Khungeka Bhavuma
Customer Service Representative
Durban,KZN
Summary
Results-driven Customer Service and Training Professional with over six years of experience in call center operations, employee development, and client service excellence. Proven Subject Matter Expert (SME) with expertise in delivering training, coaching teams, optimizing CRM processes, and driving performance improvement. Strong leadership, facilitation, and communication skills, with a track record of enhancing operational efficiency, developing high-performing teams, and achieving organizational objectives through effective learning and development initiatives.
Overview
3
3
Languages
1
1
Certification
6
6
years of professional experience
Work History
Customer Service Representative (Medvi Ded)
Response Carenet Health
Durban, KwaZulu - Natal
02.2026 - Current
- Handled patient inquiries promptly by employing effective communication and analytical techniques.
- Managed patient orders accurately leveraging CRM systems while ensuring meticulous record-keeping.
- Guided patients through GLP-1 medication treatment procedures and product benefits.
- Facilitated patient journeys through intake and onboarding processes maintaining strict accuracy and compliance guidelines.
- Facilitated prompt communication regarding medication shipments boosting patient satisfaction.
- Guided patients through website navigation and online medication orders.
- Coordinated with cross-functional teams to optimize workflow efficiency and reduce response times.
- Preserved thorough documentation while adhering to established quality compliance and confidentiality protocols.
- Exhibited exceptional attention to detail ensuring service accuracy and quality.
- Delivered compassionate, professional patient support while achieving performance and quality standards.
Customer Service Support Specialist
Nutun (SME)
08.2024 - 12.2025
- Resolved 95% of customer queries within SLA targets, consistently maintaining service excellence.
- Introduced feedback initiatives that reduced escalations by 20% and improved team performance.
- Delivered expert product and process training, ensuring accurate and consistent customer support.
- Mentored staff on Power Query and basic Excel macros, reducing weekly reporting time from 4 hours to 10 minutes.
- Designed and implemented company-wide training resources, including process guides, cheat sheets, and video tutorials.
- Developed practical learning activities and role-play simulations to improve knowledge retention and job readiness.
- Facilitated onboarding and coaching programs, enabling new hires to achieve process proficiency quickly.
- Standardized training content to ensure consistent knowledge transfer and operational excellence across teams.
Inbound Call Center Representative
CCI South Africa
01.2021 - 04.2023
- Managed high-volume customer interactions while consistently delivering exceptional service.
- Streamlined call handling processes, improving team efficiency and service delivery.
- Trained and onboarded new employees on call procedures, systems, and customer engagement best practices.
- Developed training materials to support continuous learning and performance improvement.
- Coached team members, increasing first-call resolution by 25%.
- Promoted knowledge sharing and best practices to enhance team performance and service quality.
Education
Diploma in Journalism And Media Studies - Media And Communication Studies
Rosebank College
Durban, KwaZulu- Natal04-2021
High School Diploma -
Sparks Estate Secondary Sschool
Durban, KwaZulu- Natal01-2018
Skills
- Subject Matter Expert and Subject Development
- Active listening
- Customer Relationship Management
- Performance Monitoring
- Conflict Resolution
- Communication Skills
- Team Leadership
- Problem-Solving
- Time Management
- Teamwork and collaboration
Certification
- Top Performer Award – Medvi Services, Response Carenet Health (April & May 2026), in recognition of outstanding performance, service excellence, and consistent achievement of key performance metrics.
- Customer Service Support Excellence Certificate – Nutun, awarded in recognition of outstanding performance as a Top Performer and Subject Matter Expert (SME) for exceptional customer service, knowledge sharing, and team support.
Languages
English
Advanced (C1)
IsiZulu
Upper intermediate (B2)
IsiXhosa
Advanced (C1)
Timeline
Customer Service Representative (Medvi Ded)
Response Carenet Health
02.2026 - Current
Customer Service Support Specialist
Nutun (SME)
08.2024 - 12.2025
Inbound Call Center Representative
CCI South Africa
01.2021 - 04.2023
Diploma in Journalism And Media Studies - Media And Communication Studies
Rosebank College
High School Diploma -
Sparks Estate Secondary Sschool