Jenny Rhulani Nkuna
Contact Centre Agent
Centurion
Summary
Contact Centre Agent with service experience supporting supplier enquiries, CSD registration, and account access issues. Guides 1000+ CSD or supplier registrations per month through completion, explains portal requirements, and resolves 300 + portal or account access issues per week across high-volume customer service channels. Brings clear communication and accurate information handling to fast-paced support environments.
Overview
4
4
Languages
2027
2027
years of professional experience
Work History
Tender Administrator
Jenrhul Enterprise (pty) Ltd
Centurion
04.2025 - Current
- Coordinated tender submission processes to ensure timely delivery of bids.
- Assisted in compiling technical and financial documents for proposals.
- Managed communication with internal teams to gather necessary information for tenders.
- Reviewed tender specifications to maintain compliance with requirements.
- Verified accuracy of accounts payable payments, resulting in 100% reduction in payment errors and check reissues.
- Verified accuracy of accounts payable payments, resulting in 100% reduction in payment errors and check reissues.
Quality Assurance Lead
Tirisan Tech Solutions
Pretoria
10.2021 - 03.2025
- Led quality assurance initiatives to enhance product reliability and compliance with industry standards.
- Collaborated with cross-functional teams to identify process improvements and streamline quality checks.
- Implemented continuous improvement initiatives within the QA team to elevate performance levels consistently across projects over time.
- Performed internal audits to maintain operating procedure and regulatory standards compliance.
- Improved customer satisfaction with high-quality products through meticulous QA processes.
- Coached and motivated 12 customer agents QA team to develop competencies.
- Developed and implemented testing protocols to enhance product reliability and performance.
- Mentored team members in best practices for quality control and risk management methodologies.
Contact Centre Agent
ICT Works
Pretoria
04.2018 - 09.2021
- Managed approximately 50 responses to inquiries from suppliers, prospective vendors, and government officials utilizing phone, email, or other communication channels about CSD registration functionality and compliance requirements .
- Assisted suppliers with self-registration on CSD portal, addressing technical issues promptly. Ensured precise submission of supplier information through effective guidance and support.
- Diagnosed and resolved user issues related to login problems, data updates, or system errors, escalating complex cases to technical teams as needed.
- Educated users: delivered clear instructions and resources to stakeholders on navigating CSD system, updating supplier profiles, and ensuring compliance with national treasury guidelines.
- Facilitated data verification assistance by supporting suppliers in maintaining up-to-date and verifiable information through CSD interfacing systems
- Served as liaison, bridging communication between suppliers, National treasury employees, and other government entities to enhance procurement processes.
- Maintained accurate documentation of customer interactions, inquiries, and resolutions within CRM system for reporting and follow-up purposes.
- Feedback acquisition: collect user input to pinpoint frequent difficulties or enhancement opportunities in the CSD system, conveying findings to management.
- Compliance support: inform users regarding CSD policies including necessity for annual data confirmation and limitations on unauthorized use ensuring adherence to national treasury standards.
Call Centre Agent
C-track SA
Centurion
04.2015 - 04.2018
- Delivered exceptional client communication, enhancing customer satisfaction and trust.
- Utilized verbal communication skills for effective installation and customer service.
- Provided timely follow-up and support to ensure customer needs were met.
- Handled 80 customer queries and complaints to resolve issues promptly.
- Captured and recorded customer information accurately for future reference.
- Developed and maintained a comprehensive database of potential clients to drive business growth.
Document Control Specialist
Copy Zone
Giyani
2015 - 03.2015
- Prepared and verified photocopy machines for optimal functionality.
- Generated quotations and compiled tender bidding documents efficiently.
- Managed 50 application processes and registrations for new customers.
- Maintained inventory of toner and spare parts for seamless operations.
- Collaborated with technical team for service call stock reconciliation and customer updates.
- Ordered spare parts and toner monthly to support operational needs.
- Executed print jobs for various documentation requirements.
- Collected monthly meter readings via telephone to ensure accurate billing.
Business Support Technical Specialist
Telkom SA
Pretoria
01.2012 - 12.2014
- Client liaison, internet technical experience, and extensive product knowledge.
- Assisting clients through troubleshooting, understanding technical issues, communicating to simplify known issues, and resolving them.
- Assist in the capacity of team manager for six months.
- Getting directly to the centre manager and my manager.
- Within this position, I was responsible for team KPI's, training a team during this period, and for the team.
- Conducted weekly and monthly feedback on progress and adherence to performance.
- Led weekly meetings.
- Attended and participated in staff meetings.
- Managed over 100 incoming calls and emails per day from customers.
Voice Over Artist (Part Time)
Government Communication and Information System
Pretoria
2007 - 01.2012
- Interpreted scripts to enhance clarity and audience engagement.
- Produced radio drama, utilizing creative storytelling techniques.
- Developed government advertisements to effectively communicate key messages.
Stock Controller
Sterkinekor
Pretoria
06.2010 - 12.2011
- Managed inventory levels to ensure optimal stock availability and minimize discrepancies.
- Conducted regular audits of stock to maintain accuracy and consistency in inventory records.
- Developed and implemented efficient stock control procedures to enhance operational efficiency.
- Led training sessions for new staff on inventory management systems and best practices.
- Analyzed stock trends to identify opportunities for reducing excess inventory costs.
- Maintained detailed records of all stock movements, providing valuable data for decision-making purposes.
Receptionist
Hlayisanani Financial Services
Pretoria
01.2009 - 05.2010
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
- Provided exceptional customer service by addressing client inquiries and resolving issues promptly.
- Coordinated communication between departments, enhancing workflow efficiency and information sharing.
- Maintained organized filing systems for client records and sensitive documents to ensure confidentiality.
- Streamlined office procedures, improving reception area functionality and reducing wait times for clients.
- Trained new reception staff on company protocols and customer service standards to ensure consistency.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
Education
Safety Management -
UNISA
Pretoria, South AfricaCall Centre Certificate -
Corner Stone
Pretoria, South AfricaGrade 12 -
Giyani High School
Giyani, South AfricaSkills
Customer inquiry handling
Team KPI monitoring
Performance feedback
Quality monitoring
Customer service
Problem-solving
Time management
Attention to detail
Problem-solving abilities
Multitasking Abilities
Accomplishments
I have won employee of the month several times and I have telephone etiquette certificate from C-track.
References
Available on request.
Timeline
Tender Administrator
Jenrhul Enterprise (pty) Ltd
04.2025 - Current
Quality Assurance Lead
Tirisan Tech Solutions
10.2021 - 03.2025
Contact Centre Agent
ICT Works
04.2018 - 09.2021
Call Centre Agent
C-track SA
04.2015 - 04.2018
Business Support Technical Specialist
Telkom SA
01.2012 - 12.2014
Stock Controller
Sterkinekor
06.2010 - 12.2011
Receptionist
Hlayisanani Financial Services
01.2009 - 05.2010
Document Control Specialist
Copy Zone
2015 - 03.2015
Voice Over Artist (Part Time)
Government Communication and Information System
2007 - 01.2012
Safety Management -
UNISA
Call Centre Certificate -
Corner Stone
Grade 12 -
Giyani High School