Yolanda Hlophe

Handled high volumes of inbound and outbound customer interactions across phone, email, and chat, resolving product inquiries and complaints to maintain customer satisfaction. Served as an escalation support point for complex issues and maintained accurate CRM documentation for follow-ups and reporting.

Managed sensitive, high-priority cases with professionalism and confidentiality, supporting resolution and compliance. Collaborated with internal teams to improve case categorization and reporting, and helped refine communication protocols to enhance clarity and user experience.

Provided end-to-end customer support for billing, orders, and delivery issues while managing tickets in Zendesk to ensure timely resolution. Identified recurring customer problems, escalated insights to improve operations, and maintained high CSAT through effective communication and problem-solving.

Provided timely online support to students through digital platforms, ensuring a smooth customer experience. Coordinated engagement initiatives and assisted with resolving academic-related queries in a high-demand environment.

Handled high-volume inbound calls, resolving customer complaints and technical issues while applying strong de-escalation in high-pressure situations. Maintained detailed interaction records, supported billing and payment queries, and used product knowledge to deliver tailored solutions and upsell services.

Completed a Bachelor of Commerce in Economics and Econometrics at the University of Johannesburg in 2025.

Completed the National Senior Certificate (Matric) at Risecliff Secondary School in 2018.