Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Nelisa Nhlapo

Experienced Customer Support Advisor And Coach
Khayelitsha

Summary

Extensive experience in customer relations management with a focus on international clientele. Proven ability to maintain high-quality standards while demonstrating strong attention to detail. Skilled in problem-solving and adapting to dynamic environments, ensuring a positive customer experience. Committed to professionalism and excellence in all interactions. Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.

Overview

10
years of professional experience

Work History

Telus Digital South Africa

Customer Support Representative
01.2025 - Current

Job overview

  • My role at TELUS involves supporting on-the-go e-hauling drivers by assisting with navigation and troubleshooting application issues. I also review fare estimates and document trip details in real time.

TTEC

Customer Relations Manager
01.2023 - 01.2025

Job overview

  • My core responsibilities as a Customer Relations Manager was to ensure customers receive high-quality, consistent service across all contact channels (phone, chat, email, social).
  • I handled complex and often unresolved customer complaints, ensuring timely and satisfactory resolution.
  • It was also my responsibility to identify recurring issues or inefficiencies and collaborate with other departments to improve workflows, policies, or systems.
  • This we achieved by collecting and analyze customer feedback to identify trends and develop customer-centric strategies.
  • At the core of my job description was to ensure I strengthen long-term relationships with customers by maintaining a positive brand image and ensuring high service standards.

OpcommsHQ

Quality Assurance Coach
01.2020 - 01.2022

Job overview

  • Having previously also been a Customer Support Agent for online Betting and Gaming myself, my role as a Quality Coach in this industry entailed guiding and mentoring agents on best practices for customer communication within the online Betting space.
  • Providing feedback based on call reviews and performance metrics.
  • Ensuring agents follow procedures, tone guidelines, and quality standards.
  • Tracking performance indicators such as:
  • Average Handle Time (AHT)
  • First Call Resolution (FCR)
  • Quality assurance scores
  • Customer satisfaction
  • I provided management with clear insights on how our campaigns or products were performing, and highlighted how the agents’ work contributed to achieving overall business goals.

Amazon

Technical Support Agent
01.2016 - 01.2018

Job overview

  • I served digital product customers, focusing on helping users resolve technical issues, navigate the product, and get the best possible experience from the service. My role blended customer service with technical troubleshooting.
  • My main focus was diagnosing and resolving problems related to app performance, connectivity, software bugs, login errors, or feature malfunctions.
  • Guiding customers step-by-step through technical fixes.
  • Escalating advanced or system-level issues to engineers when needed.

Education

University Of The Western Cape

BA from Sociology and Linguistics
01-2015

University Overview

Bachelor of Arts degree. Majors - Sociology and Linguistics.

Skills

Data management

Organization and recordkeeping

Software troubleshooting

Problem-solving abilities

Active listening

Online chat support

Teamwork and collaboration

Customer communication and empathy

Effective communication

Attention to detail

Organizational skills

Call management

Customer service expert

Professionalism

Interpersonal skills

Multitasking

Problem-solving aptitude

Tracking and documentation

Analytical skills

Collaborative team player

Analytical thinking

Written communication

Self motivation

Technical troubleshooting

Training materials development

Excellent communication

Support services

CRM Platforms

Strategic Planner

Conflict Resolution

Timeline

Customer Support Representative
Telus Digital South Africa
01.2025 - Current
Customer Relations Manager
TTEC
01.2023 - 01.2025
Quality Assurance Coach
OpcommsHQ
01.2020 - 01.2022
Technical Support Agent
Amazon
01.2016 - 01.2018
University Of The Western Cape
BA from Sociology and Linguistics
Nelisa NhlapoExperienced Customer Support Advisor And Coach