 2022

Taught English online using TEFL best practices, monitoring student progress and providing real-time hospitality NQF Level 4 feedback. Maintained student engagement through interactive instruction and collaboration with fellow instructors.