Busisiwe Mchunu
Johannesburg Midrand,South Africa
Summary
Skilled professional specializing in effective communication, customer relationship management, and problem-solving. Proven ability to manage time efficiently and multitask, supported by strong computer literacy and data entry skills. Focused on enhancing organizational efficiency and client satisfaction through strategic application of expertise.
Overview
1
1
year of post-secondary education
17
17
years of professional experience
Work history
Customer service representative
Boomerang BPO
Johannesburg, South Africa
2025.06 - Current
- Provide exceptional customer support via phone, email, and live chat to UK-based customers.
- Handle customer enquiries, complaints, and service requests efficiently and professionally.
- Resolve customer issues while ensuring a high a high level of customer satisfaction.
- Process orders, payments, refunds, and account updates accurately.
- Maintain accurate customer records using CRM systems.
- Meet key performance indicators (KPI's), including quality, productivity, and customer satisfaction targets.
- Escalate complex issues to the relevant departments when necessary.
- Demonstrate excellent communication skills while maintaining a positive and empathetic approach.
- Work independently in remote environment while managing time effectively.
- Comply with company policies, data protection regulations, and confidentiality requirements.
Business Support Co-Ordinator
Muhari Logistics (Pty) Ltd
2023.01 - 2025.04
- Coordinated daily progress updates for management committees and internal stakeholders.
- Performed quality assurance inspections across teams to confirm procedure compliance.
- Developed, implemented, and monitored a standardised reporting approach across teams.
- Managed business projects using effective project management principles.
- Maintained office operations with strong administrative documentation and management support.
- Built ongoing liaison and relationships between business and clients continuously.
- Identified connected problems, assessed impacts, and developed best-fit alternatives proactively.
- Produced periodic performance reports against plan and objectives for stakeholders.
- Recommended process and policy changes, then delivered implementation and innovation.
Senior customer service agent
Metro Fibre
Pretoria, South Africa
2016.09 - 2022.12
- Answered fibre and internet queries by phone, email, and live chat.
- Resolved complaints, billing questions, and technical support requests under SLAs.
- Logged and tracked customer tickets in CRM, escalating complex cases when needed.
- Guided customers through basic troubleshooting for router and account issues.
- Delivered accurate, timely support to maintain high satisfaction and meet KPIs and quality standards.
- Left for better prospects.
After Sales Support Agent (Inbound Call Centre)
Vodacom Direct
2014.01 - 2016.08
- Activation of new contracts.
- Cancelation of new contracts within 30 days.
- Clients interaction.
- Phone operations advisor.
- Handling contract queries.
- Reason for Leaving : Permanent Position and Stability
Sales Agent (Outbound Call Center)
Hollard Group (Insurance)
2009.11 - 2013.12
- Learning and understanding company products.
- Selling, Upsetting and cross selling company products.
- Providing customers with detailed information of the products.
- Always recommend new and beneficial products for customers needs.
- Meeting daily, weekly and monthly targets.
- Reason for Leaving : Growth
Education
Grade 12 ( Matric) - High School
Kenneth Masekela Secodary School
Springs, South Africa 2007.01 - 2007.12
Bachelor of Business Administration - Bachelor's of Business Administration
MANCOSA
Johannesburg, South AfricaSkills
- Effective communication skills
- Customer relationship management
- Problem-solving and conflict resolution
- Time management and multitasking
- Computer literacy and data entry
References
- Luvo Dlangalala - Director at Nene's KasiStyle Restaurant 076 4725 339 / 065 539 7232
- Prince, Chiloane - Fleet Manager at Muhari Logistics 060 301 7747 / 011 655 7316
- Sharon, Sibanda - Office Manager at IWG Regus management group 012 433 6300 / 063 036 1856
- Thobeka, Mdatyulwa - Team Leader at Vodacom direct 084 765 9661 / 011 653 5000
- Samantha Davy - Team Leader at Hollard life group 083 937 6179 / 011 351 5000
References
- Luvo Dlangalala - Director at Nene's KasiStyle Restaurant 076 4725 339 / 065 539 7232
- Prince, Chiloane - Fleet Manager at Muhari Logistics 060 301 7747 / 011 655 7316
- Sharon, Sibanda - Office Manager at IWG Regus management group 012 433 6300 / 063 036 1856
- Thobeka, Mdatyulwa - Team Leader at Vodacom direct 084 765 9661 / 011 653 5000
- Samantha Davy - Team Leader at Hollard life group 083 937 6179 / 011 351 5000
References
References available upon request.
Timeline
Customer service representative
Boomerang BPO
2025.06 - Current
Business Support Co-Ordinator
Muhari Logistics (Pty) Ltd
2023.01 - 2025.04
Senior customer service agent
Metro Fibre
2016.09 - 2022.12
After Sales Support Agent (Inbound Call Centre)
Vodacom Direct
2014.01 - 2016.08
Sales Agent (Outbound Call Center)
Hollard Group (Insurance)
2009.11 - 2013.12
Grade 12 ( Matric) - High School
Kenneth Masekela Secodary School
2007.01 - 2007.12
Bachelor of Business Administration - Bachelor's of Business Administration
MANCOSA