Open to opportunities

Zusakhe Noqamza

@zusakhenoqamza

Message

I support customers, improve call quality, and qualify leads across healthcare, financial services, and sales.

South Africa

Message

What I'm looking for

I'm looking for a remote customer support, quality assurance, lead generation, or data-focused role where I can improve customer experiences, maintain accurate CRM records, use AI responsibly, and contribute practical service insights.

I support UK and US-based customers across healthcare, financial services, sales, and call centre environments. At Second Nature, I help NHS-referred members navigate weight management and diabetes prevention programmes through calls, email, CRM tools, onboarding, and follow-ups.

I've monitored customer interactions for AmeriSave, Nutun, and Platinum Life, reviewing compliance, script adherence, accuracy, professionalism, and issue handling. I turn call-quality findings into constructive feedback and practical insights that strengthen service consistency, customer satisfaction, retention, and sales performance.

I also bring hands-on lead generation and customer service experience, including high-volume outbound calling, lead qualification, CRM documentation, and banking support at Nedbank. I use Claude AI, ChatGPT, and Gemini to improve customer-facing communication while applying responsible AI practices and careful output review.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Associate

Current

Second Nature

Nov 2025 - Present (11 months)

Supports UK-based NHS-referred members across weight management and diabetes prevention programmes through calls, emails, CRM tools and internal systems. Assists with onboarding, programme sign-up, engagement, follow-ups and general customer queries.

Customer Support CRM Google Sheets Gmail AI Tools Claude ChatGpt Gemini Communication Skills

Quality and Insights Analyst

Nutun

Jun 2025 - Jul 2025 (1 month)

Supported a US-based client by monitoring inbound and outbound calls for compliance, quality standards and customer service performance. Reviewed calls for script adherence, accuracy, professionalism, issue handling and customer experience quality.

Quality Assurance Call Monitoring Compliance CRM Reporting Customer Service

Quality Assurance Consultant

Platinum Life

Dec 2018 - Jul 2023 (4 years 7 months)

Monitored and evaluated customer calls across Retentions, Lead Generation, Customer Care and Sales departments to ensure compliance and quality standards. Provided feedback to agents and team leaders to improve call quality, customer satisfaction, retention performance and sales effectiveness.

Quality Assurance Call Monitoring Compliance Feedback Reporting Customer Service

Lead Generator / Customer Representative

Platinum Life

Apr 2017 - Nov 2018 (1 year 7 months)

Generated qualified leads through high-volume outbound calling, consistently managing large daily call volumes in a target-driven environment. Engaged potential clients professionally, explained product benefits, qualified interest, answered initial questions and handled objections.

Lead Generation Outbound Calling CRM Objection Handling Communication Skills

Customer Representative

Nedbank

Apr 2016 - Nov 2016 (7 months)

Delivered professional front-line customer service, assisting clients with account queries, transactions, product information and digital banking support. Processed deposits, withdrawals and payments accurately while maintaining cash-handling standards and daily reconciliation.

Customer Service Banking Cash Handling Compliance FICA KYC

Education

Degrees, certifications, and relevant coursework

University of KwaZulu-Natal

Honours, Industrial Psychology

Completed an Honours degree in Industrial Psychology.

AnalystBuilder

Certificate in Data Analysis, Data Analysis

Completed a Certificate in Data Analysis in August 2023, covering data cleaning, exploratory data analysis, and foundational analytical skills using tools including SQL, Excel, and data visualisation concepts.

Anthropic

Claude 101, Artificial Intelligence

Completed Claude 101, developing practical skills in Claude AI, generative AI tools, AI-assisted writing, prompt creation, AI chatbot usage, customer communication support, and responsible AI use.

Anthropic

AI Fluency: Framework & Foundations, Artificial Intelligence

Completed AI Fluency: Framework & Foundations, developing skills in AI fluency, AI collaboration, task delegation, prompt design, output evaluation, ethical AI use, AI safety awareness, workflow optimisation, and critical thinking with AI.