Pollet Maluleke
Customer Services Representative And ICQA 3PL Specialist
Orlando West, Soweto
Summary
Results-driven ICQA Specialist with experience in inventory management and performance analysis. Skilled in time management and training, enhancing team collaboration to achieve operational efficiency and improve customer experiences.
Overview
6
6
Languages
11
11
years of professional experience
Work History
ICQA 3PL Specialist
Amazon
03.2026 - 07.2026
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment.
- Collaborated with cross-functional teams to streamline order processing workflows.
- Supported customer service initiatives by resolving inquiries and enhancing satisfaction.
- Utilized data analysis tools to monitor performance metrics and identify areas for improvement.
- Conducted training sessions for new employees on company policies and procedures.
- Followed all company policies and procedures to deliver quality work.
- Analyzed sales data to identify trends and adjust marketing strategies accordingly.
Marketplace Operations Support - Merchants
MASSMART(MERCH ANTS)
04.2024 - 03.2026
- Delivered customer support via Zendesk, managing marketplace orders, returns, cancellations, and stock delay issues in a timely and professional manner
- Analyzed daily return reports to identify recurring problems and supported the implementation of process improvements
- Collaborated with cross-functional teams to improve handling of faulty products and enhance overall customer experience
- Handled inbound and outbound customer calls professionally, resolving queries and complaints while maintaining service quality standards
- Responded to customer enquiries via email with clear, accurate, and customer-focused communication
- Used Qcontact to manage call queues, log interactions, and track customer cases throughout the resolution process
- Used G-Scope to capture, update, and monitor customer issues, ensuring visibility and follow-up on open cases
- Provided accurate information regarding orders, deliveries, returns, and account queries to support smooth marketplace operations
- Escalated complex issues appropriately while maintaining ownership of the customer experience and ensuring satisfactory outcomes
- • Maintained detailed records of customer interactions and adhered to established service standards, procedures, and policies
Quality Assurance Agent
MTN CONTACT CENTRE
02.2017 - 12.2021
- Evaluated agent calls for service quality and compliance.
- Provided feedback to improve agent communication.
- Identified training needs and process gaps.
- Conducted quality audits to ensure compliance with service standards and operational procedures.
- Developed and implemented testing protocols for new software releases to enhance user experience.
Customer Service Agent
CCI
02.2015 - 10.2016
- Helped customers daily with SIM swaps, airtime and device queries.
- Resolved escalated complaints professionally.
- Ensured accurate billing and account updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Education
Introduction To Human Resources Management - Introduction To Human Resources Management
IQ ACADEMY
Johannesburg, South Africa 04.2001 -
Diploma in Administration And Computing - Diploma in Administration And Computing
NTAMUNDE
Malamulele, South Africa 04.2001 -
High School Diploma -
MALAMULELE HIGH SCHOOL
Malamulele, South Africa 04.2001 -
Skills
Proficient in [software]
Customer relations
Analytical thinking
Root-cause analysis
Expert problem solving
Problem-solving
Time management
Multitasking
Organizational skills
Advanced communication
Written communication
Technical communication
Teamwork and collaboration
Additional Information
- NTHABISENG MOFOKENG Merchants
Telephone: 0833308827
Email: nthabiseng.mofokengcx@merchants.co.za
- PHIL MATSIMELA MTN
Telephone: 0846084162
- OSCAR BALOYI MTN
Telephone: 0797292597
- Sebastian Swart
Telephone: 0810110378
Timeline
ICQA 3PL Specialist
Amazon
03.2026 - 07.2026
Marketplace Operations Support - Merchants
MASSMART(MERCH ANTS)
04.2024 - 03.2026
Quality Assurance Agent
MTN CONTACT CENTRE
02.2017 - 12.2021
Customer Service Agent
CCI
02.2015 - 10.2016
Introduction To Human Resources Management - Introduction To Human Resources Management
IQ ACADEMY
04.2001 -
Diploma in Administration And Computing - Diploma in Administration And Computing
NTAMUNDE
04.2001 -
High School Diploma -
MALAMULELE HIGH SCHOOL
04.2001 -