Hubspot
PHIWOKUHLE NDLOVU
Customer Support Advisor
Midrand
Summary
Seasoned professional with a strong background in call center operations, offering extensive experience and expertise to enhance team performance. Recognized for flexibility, adaptability, and reliability, with a proven track record in managing international and global processes. Skilled in developing innovative solutions tailored to management and operational environments, poised to leverage strengths to drive positive transformation. Committed to adding significant value to a dynamic team through strategic insights and effective collaboration.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Travel Consultant
The Travel Corporation
05.2025 - 12.2025
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Played a key role in delivering high-quality service while identifying opportunities to enhance the guest experience through additional product offerings.
- Deliver Top-Tier Service: Provide friendly, efficient, and helpful support, consistently exceeding guest expectations. Upselling: Recommend additional services and products tailored to guests’ needs to enhance their experience.
- Problem Solving: Effectively resolve inquiries and issues while maintaining a high level of guest satisfaction. CRM Management: Accurately track guest interactions, preferences, and sales opportunities using our CRM tools. Build Relationships: Cultivate trust and loyalty with repeat guests and key partners through consistent, personalized engagement. Collaborate: Work closely with the team to achieve goals and continuously improve the quality of service.
Deliver Top-Tier Service: Provide friendly, efficient, and helpful support, consistently exceeding guest expectations. - Upselling: Recommend additional services and products tailored to guests’ needs to enhance their experience.
- Problem Solving: Effectively resolve inquiries and issues while maintaining a high level of guest satisfaction.
- CRM Management: Accurately track guest interactions, preferences, and sales opportunities using our CRM tools.
- Build Relationships: Cultivate trust and loyalty with repeat guests and key partners through consistent, personalized engagement.
- Collaborate: Work closely with the team to achieve goals and continuously improve the quality of service.
- Organized group tours, ensuring a seamless experience from start to finish for all participants.
- Negotiated with vendors to secure competitive rates, resulting in cost-effective travel options for clients.
- Organized trips for individual, family and business travelers.
- Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
- Collected, handled and documented payments for travel services and associated feels.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Handled sensitive information with professionalism and discretion.
Customer Support Advisor
Concentrix Pty Ltd
10.2023 - 04.2025
- Expertly handled high-priority, escalated customer cases from initiation to successful resolution.
- Diligently managed work orders to meet and exceed business Service Level Agreements (SLAs).
- Upheld strict adherence to behavioral and compliance standards consistently.
- Actively shared expertise and provided mentorship within the team to enhance collective performance.
- Effectively communicated pertinent campaign updates to stakeholders, ensuring seamless service delivery.
- Committed to maintaining and exceeding quality standards.
- Prioritized first contact resolution, ensuring customer inquiries were efficiently handled.
- Collaborated with cross-functional teams, promptly reporting issues and delivering exceptional service.
- Consistently delivered outstanding customer service.
- Proactively identified and capitalized on opportunities to enhance customer satisfaction.
- Leveraged data-driven insights and customer feedback to drive continuous improvement.
- Ensured first contact resolution in all interactions.
Customer support agent (e-commerce)
Quantanite Pty Ltd
11.2022 - 09.2023
- Efficiently managed customer queries via phone and email, ensuring timely and accurate resolution.
- Proactively identified and resolved customer issues, enhancing satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Utilized CRM systems to document and track customer interactions, ensuring seamless communication.
- Provided exceptional service, consistently exceeding performance targets.
- Demonstrated strong problem-solving skills, effectively addressing customer concerns.
- Maintained up-to-date knowledge of product offerings, ensuring accurate information dissemination.
- Contributed to team success by sharing insights and best practices.
- Ensured compliance with company policies and procedures, maintaining professionalism.
- Actively participated in training sessions to enhance product knowledge and service delivery.
Customer service associate (remotely)
Amazon Web Services
08.2022 - 01.2023
- Efficiently documented and updated customer interaction data, ensuring the integrity of customer information.
- Resolved complaints with poise and professionalism, ensuring customer satisfaction and retention.
- Swiftly managed and resolved technical issues, delivering quality service.
- Proactively identified product recommendations, elevating customer satisfaction levels.
- Utilized CRM tools to track and analyze customer interactions, optimizing service delivery.
- Enhanced customer relationships through genuine engagement and personalized service.
- Provided technical support, addressing complex inquiries with expertise.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Guided customers in understanding product specifications and features.
Customer service coordinator
Quantanite Pty Ltd
02.2022 - 08.2022
- Served as customer service coordinator for Worthy.com, a prominent auction platform specializing in diamond, jewelry, and luxury watch sales.
- Managed and coordinated customer inquiries, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Utilized CRM systems to track and analyze customer interactions, optimizing service delivery.
- Provided exceptional service, consistently exceeding performance targets.
- Demonstrated strong problem-solving skills, effectively addressing customer concerns.
- Maintained up-to-date knowledge of product offerings, ensuring accurate information dissemination.
- Contributed to team success by sharing insights and best practices.
- Ensured compliance with company policies and procedures, maintaining professionalism.
- Actively participated in training sessions to enhance product knowledge and service delivery.
