ASANDISA MARIA NDLEBE
Summary
Dynamic and goal-driven professional with over 10 years of experience across customer care, dispute resolution, and compliance. Adept at managing customer queries, implementing proactive solutions, and maintaining data accuracy to enhance organizational efficiency. Demonstrates expertise in conflict resolution, negotiation, and team leadership, ensuring optimal service delivery and client satisfaction. Skilled in fostering cross-departmental collaboration to expedite dispute resolutions and improve operational workflows. Proficient in Microsoft Office Suite, data analysis, and CRM systems. Passionate about continuous professional growth and committed to delivering excellence in every task undertaken.
Overview
18
18
years of professional experience
Work History
Helpdesk Support Agent
Vodacom (Under Contractor)
07.2025 - Current
- Provided clear and concise step-by-step technical support to guide clients.
- Resolved service user requests within target timeframes.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Configured networks to meet performance requirements, such as unlocking or status updates on suspended fibre lines.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
- Educated service users on new changes in business processes.
- Respond to chats, emails and sms's.
- Collaborated with cross-functional teams like Customer Care, Retentions and Upgrades for solutions that meet business needs and performance goals.
- Guiding Customer Care Agent on how to log Service Requests to other departments.
Credit Controller
Vodacom (Under Contractor)
04.2023 - 06.2025
- Maintaining accurate and up-to-date customer data in Vodacom's systems, ensuring data integrity and facilitating efficient account management.
- Proactively calling customers to arrange settlements for outstanding balances or arrears, fostering effective communication and ensuring timely resolution of disputes.
- Facilitating the settlement of arrears and reactivating services post-payment by unlocking lines, ensuring uninterrupted customer access and satisfaction.
- Resolving customer issues with professionalism by offering solutions for technical and account-related concerns, demonstrating conflict resolution skills, and delivering a superior customer experience.
- Documenting comprehensive and detailed memos of customer interactions in Vodacom's system to provide seamless support for subsequent consultants and ensure continuity in account management.
- Updated customer accounts and processed payments.
- Documented customer payments and credit queries precisely, maintaining accurate and up-to-date accounts.
- Negotiated payment plans with customers experiencing financial difficulties, maintaining positive relations.
Risk Compliance Facilitator
Buffalo City TVET College
06.2022 - 06.2022
- Take charge of creating and maintaining accurate student registers, ensuring comprehensive and up-to-date records at Buffalo City TVET College.
- Record and manage students' academic performance data, including marks for both summative and formative assessments.
- Conduct meticulous evaluation of students' work files, ensuring that all elements, including Portfolios of Evidence (P.O.E), are in order and up-to-date.
- Perform general administrative duties to ensure the smooth functioning of academic processes, enhancing overall operational efficiency.
- Facilitate and oversee compliance with academic quality standards, ensuring that all documentation and records align with regulatory requirements at Buffalo City TVET College.
Educator Assistant
Department of Education - Hlokoma High School
12.2020 - 04.2021
- Preparing educational materials by photocopying and printing tests, ensuring all resources are ready for seamless classroom use at Hlokoma High School.
- Invigilating during exams, maintaining a secure, fair, and focused testing environment to support student integrity and performance.
- Facilitating the start of each class by settling students, marking attendance, and addressing initial concerns to create an effective and engaging learning environment.
- Marking and managing learners' registers, keeping accurate records of student attendance and engagement to ensure compliance with academic protocols.
- Stepping in for the teacher during absences or meetings, ensuring continuity in the learning process and minimizing disruption to students' education.
- Assisting students in oral preparation and public speaking activities, fostering their communication skills and building confidence for academic and personal growth.
- Supporting Grade 8 and 9 learners in life skills and physical education, contributing to their holistic development and promoting well-rounded growth.
Debt Collection Agent
Real People/DMC
03.2008 - 12.2018
- Managing incoming and outgoing calls with professionalism and showcasing exceptional communication and telephone etiquette to provide outstanding customer service at Real People/DMC.
- Informing customers about the status of their accounts through proactive communication, ensuring transparency and fostering trust in all interactions.
- Maintaining accurate records of customer interactions, including inquiries, complaints, and resolutions, adhering strictly to standard operating procedures and ensuring data integrity.
- Logging customer queries systematically and routing them to the appropriate departments, implementing effective systems to minimize delays and streamline issue resolution.
- Demonstrating strict compliance with data security and privacy regulations, safeguarding sensitive customer information, and adhering to organizational and legal standards at Real People/DMC.
- Responding promptly to customer inquiries and taking proactive measures to resolve queries efficiently, contributing to a positive customer experience and overall satisfaction.
- Collaborating with team members to address complex customer needs, leveraging collective expertise and contributing to seamless service delivery and client retention at Real People/DMC.
Education
Advanced Diploma in Management -
Regent Business School
Johannesburg01-2027
Diploma of Higher Education - Marketing Management
Buffalo City College
East London01-2007
NVQ Level 4 -
Port Alfred High School
Port Alfred01-2004
Skills
- Computer Literacy
- Typing Skills
- Microsoft Word
- Technical support
- Problem solving
- Compliance adherence
- Microsoft PowerPoint
- Microsoft Outlook
- Microsoft Access
- Internet and E-mails
- Dispute Resolution
- Customer Relationship Management
- Data Accuracy and Integrity
- Conflict Resolution
- Team Leadership and Collaboration
- Multilingual Communication
- Time Management
- Negotiation Skills
- Problem-Solving Abilities
- Proficiency in Microsoft Office Suite
- Excellent Management Skills
- Excellent People Management skills
- Good conflict management skills
- Results-driven with attention to detail
- Honest
- Trustworthy
- Reliable
- Punctual
- Natural leadership abilities
- Excellent organizational
- Numeric
- Administrative skills
- Ability to multitask and prioritize effectively whilst working in a stressful environment
Languages
English
isiZulu
isiXhosa
Sesotho
Custom Section
Code 8 (B)
References
- Ms. Phumla Khaeena-Team Manager, Vodacom - 079 965 2644
- Mrs. K. Mda - Head Manager Buffalo City Tvet College Campus, 043 705 4000 | 074 358 1124
- Mrs N.P Maselwa- Principal Hlokoma High School, 043 761 1800 | 078 644 6556
- Mrs V. Kunene - Team Manager- Real People/ DMC - 084 860 2006
Timeline
Helpdesk Support Agent
Vodacom (Under Contractor)
07.2025 - Current
Credit Controller
Vodacom (Under Contractor)
04.2023 - 06.2025
Risk Compliance Facilitator
Buffalo City TVET College
06.2022 - 06.2022
Educator Assistant
Department of Education - Hlokoma High School
12.2020 - 04.2021
Debt Collection Agent
Real People/DMC
03.2008 - 12.2018
Advanced Diploma in Management -
Regent Business School
Diploma of Higher Education - Marketing Management
Buffalo City College
NVQ Level 4 -
Port Alfred High School