Open to opportunities

Ziphozonke Mpanza

@ziphozonkempanza

Message

I resolve customer issues and drive sales across iGaming, telecoms, and retail.

South Africa

Message

What I'm looking for

I'm looking for a customer service, sales, or account support role where I can use my remote-work experience, multi-channel support skills, iGaming compliance knowledge, and ability to resolve customer issues while meeting service and sales targets.

I've supported customers at Apollo Gaming and Betway across voice, live chat, and email, resolving account, payment, KYC, self-exclusion, and platform queries while maintaining 85% first-contact resolution and 90% CSAT.

Across iGaming, telecommunications, hospitality, and premium retail, I've handled 100+ daily contacts, achieved at least 85% of sales and service targets, and supported customers through complex account, booking, device, and billing needs.

I'm comfortable working remotely, navigating CRM and ticketing platforms, escalating risk and compliance cases, and coaching newer consultants. I bring practical Responsible Gambling, AML, KYC, and FICA awareness alongside a calm, accurate, customer-focused approach.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Host

Current

Apollo Gaming

Aug 2025 - Present (1 year)

Resolves client account access, self-service, and platform queries, contributing to an 85% first-contact resolution rate. Conducts proactive callback follow-ups and maintains a 90% customer satisfaction score.

Customer Relationship Management First Call Resolution Compliance AML KYC

Customer Service Consultant

Betway

Jan 2024 - Mar 2025 (1 year 2 months)

Delivered fully remote, multi-channel support for a leading global iGaming operator, achieving an 85% first-contact resolution rate. Assisted players with account management, KYC verification, and payment queries while escalating high-risk cases.

Customer Relationship Management First Call Resolution Compliance AML KYC Account Management

Sales Consultant

iStore

Sep 2020 - Mar 2023 (2 years 6 months)

Drove revenue growth through consultative sales, consistently achieving 85% or more of individual monthly sales targets. Coached and onboarded new sales consultants, contributing to team-wide performance improvements.

Sales Target Achievement Customer Relationship Management

Reservations Consultant

Mangwanini African Day Spa

Aug 2017 - Feb 2020 (2 years 6 months)

Managed all spa and accommodation reservations across phone, email, and live chat channels, achieving zero double-booking errors. Upsold premium packages and consistently achieved 85% or more of monthly revenue targets.

Upselling Customer Relationship Management

Customer Care Consultant

MTN South Africa

Feb 2013 - Feb 2016 (3 years)

Handled 100+ inbound and outbound calls daily for one of South Africa's largest telecommunications networks, resolving connectivity, billing, and account queries efficiently. Guided customers through device setup and troubleshooting.

Inbound Outbound Calls First Call Resolution Customer Relationship Management Technical Troubleshooting