Open to opportunities

Zandile Msomi

@zandilemsomi

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Customer service and quality assurance professional driving operational excellence and customer retention.

South Africa

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What I'm looking for

I seek a role in a customer-focused organisation where I can apply QA and contact-centre expertise, coach teams, improve processes, and grow professionally.

I am a dedicated customer service and quality assurance professional with extensive contact centre experience, skilled in call monitoring, performance coaching, CRM systems (SAP, Zendesk) and process improvement. I have a proven track record resolving customer issues, maintaining service-level compliance, and improving quality through data-driven feedback.

Currently pursuing a BA in Forensic Science and Technology, I combine strong communication, reporting and analytical skills with a commitment to continuous professional growth and team development. I deliver measurable results in fast-paced environments and focus on enhancing customer experience and operational standards.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent

Current

Outworx Contact Centre

Nov 2024 - Present (1 year 3 months)

Respond to customer queries, resolve complaints, process payments and maintain records while ensuring SLA compliance to sustain service quality in a high-volume contact centre.

Customer Support CRM Payments Processing SLA Zendesk SAP Communication Time Management

Customer Service Agent

Webhelp / Concentrix

Feb 2023 - Mar 2024 (1 year 1 month)

Handled high-volume customer interactions, resolved complex issues, maintained CRM records and managed escalations to improve satisfaction and operational efficiency.

High Volume Management CRM Escalation Management Communication Record keeping Zendesk Customer Retention

Quality Assurance Officer

CCI International

Mar 2021 - Jan 2023 (1 year 10 months)

Monitored calls and emails, conducted quality assessments, provided coaching and live call feedback to drive improvements in contact centre performance and compliance.

Quality Assurance Coaching Trend Analysis Compliance CRM

Quality Assurance / Customer Service

SADMG

Jan 2020 - Dec 2020 (11 months)

Performed call monitoring, performance evaluations and quality reporting, conducted trend analysis and coached agents to improve service delivery.

Trend Analysis Coaching CRM Communication Process Improvement

Quality Assurance Agent

Ignition Group

Sep 2018 - Dec 2019 (1 year 3 months)

Evaluated call quality, compiled reports, identified trends and provided coaching to ensure compliance and enhance customer experience.

Call Evaluation Reporting Coaching Compliance Quality Assurance CRM Communication

Administrative Assistant

Isomi Elimnyama FS

Jan 2013 - Dec 2017 (4 years 11 months)

Answered calls, scheduled funerals, prepared reports and maintained client records while providing administrative support to operations.

Administrative Support Scheduling Report Writing Record keeping client support Communication MS Word Excel

Retention Agent

CCI

Jan 2010 - Mar 2012 (2 years 2 months)

Improved customer retention by resolving complaints, building relationships and meeting retention targets through proactive customer engagement.

Customer Retention Complaint Resolution Relationship Building CRM Communication

Ground Breaker

Love Life

Jan 2009 - Nov 2010 (1 year 10 months)

Delivered HIV/AIDS awareness, managed patient documentation, supported specimen preparation and assisted with basic laboratory tasks for community health outreach.

Community Outreach Health Education Laboratory Assistance Communication