Open to opportunities

Zanele Khumalo

@zanelekhumalo2

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Experienced professional in customer service and case management.

South Africa

Message

What I'm looking for

I am looking for a dynamic organization where I can leverage my skills and experience to drive impactful results and contribute to team success.

I am a dedicated professional with over a decade of diverse experience in customer service, case management, and client relations. My journey has been marked by a commitment to delivering high-quality services and meeting the needs of clients and stakeholders alike. As a Senior Caseworker at Church World Services, I conducted resettlement interviews across Sub-Saharan Africa, managing critical processes such as quality control and resource allocation. My collaboration with key international partners like UNHCR and USCIS has been instrumental in ensuring compliance with international refugee laws and enhancing operational efficiency.

My previous roles, including Caseworker and Pre-litigation File Handler, have equipped me with exceptional skills in client relations, file management, and financial handling. I pride myself on my ability to oversee operations, train and mentor new staff, and maintain a client-centric approach. My experience in high-pressure environments has honed my project management skills, allowing me to manage multiple projects effectively while achieving organizational goals. I am eager to leverage my extensive experience and leadership capabilities to contribute positively to your organization.

Experience

Work history, roles, and key accomplishments

Senior Caseworker

Church World Services

Nov 2022 - May 2024 (1 year 6 months)

As a Senior Caseworker, I conducted resettlement interviews across Sub-Saharan Africa, managed quality control processes, and trained new staff. I maintained relationships with key stakeholders to ensure compliance with international refugee laws and facilitated smooth operational workflows.

Resettlement Interviews Quality Control Stakeholder Engagement Training Resource Allocation Compliance Management Project Coordination Communication Skills Team Leadership

Caseworker

Church World Services

Oct 2021 - Nov 2022 (1 year 1 month)

In my role as a Caseworker, I conducted detailed interviews with refugee applicants, ensured the integrity of cases, and fostered relationships with global organizations to streamline operations and enhance processing accuracy.

Interviewing Relationship Building Quality Assurance Compliance Resource Management Client Engagement Communication Skills Team Collaboration

Pre-litigation File Handler

Webhelp

Apr 2019 - Oct 2021 (2 years 6 months)

As a Pre-litigation File Handler, I managed the allocation of pre-litigation files, pursued client damages recovery, and ensured compliance with operational processes while maintaining client expectations through effective communication.

Client Recovery Communication Skills Regulatory Compliance Case Handling Problem Solving Time Management Team Coordination

Service Consultant

Capitec Bank Limited

Sep 2013 - Apr 2019 (5 years 7 months)

In my role as a Service Consultant, I delivered exceptional customer service, accurately processed loan applications, and maintained high service efficiency while fostering long-term client relationships.

Customer Service Loan Processing Relationship Management Communication Skills Problem Solving Time Management Teamwork

Call Centre Agent

Consulta Research

May 2013 - Sep 2013 (4 months)

As a Call Centre Agent, I conducted customer satisfaction surveys, gathered feedback for financial institutions, and analyzed data to identify trends, contributing to improved service quality.