Noluthando Nkosi
Technical Support And Customer Service Consultant
Cape Town
Summary
Competent Technical and Customer service support consultant well-versed in assisting customer with queries regarding orders mobile device and peripheral equipment problems. Familiar with administration, sales and technical support. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
4
4
Certifications
Work History
Technical Support Associate
Amazon Development
Remote
04.2023 - Current
- Delivering timely, accurate and professional customer service to Amazon customers
- Helping solve problems such as: locating package; connecting Echo to Fire TV; returning item; or assisting delivery driver to get package to customer on time
- Investigating and resolving queries regarding Amazon's digital services and devices, such as Kindle, Echo and Fire TV (among others) and providing technical support to customers.
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions
- Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions
- Provided timely responses to customer inquiries, ensuring high level of client satisfaction and retention
Merchant Service Consultant
CapabilityBpo
Durban
10.2021 - 02.2023
- Calculated revenue, sales and expenses using financial accounting or spreadsheet software
- Uploaded photos, videos or images to online storefronts or other shopping websites
- Determined and set product prices
- Worked with vendors and supply distributors to negotiate bulk discounts
- Composed descriptions of merchandise for posting to online storefronts, auction sites or other shopping websites
- Corresponded with online customers via electronic mail, telephone, or other electronic messaging.
- Managed over 50 accounts per month
- Boosted client retention rates through regular follow-ups and addressing concerns promptly
- Provided ongoing support to clients, addressing any questions or concerns promptly and professionally, maintaining high levels of client satisfaction
Customer Service Representative / Assistant Team Leader/ Performance Coach
CCI Call Centres
Umhlanga
02.2019 - 09.2021
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities
- Boosted sales by executing complete sales cycle process from prospecting leads through contract negotiations and close
- Strengthened branding initiatives by coordinating annual events to maximize outreach
- Initiated and monitored strategies for retaining and servicing accounts to maintain consistent revenue streams
- Established and serviced 250 accounts in assigned territory.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns
- Coordinated closely with other departments to resolve complex customer issues promptly, enhancing cross-functional collaboration within organization
- Supported colleagues through active listening and problem-solving skills, fostering positive work environment for all team members
- Exemplified company's commitment to delivering exceptional service by always going above and beyond to meet customers'' needs and exceed their expectations
Administration Assistant
E & G Signs
Pinetown
04.2017 - 01.2019
- Greeted visitors or callers to handle questions or direct to appropriate staff
- Organized both physical and digital files and updated reports to coordinate project materials
- Processed financial documents, contracts, expense reports and invoices
- Checked stock to determine inventory levels and maintain office supply products
- Tracked project performance data to generate reports and keep management informed of important trends.
Admin Clerk
Dr H.C Maise
Pinetown
01.2013 - 03.2017
- Delivered exceptional customer service through direct communication with clients and team members
- Performed office automation duties using email, desktop publishing and spreadsheets
- Answered phone to take messages or redirect calls to colleagues
- Maintained records and personnel files to drive administration and office support
- Processed incoming mail and packages and placed envelopes in bins for employees
- Monitored logs and work records to track and manage reports, inventory and supplies.
- Managed over 15 patients per day
- Maintained filing system and organized customer documents for easy retrieval of information
- Enhanced office organization with regular maintenance of files, records, and supplies inventory
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations
Education
Diploma - DIPLOMA IN BUSINESS MANAGEMENT
Boston City Campus
Bellville, South Africa 03.2024 - Current
Diploma - Diploma in Public Relations And Communication
Berea Technical College
Durban, South Africa 01.2024 - 07.2024
High School Diploma -
Risecliff Secondary School
Durban, South Africa 01.2024 - 12.2024
Skills
Technical Support
Customer service
Communication - Interpersonal
Leadership
Time Management
Problem solving
Computer Literacy
Active Listening
Project Management
Transferable
Critical thinking
Organization
Flexibility
Conflict resolution
Personal Information
- Gender: Female
- Nationality: South African Citizen
Certification
CapabilityBPO - 2022 - Top Performer
Accomplishments
- Promoted to 2nd In Charge due to Consistent and Performance
- Recognized as Employee of the September & October for outstanding performance and team contributions.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Reviewed completed work to verify consistency, quality and conformance.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Completed daily quality assurance duties to provide feedback for improvements.
- Offered training and support to keep team members motivated and working toward objectives.
- Maintained daily inventory to facilitate successful material distribution.
References
- Nathier Moegamad Abrahams, Amazon Development Centre, Manager, 060 497 6589
- Heston Narainsamy, Capability Bpo, Team Leader, 067 276 1840
- Pamoney Morenchallal, CCI Call Center, Team Manager, 064 591 2249
- Zama Ngcobo, E&G Signs, Manager, 073 098 7611
- Dr A Bassa/ Dr H Maise, Hiring Doctors, 031 492 3447
Timeline
Diploma - DIPLOMA IN BUSINESS MANAGEMENT
Boston City Campus
03.2024 - Current
Diploma - Diploma in Public Relations And Communication
Berea Technical College
01.2024 - 07.2024
High School Diploma -
Risecliff Secondary School
01.2024 - 12.2024
Technical Support Associate
Amazon Development
04.2023 - Current
Merchant Service Consultant
CapabilityBpo
10.2021 - 02.2023
Customer Service Representative / Assistant Team Leader/ Performance Coach
CCI Call Centres
02.2019 - 09.2021
Administration Assistant
E & G Signs
04.2017 - 01.2019
Admin Clerk
Dr H.C Maise
01.2013 - 03.2017
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