Nomkhitha Jamela
Customer Service Advisor
Cape Town,WC
Summary
Dynamic Customer Service Advisor with proven expertise at Callforce Outsourcing, excelling in complaint handling and customer relations. Enhanced customer satisfaction through effective problem-solving and active listening, achieving improved first-call resolution rates. Skilled in call center operations and schedule management, consistently fostering a collaborative environment to drive team productivity.
Overview
8
8
years of professional experience
Work History
Customer Service Advisor
Callforce Outsourcing
09.2025 - Current
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Managed Medical team schedule.
- Assist patients with bookings
- Consult patients navigate facilities and Primary care providers schedules.
Customer Operations Specialist
Teleperformance SA
08.2024 - 02.2025
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Update Policy/Process payments
- Boosted team productivity by providing ongoing training and support to fellow specialists.
- Enhanced customer satisfaction by efficiently resolving issues and addressing concerns.
- Improved overall operational efficiency, contributing to company growth and success.
- Escalate complaints.
Customer Service Advisor
Capita SA
08.2023 - 02.2024
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Update policy data
- Process payments
Administrator
Uber / Lulaway
10.2017 - 10.2019
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Maintained personnel records and updated internal databases to support document management.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Improved employee productivity with effective time management strategies for daily tasks.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Coordinated company events and meetings to foster teamwork and boost employee morale.
Education
NCV Level 4 - Business Management
College Of Cape Town
Cape Town, South Africa 04.2001 -
Skills
Call center operations
Timeline
Customer Service Advisor
Callforce Outsourcing
09.2025 - Current
Customer Operations Specialist
Teleperformance SA
08.2024 - 02.2025
Customer Service Advisor
Capita SA
08.2023 - 02.2024
Administrator
Uber / Lulaway
10.2017 - 10.2019
NCV Level 4 - Business Management
College Of Cape Town
04.2001 -