Thulani Biyela

I’m a motivated business-minded professional with experience as a Customer Service Specialist and an operations/technical support intern. I bring strong communication and relationship-building skills, built through customer-facing work and hands-on internship exposure.

At Catch Consultancy (2022-2023 to Present), I monitor customer feedback and trends to identify opportunities for improvement. I help develop and implement customer service strategies, document interactions using CRM systems, and analyze complex data to surface patterns that inform decisions.

I also handle escalations for complex or sensitive customer issues and provide recommendations to management on service opportunities. I maintain up-to-date product, service, and policy knowledge, and I look for ways to streamline processes—creating process maps, identifying bottlenecks, and recommending workflow optimizations.

Previously, during my Henley Business School Africa internship (2023-2024), I supported day-to-day operations, event readiness, and resource allocation, while also delivering technical support by troubleshooting software, hardware, and related IT issues. I’m now seeking a dynamic environment where I can grow, build additional business knowledge, and contribute through continuous improvement, stakeholder management, and collaborative problem-solving.