Nelisa Ntombenhle MBANYANA
Johannesburg
Summary
Dedicated professional with a strong team-oriented approach and proven problem-solving skills. Expertise in managing high workloads while delivering exceptional service quality and enhancing customer satisfaction. Committed to continuous professional development and driving team success through effective communication and operational excellence. Experienced chat support representative skilled in technical issue resolution and customer retention, consistently reducing escalations and improving performance metrics.
Overview
13
13
years of professional experience
Work History
Lead Generation Agent
COMMZA
Remote
07.2025 - 12.2025
- Achieved daily and weekly call and lead generation targets consistently.
- Executed cold calling campaigns that resulted in improved identification and qualification of leads.
- Facilitated identification and qualification of potential leads through high-volume outbound cold calling.
- Transformed cold leads into warm prospects through effective communication.
- Enhanced lead conversion rates by building rapport quickly over the phone.
- Professionally introduced products and services while engaging with prospects.
- Recognised customer needs and aligned them with appropriate solutions.
- Scheduled appointments and follow-ups for sales teams.
- Verified customer information to support accurate lead database creation.
Chat Support Representative
Webtech Interactive Media Ltd
Remote
01.2023 - 06.2025
- Provided real-time technical support and issue resolution via live chat, enhancing customer satisfaction and reducing response times by 30% at Webtech Interactive Media Ltd.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Resolved technical issues for customers by utilising comprehensive knowledge of company products and services.
- Enhanced customer retention through professional and empathetic communication in all interactions.
- Delivered exceptional support by responding to customer requests with tailored recommendations to meet their needs.
- Reduced escalations to higher-level support teams by resolving customer issues effectively at first point of contact.
Property Consultant
Harcourts Real Estate
Johannesburg, South Africa
02.2021 - 11.2022
- Guided clients through property acquisitions, facilitating seamless transactions from initial search to closing.
- Negotiated favorable contract terms for clients through strong communication and negotiation skills.
- Increased property sales by developing and implementing effective marketing strategies.
- Managed property listings, providing accurate and timely information to attract potential buyers.
- Coordinated open houses and private showings, showcasing properties in their best light to attract potential buyers.
- Provided personalised service to clients, addressing individual needs and improving overall satisfaction.
Childcare
LITTLESTEP
Johannesburg
01.2019 - 03.2020
- Supervised and monitored children's safety, ensuring a secure environment for play and learning.
- Organised activities and implemented a curriculum that encouraged exploration of interests and facilitated learning about the world.
- Prepared and organised nutritious mealtimes and snacks, promoting healthy eating habits among children.
- Facilitated personal hygiene routines for children.
- Provided diaper changing for infants and toddlers.
Receptionist
MADYS HAIR BOUTIQUE
Johannesburg
01.2016 - 06.2019
- Managed customer bookings, greeted clients, maintained stock levels, and promoted products and services to enhance sales opportunities.
- Processed transactions through cash and card payments, ensuring accurate and efficient handling of customer finances.
- Maintained a busy station while assisting beauticians with their requests to ensure smooth operations.
Customer Service Ambassador
Madd's Pub and Sizzle
Johannesburg
05.2013 - 11.2015
- Provided exceptional customer service, resolving issues promptly and exceeding expectations.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Delivered outstanding internal and external customer service, addressing needs and fostering satisfaction.
- Collaborated with customer service team to enhance customer experience and resolve inquiries efficiently.
- Welcomed customers, served drinks, provided orientation to business facilities, directed them to seats, and attended to orders and requests, ensuring a positive experience.
Education
Certificate -
Customer Care Skills And Telephonic Etiquette
Johannesburg05-2026
CARE CERTIFICATE -
Caredemy
online 05-2026
Certificate - Presentation skills and digital photography
Word processing, powerpoint, Excel, outlook.
Johannesburg05-2026
Not complete - project management, communication, E-commerce and mathematics
business management and practice
Johannesburg05-2026
Higher National Certificate -
Johannesburg05-2026
No Degree -
RE5
Johannesburg, South Africa03-2026
Skills
- Empathy display
- Adaptability and flexibility
- Teamwork and collaboration
- Problem-solving aptitude
- Calm under pressure
- Understanding customer needs
- Communication
- Customer service
- Attention to detail
- Continuous improvement
- Time management abilities
- Customer service excellence
References
- Bianca Manana, COMMZA, +27 786973655
- Ntombi Zuzani, Family Relative, +27 78 442 7116
- Matthew Mackay, Harcourt's Real Estate, +27 832836957
Timeline
Lead Generation Agent
COMMZA
07.2025 - 12.2025
Chat Support Representative
Webtech Interactive Media Ltd
01.2023 - 06.2025
Property Consultant
Harcourts Real Estate
02.2021 - 11.2022
Childcare
LITTLESTEP
01.2019 - 03.2020
Receptionist
MADYS HAIR BOUTIQUE
01.2016 - 06.2019
Customer Service Ambassador
Madd's Pub and Sizzle
05.2013 - 11.2015
Certificate -
Customer Care Skills And Telephonic Etiquette
CARE CERTIFICATE -
Caredemy
Certificate - Presentation skills and digital photography
Word processing, powerpoint, Excel, outlook.
Not complete - project management, communication, E-commerce and mathematics
business management and practice
Higher National Certificate -
No Degree -
RE5