NJABULO NKUNA
Cape Town
Summary
Results-driven Tier 2 Customer Service Associate with more than 3 years of experience in dynamic, technology-oriented environments. Expertise in data-driven problem-solving and process improvement, consistently exceeding performance KPIs and achieving Top 5% Customer Satisfaction scores. Proven track record in translating technical issues into business impacts, effectively reducing churn and enhancing overall Customer Experience. Strong analytical capabilities in Excel and SQL, dedicated to implementing strategic solutions in client-facing positions.
Overview
7
7
years of professional experience
Work History
Tier 2 Customer Service Associate
Major E-Commerce/Tech Company
09.2022 - Current
- Customer Advocacy & Technical Expertise: Provided expert Tier 2 support via internal ticketing and CRM systems, resolving an average of 75-100 complex, technical customer inquiries weekly across multiple product and service domains. This focused on de-escalation and resolution of high-risk cases to protect customer Lifetime Value (LTV) and brand reputation.
- Data-Driven Process Optimization: Led a data collection and analysis initiative that identified a critical flaw in a key service workflow. Presented quantifiable, data-driven findings to site leadership, resulting in an estimated 8% improvement in process efficiency and significant cost savings.
- Knowledge Management & Scalability: Developed and actively maintained a centralized knowledge base (Quip/Confluence style) to document evolving customer issues and Tier 1 best practices. This initiative reduced new-hire time-to-proficiency and improved organizational readiness.
- Performance & Quality: Consistently exceeded all key performance metrics (KPIs), including quality assurance (QA) adherence (average 98.5%), while maintaining a high CSAT. Received multiple internal quality acknowledgements for precision and customer trust building.
- Cross-Functional Collaboration: Collaborated effectively with engineering, product, and policy teams using Slack and Jira to provide actionable customer feedback, directly contributing to the implementation of new process flows aimed at improving first-contact resolution.
Marketing and Communications Officer
Ngokuzwana Arts And Cultural Organisation NPO
06.2022 - 04.2023
- Digital Analytics & Strategy: Utilized Google Analytics to analyze website traffic and user behavior, refining content strategy and leading to a 25% increase in follower engagement and improved online brand visibility.
- CRM & Reporting: Managed subscriber communications and tracked prospect journeys using HubSpot CRM concepts. Tracked and reported on campaign performance metrics (e.g., CPA, impressions, conversions) to demonstrate clear Return on Investment (ROI) to stakeholders.
- Financial & Event Management: Organized and coordinated cultural events, managing full logistics and budgets. Successfully managed a ZAR 50,000 budget, ensuring maximum resource allocation and event profitability.
Sales Representative and Analyst
Sqomani Authentic Wear
11.2021 - 10.2022
- Market Analysis & Revenue Growth: Conducted comprehensive market research and customer segmentation analysis using Advanced Excel techniques to pinpoint high-potential growth opportunities.
- Data-Driven Sales Strategy: Developed and implemented a new data-driven sales strategy that successfully increased quarterly revenue by 12% and consistently exceeded personal sales targets by an average of 15%.
- Business Intelligence Reporting: Created and maintained dynamic data visualization reports and Excel dashboards to monitor key sales KPIs (e.g., Conversion Rate, Pipeline Health) and provide leadership with clear, real-time insights into sales performance.
Assistant Administrator
Good Shepherd Home Based Care (NGO)
01.2019 - 11.2021
- Operational Efficiency: Provided essential administrative support, including accurate data entry, scheduling, and records management, contributing to a 99.5% data integrity rate for patient and operational records.
- Process Improvement: Actively contributed to internal projects focused on organizational process efficiency, specifically assisting in the digitization of paper records which reduced data retrieval time by approximately 3 hours per week.
Education
Diploma - Marketing
Cape Peninsula University of Technology
12.2027
Certificate - Systems Development
Boston City Campus
12.2027
Certificate - Digital Marketing & E-Commerce
Coursera
12.2025
Matric - undefined
Sovetjheza Senior Secondary School
11.2018
Skills
- Data & Analytics: Microsoft Excel (Advanced: VLOOKUP, Pivot Tables, Data Modeling, Visualization), Google Analytics, Root Cause Analysis (RCA), Trend Identification, Business Process Mapping
- CRM & Support Tools: Salesforce (Familiarity), Ticketing & Order Management Systems, Concession Workflows, HubSpot (Marketing/CRM), Slack/Teams (Communication)
- Technical Concepts: SQL (in progress), Python (Foundational), Familiar with HTML/JavaScript concepts, GitHub/GitLab (Version Control Concepts), API Interaction Fundamentals
- Collaboration & KM: Quip/Confluence (Knowledge Base Management), Jira (Issue Tracking), Microsoft Office Suite, Google Suite
- Customer ServiceCustomer Obsession, Empathy, Communication, Active Listening, Conflict Resolution, Troubleshooting
Websites
LANGUAGES
English (Native), Sotho (Native), Professional Proficiency in Zulu, Xhosa, Ndebele, and Tswana.
References
Available upon request.
Timeline
Tier 2 Customer Service Associate
Major E-Commerce/Tech Company
09.2022 - Current
Marketing and Communications Officer
Ngokuzwana Arts And Cultural Organisation NPO
06.2022 - 04.2023
Sales Representative and Analyst
Sqomani Authentic Wear
11.2021 - 10.2022
Assistant Administrator
Good Shepherd Home Based Care (NGO)
01.2019 - 11.2021
Diploma - Marketing
Cape Peninsula University of Technology
Certificate - Systems Development
Boston City Campus
Certificate - Digital Marketing & E-Commerce
Coursera
Matric - undefined
Sovetjheza Senior Secondary School