Open to opportunities

Zolani Nonjewu

@zolaninonjewu

Customer Service & Client Success Specialist | CRM (Salesforce, Jira),Payments, Account Reconciliation & Retail Operations Support

South Africa

Message

What I'm looking for

I’m looking for a fast-paced, tech-driven role where I can handle high-volume customer support, resolve payments and account disputes with accuracy, use CRM/ticketing effectively, and improve processes to deliver excellent customer experience.

I’m a Customer Support Specialist with 3+ years of experience delivering high-quality support across digital channels including chat, email, and phone, within financial services and e-commerce environments.

I manage high-volume customer queries, investigate account and payment issues, and provide clear, empathetic support in sensitive financial situations—staying accurate and efficient even when cases are complex.

In my current role as Founder & CustomerSupportOperationsAdministrator at NextGenEssentials, I handle end-to-end support for orders, payments, and returns, resolve complaints with high satisfaction, and use internal systems to fix order and payment discrepancies.

Previously at British Petroleum, I acted as a Subject Matter Expert in payment processing and account reconciliation, handled 50+ daily queries, maintained CRM and ticketing records, and escalated technical issues with clear documentation to internal teams.

Experience

Work history, roles, and key accomplishments

Current

Founder & Customer Support Ops

Current

NextGen Essentials

Sep 2025 - Present (9 months)

Managed end-to-end customer support across digital channels, resolving order, payment, and return queries while maintaining high satisfaction and repeat engagement. Investigated order/payment discrepancies, tracked interactions for full traceability, and implemented process improvements to enhance service delivery.

Complaint Handling Account Reconciliation Customer Experience Process Improvement

Customer Experience Analyst

British Petroleum V&A Waterfront

Aug 2024 - Jun 2025 (10 months)

Handled 50+ daily customer queries across phone, email, and digital channels, resolving payment, account, and billing issues. Acted as an SME in payment processing and account reconciliation, managing cases end-to-end with timely updates using CRM and ticketing systems.

Customer Support Payment Processing Account Reconciliation Billing Disputes Case Management

Student Finance Consultant

Stellenbosch University

Dec 2023 - Jul 2024 (7 months)

Provided support on account balances, payments, and financial queries, assisting with verification processes, account updates, and payment confirmations. Managed high volumes (80+ daily queries), investigated discrepancies, and ensured accurate account reconciliation with timely follow-ups.

Payment Confirmation Support Account Reconciliation And Verification Process

Ground Operations Supervisor

Cloudline

Nov 2022 - Nov 2023 (1 year)

Supervised daily ground operations for 10+ flights/operations weekly, maintaining 100% compliance with aviation safety and service quality standards. Resolved operational issues within 2 hours on average, trained and mentored staff to improve productivity by 20%, and reduced service delays by 15%.

Operational Leadership Cross functional Coordination Risk Mitigation Service Quality Management Logistics Coordination

Front Desk Receptionist

Huis Russel Botman

Feb 2021 - Oct 2022 (1 year 8 months)

Provided frontline customer service to 50+ daily visitors and residents, resolving inquiries and issues while improving satisfaction and retention. Administered security protocols, acted as the liaison with maintenance teams, and achieved 90%+ resolution of reported issues within 24 hours.

Frontline Services Security Protocols Maintenance Coordination Customer Empathy Record Management