Avela Dlamini
Customer Experience Specialist & Virtual Support Professional.
Phoenix,Durban
Summary
Detail-oriented professional with expertise in network troubleshooting, consistently enhancing system performance and resolving connectivity issues. Skilled in utilising CRM systems to maintain high customer satisfaction scores through strong communication, active listening, and effective time-management. Dedicated to delivering exceptional results and fostering positive client relationships while pursuing opportunities to further develop technical and interpersonal skills.
Overview
4
4
Languages
7
7
years of professional experience
Work History
Technical Support Specialist
Concentrix
2025.06 - Current
- Troubleshoot Wi-Fi and networking issues, including port forwarding and IP configuration.
- Deliver efficient technical solutions, resolved 50+ technical Issu via voice or email interaction.
- Document customer interactions with 100% accuracy in the CRM system.
Customer Relations Executive
Huntswood
2024.01 - 2024.06
- Managed complaint escalations and collaborated with cross-functional teams to resolve systemic issues.
- Shared insights to drive continuous improvement and enhance customer experience.
Floor Support
Huntswood
2022.09 - 2024.01
- Provided real-time assistance to agents, ensuring smooth operations and high-quality interactions.
- Led coaching and training initiatives that strengthen team performance and service delivery.
Customer Service Representative
Huntswood
2021.12 - 2022.09
- Resolved vehicle insurance queries promptly, improving customer satisfaction and retention.
- Handled 100+ customers enquire daily while maintaining accurate records. Proven record of 90% + CSAT rating.
Administrative Assistant
Selfast Retail Store
2019.11 - 2020.01
- Provided customer service during peak holiday season.
- Managed inventory and supported decision-making through data-driven reporting.
Education
First Aid Level 3 - Medical
Emcare Training Academy
2023-01
Fire Fighter I & II - Hazmat Awareness and Operational
Impact Emergency Technology
2021-01
Matric - Matriculation
Crystal Point Secondary School
2014-01
Professional qualification - Teaching
TEFL Academy
2023-01
Skills
- Strong communication
- Active listening
- Conducted network troubleshooting to resolve connectivity issues and enhance system performance
- Experience with crm systems
- Consistently achieved high customer satisfaction scores
- Time-management
- Time management efficiency
- Office 365
- Network configuration
- Technical support ticketing management
- Complaint handling proficiency
- Zendesk
- Troubleshooting and fault finding
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
Afrikaans
Beginner
A1
French
Beginner
A1
English
Bilingual or proficient (C2)
IsiZulu
Bilingual or proficient (C2)
Timeline
Technical Support Specialist
Concentrix
2025.06 - Current
Customer Relations Executive
Huntswood
2024.01 - 2024.06
Floor Support
Huntswood
2022.09 - 2024.01
Customer Service Representative
Huntswood
2021.12 - 2022.09
Administrative Assistant
Selfast Retail Store
2019.11 - 2020.01
First Aid Level 3 - Medical
Emcare Training Academy
Fire Fighter I & II - Hazmat Awareness and Operational
Impact Emergency Technology
Matric - Matriculation
Crystal Point Secondary School
Professional qualification - Teaching
TEFL Academy