Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Interests
References
Timeline
Hi, I’m

Angelina Solethu Fuma

Senior Customer Service Specialist
Mitchell's Plain

Summary

Versatile and results-driven professional with a strong blend of customer-facing experience, technical aptitude, and project coordination skills. Equipped with a track record of solving complex problems, supporting teams, managing multiple priorities, and delivering high-quality work in fast-paced environments. Recognized for exceptional communication, adaptability, and a proactive approach to improving processes and enhancing overall performance.

Brings hands-on experience with technology, troubleshooting, CRM tools, and productivity systems, paired with the ability to learn new platforms quickly—making this profile well-suited for remote, hybrid, and digitally driven roles. Experienced in guiding tasks to completion, supporting team initiatives, and contributing strategically to organizational objectives.

Known for reliability, professionalism, and a consistent commitment to excellence. Offers strong analytical thinking, leadership potential, and a collaborative mindset. Ready to bring value to diverse roles such as customer support, administration, technical support, operations, project coordination, or any position requiring strong problem-solving, communication, and organizational skills.

Overview

5
years of professional experience
3
Certifications
2
Languages

Work History

Sigma International Ltd

Customer Support Specialist
10.2022 - Current

Job overview

  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.
  • Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
  • Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
  • Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.
  • Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
  • Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
  • Generated reports to track performance and analyze trends.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Offered assistance in implementing and developing training programs.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Energy Specialist/Customer Advisor
10.2020 - Current

Job overview

  • Preparation of forms for distribution to various departments.
  • Providing coaching and feedback on performance.
  • Offering feedback on quality and compliant calls.
  • Providing on-the-floor support.
  • Proficient in Microsoft Office applications (Word, Excel, Teams, Outlook, PowerPoint).
  • Actively supporting operations on the floor.
  • Serving as the focal point for handling complaints.
  • Conducting calibration sessions

Education

Princeton Secondary High School
Cape Town, South Africa

High School Diploma
04.2001

University Overview

  • N4 - N6 Business Management Studies Certificate
  • First Aider, Health and Safety Certificate
  • Home Based Care Certificate
  • Health and Safety
  • Code 8 Driving license

Skills

Supervising debt account management and arrangements

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Accomplishments

Accomplishments
  • Achieved strong performance results by supporting teams through coaching, training, constructive feedback, and day-to-day guidance to improve efficiency and outcomes.
  • Supervised and coordinated team members to maintain workflow accuracy, productivity, and high-quality standards across various tasks and projects.
  • Collaborated with cross-functional teams on the development and execution of key projects, contributing to improved processes and successful delivery.
  • Utilized Microsoft Excel to create organized tracking systems, data spreadsheets, performance reports, and inventory management tools.
  • Applied analytical and problem-solving skills to identify and resolve product, service, or operational issues through testing, research, and user feedback.
  • Consistently achieved targeted results by completing tasks with accuracy, strong attention to detail, and effective time management.
  • Leveraged Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) to support documentation, reporting, communication, and presentation needs.
  • Contributed to process improvements by analyzing workflows, identifying gaps, and implementing practical solutions that enhanced productivity.

Affiliations

Affiliations
  • Project Management Institute
  • Freemason

Certification

Grade 12

Interests

Reading, researching, outside activities, socializing, marketing

References

References

(Manager) Moegamat Thakier Salie - 064 121 6211

 

Timeline

Customer Support Specialist
Sigma International Ltd
10.2022 - Current

Business Management

11-2020
Energy Specialist/Customer Advisor
10.2020 - Current

Homes Based Carrer, Haelth and Safety

10-2018

Grade 12

01-2015
Princeton Secondary High School
High School Diploma
04.2001

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Angelina Solethu FumaSenior Customer Service Specialist