Web chat Agent
Quantanite Pty Ltd
07.2021 - 02.2022
- Provided exceptional customer service with a strong focus on quality and efficiency.
- Delivered outstanding service via web chat, ensuring seamless communication.
- Utilized CRM systems to document and track customer interactions, ensuring seamless communication.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Provided exceptional service, consistently exceeding performance targets.
- Demonstrated strong problem-solving skills, effectively addressing customer concerns.
- Maintained up-to-date knowledge of product offerings, ensuring accurate information dissemination.
- Contributed to team success by sharing insights and best practices.
- Ensured compliance with company policies and procedures, maintaining professionalism.
- Actively participated in training sessions to enhance product knowledge and service delivery.
Outbound VAPS Agent
Innovation Group Business Services
06.2020 - 07.2021
- Conducted outbound calls to Toyota motorists in South Africa, promoting value-added products and services.
- Expertly managed customer inquiries, providing accurate information and resolving issues.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Utilized CRM systems to track and analyze customer interactions, optimizing service delivery.
- Provided exceptional service, consistently exceeding performance targets.
- Demonstrated strong problem-solving skills, effectively addressing customer concerns.
- Maintained up-to-date knowledge of product offerings, ensuring accurate information dissemination.
- Contributed to team success by sharing insights and best practices.
- Ensured compliance with company policies and procedures, maintaining professionalism.
- Actively participated in training sessions to enhance product knowledge and service delivery.
Claims coordinator/consultant
Innovation Group Business Services
05.2017 - 06.2020
- Expertly managed property claims for Liberty Mutual across North America, including damage restoration.
- Efficiently fielded customer inquiries, participating in home content claims.
- Coordinated with contractors to ensure prompt and effective repair of damaged structures.
- Oversaw progress from initial contact to completion, ensuring timely and satisfactory resolution.
- Demonstrated proficiency in policy analysis, assisting customers in understanding coverage benefits.
- Adapted to the challenges presented by the COVID-19 pandemic, implementing innovative solutions.
- Achieved targets consistently, contributing to campaign success.
Sales agent
Innovation Group Business Services
01.2015 - 03.2019
- Supervised outbound call campaigns targeting UK-based clients, promoting insurance products and services.
- Expertly gathered customer information, ensuring compliance with company policies.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Utilized CRM systems to track and analyze customer interactions, optimizing service delivery.
- Provided exceptional service, consistently exceeding performance targets.
- Demonstrated strong problem-solving skills, effectively addressing customer concerns.
- Maintained up-to-date knowledge of product offerings, ensuring accurate information dissemination.
- Contributed to team success by sharing insights and best practices.
- Ensured compliance with company policies and procedures, maintaining professionalism.
- Actively participated in training sessions to enhance product knowledge and service delivery.
Sales consultant
Clientele Life
10.2017 - 01.2019
- Supervised outbound call campaigns targeting UK-based clients, promoting insurance products and services.
- Expertly gathered customer information, ensuring compliance with company policies.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Utilized CRM systems to track and analyze customer interactions, optimizing service delivery.
- Provided exceptional service, consistently exceeding performance targets.
- Demonstrated strong problem-solving skills, effectively addressing customer concerns.
- Maintained up-to-date knowledge of product offerings, ensuring accurate information dissemination.
- Contributed to team success by sharing insights and best practices.
- Ensured compliance with company policies and procedures, maintaining professionalism.
- Actively participated in training sessions to enhance product knowledge and service delivery.
Education
High School Diploma -
Dawnview High School
Johannesburg East South Africa 04.2001 -
Skills
Client Services
Software
Mondayscom
Wordpress
Salesforce
Slack
Gsuite
Gold medal
Interests
Reading, Vlogging, Gym, Spending time with loved ones
References
- Andile Sithole, +27640256165, The Travel Coorporation
- Thando, Khumalo, thando.khumalo@concentrix.com, +27 (83) 501-5484, Concentrix Pty Ltd
- Alexandria, Arendse, alexandria.arendse27@gmail.com, 0763490496, Amazon Web Services
- Peggy, Thage, peggy.thage@quantanite.com, 012 5315 4000, Quantanite Pty Ltd
LINK
LinkedIn: https://za.linkedin.com/in/phiwokuhle-ndlovu-1a0b4a1a8
PERSONAL DETAILS
- Date of birth: 11 Oct 1992
- Nationality: South African
Timeline
Travel Consultant
The Travel Corporation
05.2025 - 12.2025
Customer Support Advisor
Concentrix Pty Ltd
10.2023 - 04.2025
Customer support agent (e-commerce)
Quantanite Pty Ltd
11.2022 - 09.2023
Customer service associate (remotely)
Amazon Web Services
08.2022 - 01.2023
Customer service coordinator
Quantanite Pty Ltd
02.2022 - 08.2022
Web chat Agent
Quantanite Pty Ltd
07.2021 - 02.2022
Outbound VAPS Agent
Innovation Group Business Services
06.2020 - 07.2021
Sales consultant
Clientele Life
10.2017 - 01.2019
Claims coordinator/consultant
Innovation Group Business Services
05.2017 - 06.2020
Sales agent
Innovation Group Business Services
01.2015 - 03.2019
High School Diploma -
Dawnview High School
04.2001 -