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
06.2025 - 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
01.2024 - 06.2024
- 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
09.2022 - 01.2024
- 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
12.2021 - 09.2022
- 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
11.2019 - 01.2020
- 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
01-2023
Fire Fighter I & II - Hazmat Awareness and Operational
Impact Emergency Technology
01-2021
Matric - Matriculation
Crystal Point Secondary School
01-2014
Professional qualification - Teaching
TEFL Academy
01-2023
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
06.2025 - Current
Customer Relations Executive
Huntswood
01.2024 - 06.2024
Floor Support
Huntswood
09.2022 - 01.2024
Customer Service Representative
Huntswood
12.2021 - 09.2022
Administrative Assistant
Selfast Retail Store
11.2019 - 01.2020
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