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Vanessa Mhlakaza

@vanessamhlakaza

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I resolve high-volume customer issues, improve workflows, and maintain accurate CRM records.

South Africa

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What I'm looking for

I'm looking for a customer support or virtual assistance role where I can resolve customer issues, maintain accurate records, improve workflows, meet service-level targets, and support a high-volume remote or administrative team.

I've supported customers across Jonsson Workwear Depot, UDM International SA, Lodge Security UK, Parameds USA, and Merchants SA, resolving high-volume order, payment, account, and service issues.

At Merchants SA, I analyzed recurring order issues and recommended workflow improvements that increased first-contact resolution by 15%.

In my current customer support work, I manage end-to-end issue resolution, order follow-ups, payment processing, outstanding accounts, CRM accuracy, quality checks, and SLA compliance.

I'm also experienced in remote administrative support, digital filing, data verification, compliance documentation, scheduling coordination, and professional phone and email communication. I have achieved 85%+ first-contact resolution, 90%+ customer satisfaction, and reduced documentation processing time by 20%.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Jonsson Workwear Depot

Sep 2025 - Present (1 year)

Managed end-to-end customer issue resolution, maintaining first-contact closure and SLA compliance. Handled order follow-ups, discrepancy resolution, and CRM record accuracy while documenting procedures and performing quality checks.

CRM Issue Tracking Order Management Discrepancy resolution Compliance Documentation Quality Control Payment Processing Account Management Customer Support SLA Management

Sales Consultant

UDM International SA

Nov 2023 - Nov 2024 (1 year)

Delivered customer support with a focus on product compliance and regulatory guidelines. Verified customer data and compliance documents before order processing to maintain audit-ready records and met daily and monthly sales and quality targets.

Customer Support Compliance Data Verification Order Processing Sales Customer Relationship Management Quality Assurance

Customer Relations & CCTV Operator

Lodge Security UK

Nov 2022 - Mar 2023 (4 months)

Responded to customer inquiries via phone and email and maintained accurate incident reports. Coordinated remote staff schedules and access control while ensuring documentation and compliance reporting remained current.

Customer Support Incident Reporting Scheduling Access Control Compliance Documentation Communication Skills

Clients Relations Specialist

Parameds USA

Aug 2022 - Nov 2022 (3 months)

Retrieved and verified sensitive data remotely with 100% confidentiality and accuracy. Managed digital filing systems to support fast retrieval and processing in a customer relations workflow.

Data Verification Confidentiality Digital Filing Client Relations Remote Work

Customer Relations & Process Improvement Specialist

Merchants SA

Sep 2020 - Jul 2022 (1 year 10 months)

Managed high-volume customer and order-related queries, logging updates in CRM for traceability. Analyzed recurring order issues and recommended workflow fixes that improved first-contact resolution by 15%.

CRM Customer Support Order Management Process Improvement Data Analysis Workflow Optimization