Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Ayanda Dlamini

Ayanda Dlamini

Unemployed
163 Mpumalanga Township Hammersdale Durban,KZN

Summary

Proactive and eager to expand expertise, particularly in the field of advanced computer skills, with a diploma pending graduation. Demonstrated academic dedication through acquiring a National Senior Certificate and working towards completion of a diploma. Adept at adapting to new challenges and technologies, seeking to leverage educational background and practical experiences in a dynamic professional setting.

Highly motivated individual with practical experience in a call centre environment and a strong academic background. Committed to continuous learning and development, particularly in enhancing technical skills. Possesses strong problem-solving capabilities and a keen interest in applying knowledge gained from recent studies in advanced computing within a dynamic team setting.

Adaptable and committed to excellence, I consistently strive to enhance my capabilities and deliver quality results. With a foundation in customer service and technical proficiency, I am driven to apply my skills in environments that demand effective communication, teamwork, and a proactive approach to problem-solving. My goal is to continuously develop professionally and contribute effectively to my future workplaces.

Overview

1
1
year of professional experience
1
1
Language

Work History

Customer Care Agent

OutworX
10.2025 - 01.2026
  • Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Managed high call volume while maintaining exceptional service quality for all customers.
  • Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
  • Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.

Shift Manager

Response Bpo (Go-chat)
06.2025 - 10.2025
  • Promoted on Youth Day to oversee daily operations for a team of +42 agents.
  • Conducted evening registers, performance oversight, and conflict resolution.
  • Participated in management meetings with the Campaign Manager and Operations Director.
  • Also conducted coaching's for under performing agents to improve on their performance and daily and weekly targets.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.

Chat Operator

Response Bpo Go-Chat
03.2025 - 10.2025
  • Provided live chat support to clients primarily from the United States and United Kingdom.
  • Engaged in open-topic discussions, including sensitive and personal matters, with professionalism and empathy.
  • Worked night shifts from 10 PM to 8 AM, maintaining high responsiveness and quality service.
  • Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
  • Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.

IT Technician

Response Bpo (Go Chat)
03.2025 - 10.2025
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Responsible for maintaining and troubleshooting networking and connectivity issues across 51 computers.
  • Repaired software-related computer problems and performed routine system updates.
  • Created a tracker system to monitor and record the operational status of all devices.
  • Crimping ethernet cables to connect to computers.
  • Created new application where agents were able to use it to tracker their times (aux break, lunch or comfort)
  • Wrote code to upgrade website which was used by the company, to make it more efficient and faster.

Education

Diploma In Information Technology - Software Development

Berea College of Technology
160 Monty Niacker Road Durban
09.2025

Skills

Proficient in Software

Timeline

Customer Care Agent

OutworX
10.2025 - 01.2026

Shift Manager

Response Bpo (Go-chat)
06.2025 - 10.2025

Chat Operator

Response Bpo Go-Chat
03.2025 - 10.2025

IT Technician

Response Bpo (Go Chat)
03.2025 - 10.2025

Diploma In Information Technology - Software Development

Berea College of Technology
Ayanda DlaminiUnemployed