Nomusa Shabane
Johannesburg
Summary
Specialist in Culture and Engagement, Talent Acquisition, and Customer Support with expertise in employee engagement, data reporting, and technical support. Skilled in fostering strong customer relationships, troubleshooting, and implementing recognition programs to enhance company culture. Focused on driving innovative solutions and strategic growth to elevate organizational performance and employee satisfaction.
Overview
11
11
years of professional experience
Work History
Specialist, Culture and Engagement, Talent acquisition & customer experience
Concentrix-Webhelp
Johannesburg, Gauteng
09.2024 - Current
- Fostered employee engagement initiatives to enhance morale and increase productivity
- Cultivated company culture through initiatives that improved workplace environment
- Developed recognition programs to celebrate employee contributions and strengthen team cohesion
- Identified and sourced candidates to fill job vacancies
- Screening and interviewing
- Managing the hiring process
- Facilitated onboarding process for new employees
- Collaboration
- Data and reporting
- Building trusted relationships with customers
- Provided innovative solutions to address client needs
- Resolved device-related issues to enhance user experience
- Provided technical support to users for device issues
- Managed billing procedures to ensure accurate invoicing
Customer Service Consultant
Merchants - Comcast/Xfinity
Parktown
11.2023 - 08.2024
- Sets clear expectations by providing accurate information and transparent communication.
- Takes a consultative approach to finding custom solutions to customers' needs. Assisting customers with technical support and retaining their services
- Resolves customer complaints/concerns through active listening, empathy, professionalism and problem solving and upselling.
- Lowering customers' bills by offering them promotions on their packages.
- Responding to queries when customers are having a hard time understanding what they are paying for.
- Sending emails to customer for a better understanding of what they are paying for.
Customer Service
Merchants - Instacart
05.2021 - 10.2023
- Assisting shoppers and customers through chats and calls
- Ensuring all customers and shoppers information is correct and updated on system. (tel numbers and addresses.)
Top Collector
Transaction Capital Recoveries
05.2015 - 03.2021
- Calling customers using automatic dialing system
- Attempt to collect payments
- Informing clients of overdue accounts and amount currently owing
- Ensuring all customers' information is correct and updated on system. (tell numbers and addresses.)
- Set up repayments plans
- Locate debtors with the learning and utilization of several resources of information of adding, changing, and capturing info on the system.
- Managing objections effectively through the use of professional negotiating skills as a collector
Education
Certificate -
Unisa
12-2025
Certificate - Office Administration And Secretarial
Mandlenkosi Secondary School
DurbanCertificate - Computer Studies
H-Tech Collage
Certificate - Communication Science
H-Tech Collage
Skills
- Onboarding
- Data and reporting
- Collaboration
- Employee Engagement
- Company culture
- Recognition Programs
- Resourcing Candidates
- Screening and interviewing
- Managing the hiring process
- Sales Negotiation Skills
- Strategic Thinking
- Business Development
- Marketing Management
- Fieldwork Experience
- Organisational and Analytical
- Interpersonal
- Writing
- Research and Development
- Microsoft Office
- Data analytics
- Capturing
- WFH experience
- Protecting PII
- POPI act Compliance
- Relationship building
- Recruitment strategies
- Communication skills
- Business process improvement
- Performance optimisation
- Customer service excellence
- Team Leadership
- Technical troubleshooting
- Flexibility
- Computer literacy
- Written and verbal communication
- Leadership in team settings
- First Aid certification
- Negotiation expertise
Accomplishments
Recognized as the best Employee in the entire organization for the month of October and November 2025.
Custom
- Bongani Mabunda, Operations Manager, +27 65 925 4424, Concentrix
- Tshepo Dichabe, Team Leader, tsepo.dichabe@merchantscx.com, 067 275 2153, 011 575 1543, Merchants - Instacart
- Bonolo Nodona, Facilitator, +27 62 314 6288, Merchants Comcast
Timeline
Specialist, Culture and Engagement, Talent acquisition & customer experience
Concentrix-Webhelp
09.2024 - Current
Customer Service Consultant
Merchants - Comcast/Xfinity
11.2023 - 08.2024
Customer Service
Merchants - Instacart
05.2021 - 10.2023
Top Collector
Transaction Capital Recoveries
05.2015 - 03.2021
Certificate -
Unisa
Certificate - Office Administration And Secretarial
Mandlenkosi Secondary School
Certificate - Computer Studies
H-Tech Collage
Certificate - Communication Science
H-Tech Collage