Madina Sibisi
Research & Customer Relations Professional
Durban
Summary
Driven Customer Service and Administrative Professional with experience in research, client communication, relationship management, and administrative support. Skilled in conducting research, building rapport, managing high-volume telephone interactions, and maintaining accurate documentation. Highly organized, target-driven, and eager to develop a career in professional recruitment.
Overview
4
4
years of professional experience
Work History
Telephonic Counsellor
SADAG( South African Depression as Anxiety Group)
02.2025 - Current
- Managed approximately 20–30 incoming telephone and digital inquiries daily while providing compassionate support to clients.
- Gather, verify, and document client information accurately while maintaining confidentiality.
- Prepare detailed case reports and maintain accurate records to support service delivery.
- Analyses client information to determine appropriate referrals and escalation pathways.
- Coordinate communication between clients, supervisors, and external stakeholders.
- Maintain electronic documentation and ensure information is complete and accurate.
- Manage multiple client enquiries while meeting quality and response standards.
Personal Shopper
Onecart (Woolworths)
10.2023 - 06.2024
- Assisted over 30 customers daily in selecting and substituting products, consistently attaining a substitution success rate of 90-100%.
- Verified product information to ensure order accuracy.
- Maintained detailed order records and documentation.
- Assisted customers with enquiries while resolving issues efficiently.
- Managed multiple priorities in a fast-paced environment.
Call Centre Agent
AB Insurances
05.2023 - 06.2023
- Handled 50+ inbound and outbound calls daily, promoting insurance products and providing policy information.
- Converted 10-15 leads per week into active policies, meeting and exceeding sales targets.
- Prepared and processed 20-30 client applications weekly, ensuring accuracy and compliance with company procedures.
- Coordinated between clients, underwriters, and internal teams for 30+ cases, ensuring timely policy issuance.
- Maintained 100% confidentiality of client data while delivering excellent customer service to drive client satisfaction and retention.
Invoice Clerk
Nicholas & Refrigeration & Repairs
11.2022 - 02.2023
- Processed 20-25 invoices daily and maintained accurate financial and administrative records.
- Verified documentation before processing payments.
- Assisted customers with invoice and account inquiries.
- Liaised with internal staff regarding billing documentation.
- Maintained organized filing systems and electronic records.
- Prepared reports and assisted with reconciliation processes.
- Supported day-to-day office administration.
Education
Bachelor of Arts - Sociology, Psychology
University of KwaZulu-Natal
Pietermaritzburg09-2025
Skills
- Candidate & Company Research
- Relationship Building
- Telephone Communication
- Business Development
- Client Relationship Management
- Lead Research
- Information Verification
- Customer Service
- Microsoft Excel
- Time Management
- Administration
- Attention to Detail
- Written Communication
- Problem Solving
Timeline
Telephonic Counsellor
SADAG( South African Depression as Anxiety Group)
02.2025 - Current
Personal Shopper
Onecart (Woolworths)
10.2023 - 06.2024
Call Centre Agent
AB Insurances
05.2023 - 06.2023
Invoice Clerk
Nicholas & Refrigeration & Repairs
11.2022 - 02.2023
Bachelor of Arts - Sociology, Psychology
University of KwaZulu-Natal