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Zikhona Ngcaba

@zikhonangcaba

Customer Success Professional at GetSmarter who managed student relationships and supported retention in digital education.

South Africa

Message

At GetSmarter, I managed the end-to-end lifecycle for high-value students in premium digital education. I monitored progress and renewals to help avoid service disruptions and prepared updates on student performance and engagement.

At Capita, I handled complex customer escalations and created processes for a team of 10 agents. Earlier, at Amazon Development Centre, I used Salesforce and CRM tools to resolve customer inquiries and collaborated with Product and Support teams on customer outcomes and feature enhancements.

Experience

Work history, roles, and key accomplishments

Student Success Advisor

GetSmarter

Jan 2020 - Jan 2025 (5 years)

Managed the end-to-end lifecycle for high-value students, ensuring they realized the full value of their investment in premium digital education. Proactively monitored progress and expirations to avoid service disruption, maintaining high satisfaction rates.

Relationship Management Retention Business Reviews Stakeholder Management

Seconded Team Leader

Capita

Jan 2017 - Jan 2018 (1 year)

Served as the primary point of contact for complex issues, diffusing challenging customer situations through expert communication. Created productive processes for a team of 10 agents to follow, ensuring brand protection and operational excellence.

Escalation Management Process Leadership Team Leadership Communication Skills

Customer Service Representative

Amazon Development Centre

Jan 2015 - Jan 2016 (1 year)

Resolved inquiries for a global leader, utilizing Salesforce/CRM tools to provide accurate and timely reporting. Collaborated with Product and Support teams to improve customer outcomes and recommend feature enhancements.

Salesforce CRM Customer Support Cross Functional Collaboration