MADINA SIBISI
Graduate
Pietermaritzburg
Summary
Thriving in a constantly changing world requires curiosity, adaptability, and a commitment to growth. A Bachelor of Social Sciences graduate with a major in Psychology and Sociology offers a unique blend of people-centered insight and administrative efficiency. Experience in managing client invoices, supporting wellness outreach, and providing telephonic counseling with SADAG has honed strong organizational skills, emotional intelligence, and a deep passion for serving others. This journey focuses on building a meaningful career that harmonizes purpose with professionalism.
Overview
3
3
years of professional experience
Work History
Telephonic Counsellor
SADAG( South African Depression as Anxiety Group)
02.2025 - Current
- Provided empathetic telephonic counseling support to 5-10 callers per shift, supporting individuals experiencing depression, anxiety, suicidal ideation, and psychosocial distress.
- Conducted structured suicide and risk assessments and escalated high-risk cases in accordance with organizational protocols, ethical standards, and confidentiality requirements.
- Completed detailed DAISY case reports for 100+ counseling interactions, ensuring accurate documentation of client concerns, interventions, risk levels, and outcomes.
- Maintained timely and compliant record-keeping on DAISY, adhering to SOPs, POPIA, and professional counseling documentation standards.
- Delivered psychoeducational mental health awareness presentations at UKZN and student residences, reaching 300+ students and promoting stigma reduction.
- Coordinated follow-up communication for 15+ cases, acting as a liaison between clients, supervisors, and external partners to ensure continuity of care.
- Managed highly sensitive and confidential information with discretion, reinforcing trust and ethical practice in all client interactions.
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%.
- Surpassed performance benchmarks by completing daily tasks 20% faster than required.
- Established rapport with 14–30 customers each day, resolving product issues and strengthening client relationships.
- Exceeded minimum in-store service times by 2 minutes, facilitating faster processing without compromising quality.
Call Centre Agent
AB Insurances
05.2023 - 06.2023
- Handled inbound and outbound calls, assisting clients with insurance queries and policy information.
- Resolved customer complaints efficiently, ensuring high levels of client satisfaction. Updated client records accurately on the Excel Spreadsheet.
- Collaborated with underwriters and sales teams to process client applications.
Invoice Clerk
Nicholas & Refrigeration & Repairs
11.2022 - 01.2023
- Processed invoices and ensured timely billing for services rendered.
- Maintained accurate financial records and assisted in monthly reconciliation.
- Collaborated with technicians and admin to verify service completion before billing.
- Provided support in handling customer invoice queries and discrepancies.
Education
Bachelor's Degree - Sociology, Psychology
University of KwaZulu-Natal
09-2025
Skills
Client relations
Data entry & invoicing
Telephonic counselling
Research ethics
Customer service
Microsoft Office proficiency
Adaptability
WEBSITES AND SOCIAL LINKS
Linkedin: https://www.linkedin.com/in/madina-sibisi-739b45247/
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 - 01.2023
Bachelor's Degree - Sociology, Psychology
University of KwaZulu-Natal