Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nkateko Shilubane

Quality Assurance
Johannesburg

Summary

Dedicated and customer-focused Customer Service Representative (CSR) with over 5 years of experience in delivering exceptional customer support and ensuring high levels of client satisfaction. Skilled in managing customer inquiries, resolving issues promptly, and maintaining a positive brand reputation. Experienced in quality control processes, ensuring adherence to standards and continuous improvement initiatives. Strong attention to detail, problem-solving abilities, and the ability to analyze customer feedback for actionable insights. Adapt at collaborating with cross-functional teams, delivering innovative solutions, and creating Impactful marketing plans tailored to business objectives.

Quality Assurance Analyst with experience in detailed technical specifications. Offers collaborative style and has outstanding communication skills. Expertise in test reporting and defect resolution.

Driven Quality Assurance professional offering dynamic understanding of manual and automated testing strategies. Highly communicative and experienced in data analysis. Eagerly collaborates with development teams to identify and resolve issues.

Overview

10
10
years of professional experience
2005
2005
years of post-secondary education

Work History

Quality Assurance Analyst

Merchants (Comcast)
11.2022 - 08.2024
  • Analyze data and performance metrics to identify trends, patterns, and areas for improvement.
  • Provide feedback, training, and coaching to employees to maintain and improve quality performance.
  • Review and analyze customer feedback, complaints to identify root causes and implement corrective actions.
  • Develop and maintain quality documentation, including procedures, work instructions, and operating procedures (SOPs).
  • Mentored and coached team members on QA topics and strategies.
  • Participate in continuous improvement initiatives and recommend process improvements to enhance quality and productivity.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Stay updated on industry trends, regulations, and best practices related to quality management.
  • Participate in internal and external audits to ensure compliance with quality standards and regulations.
  • Prepare and present reports on quality performance and trends to management and other stakeholders.
  • Training staff on complaint management procedures and best practices, ensuring that staff are equipped to handle complaints effectively.
  • Ensuring all customer interactions are resolved at first instance (FCR achieved)

Retentions

Merchants (Comcast)
03.2022 - 08.2024
  • Use active listening and empathy to resolve customer issues
  • Communicate urgency with various departments to rectify customer issues.
  • Minimize churn by offering product bundles and pricing that meet customer needs.
  • Encourage retention by contacting clients at high churn points to ensure satisfaction and extend contracts.
  • Meet or exceed budgeted retention goals for all product lines.
  • Demonstrate strong problem-solving and communication skills.
  • Maintain regular, consistent, and punctual attendance, including nights and weekends as necessary.

CSR

Dsv Mounties
11.2019 - 12.2020
  • Process and input all customer orders
  • Running and printing shipments from WMS
  • Run stock reports to check for product availability.
  • Generate all related paperwork and necessary information required for customer work orders
  • Checking all orders for special requests
  • Expediting any order as necessary, trace orders as required and notify customer of any activity concerning their merchandise
  • Follow up with other departments to ensure the service standards are being met.
  • Assure proper invoicing of accounts by verifying customers as required.
  • Handles returned merchandise in an efficient manner and assure proper credit is given to the customer.

CSR-Multichoice SA

Multichoice SA
06.2014 - 08.2019
  • Respond to customer inquiries regarding Multichoice products and services.
  • Resolve technical issues, billing queries, and subscription-related concerns on live chat and social media.
  • Process customer requests (upgrades, downgrades, cancellations).
  • Provide product information, promotions, and offers.
  • Troubleshoot and escalate complex issues to relevant teams.
  • Maintain accurate records of customer interactions.
  • Meet or exceed customer satisfaction and first-call resolution targets

Education

National Certificate -

Dzj Mtebule High School

Marketing Management - incomplete

Unisa

Certificate in Digital Marketing - undefined

Future Learn

Skills

Analytical Thinking

Critical Thinking

Problem Solving

Time Management

Decision Making

Conflict Resolution

Data Analysis

Leadership

Customer Service

undefined

Timeline

Quality Assurance Analyst

Merchants (Comcast)
11.2022 - 08.2024

Retentions

Merchants (Comcast)
03.2022 - 08.2024

CSR

Dsv Mounties
11.2019 - 12.2020

CSR-Multichoice SA

Multichoice SA
06.2014 - 08.2019

Marketing Management - incomplete

Unisa

Certificate in Digital Marketing - undefined

Future Learn

National Certificate -

Dzj Mtebule High School

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Nkateko ShilubaneQuality Assurance