Nomusa Shabane
Customer Support
Johannesburg
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. The companies I’ve worked with are: Concentrix BPO( Verizon), Merchants BPO(Comcast/Xfinity) and Instacart
Overview
11
11
years of professional experience
Work History
Game changer-customer support
Concentrix - Verizon
09.2024 - Current
- Troubleshooting device-related issues
- Assisting with billing inquiries
- Responding to service inquiries
- Providing innovative solutions
- Building trusted relationships with customers
- Technical support
Customer Service Consultant
Merchants – Comcast/Xfinity
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.)
- Protecting PII
- POPI act. Compliance
Transaction Capital Recoveries – Top Collector
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
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Mandlenkosi Secondary School
DurbanCertificate - Office Administration And Secretarial
H-Tech Collage
Certificate - Computer Studies
H-Tech Collage
Certificate - Communication Science
Unisa
12.2025
Skills
Sales Negotiation Skills and business skills
Strategic Thinking and Business Development
Marketing Management (General and Digital)
Fieldwork Experience
Organizational and Analytical
Interpersonal, Writing, Research and Development
Microsoft Office: Word, Excel, Outlook, PowerPoint, Access
Data analytics and Capturing
WFH experience
Sales Negotiation Skills
Business Skills
Strategic Thinking and Business Development
Marketing Management (General and Digital)
Fieldwork Experience
Organizational and Analytical
Interpersonal, Writing, Research and Development
References
- Nomvelo, Radebe, team leader, +27 67 114 7365, 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
Accomplishments
I’ve been recognised as the best customer support in an entire organisation for the month of October and November 2025
Timeline
Game changer-customer support
Concentrix - Verizon
09.2024 - Current
Customer Service Consultant
Merchants – Comcast/Xfinity
11.2023 - 08.2024
Customer Service
Merchants – Instacart
05.2021 - 10.2023
Transaction Capital Recoveries – Top Collector
05.2015 - 03.2021
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Mandlenkosi Secondary School
Certificate - Office Administration And Secretarial
H-Tech Collage
Certificate - Computer Studies
H-Tech Collage
Certificate - Communication Science
Unisa