PRECILLA NGUNA
Johannesburg
Summary
Detail-oriented and proactive Administrative & Customer Support Professional with experience across operations, technical support, and virtual assistance. Demonstrated expertise in handling high-volume customer inquiries, coordinating administrative tasks, managing digital support channels, and delivering process improvements. Adept in CRM tools, MS Office, and virtual collaboration platforms. Committed to delivering exceptional service, fostering client satisfaction, and supporting organizational efficiency in both remote and in-office environments
Overview
7
7
years of professional experience
Work History
Consumer Operations Rep
Transunion
Johannesburg
06.2024 - 03.2025
- Managed inbound and digital customer support for consumer credit and fraud queries.
- Resolved complex client issues and escalations, maintaining high satisfaction scores.
- Provided technical support for online portals and login/access issues.
- Maintained accurate documentation of all customer interactions in CRM systems.
- Created Excel spreadsheets for reporting, tracking inquiries, and follow-ups.
- Verified and updated customer data, supporting compliance and service accuracy.
Digital Support
WebHelp
Johannesburg
08.2022 - 06.2024
- Company Overview: Amazon Campaign & Verizon
- Delivered remote support via chat and email for billing, product, and technical issues.
- Promoted to Support Coach: trained and mentored junior agents, improving performance.
- Tracked service trends and provided feedback to management for process enhancements.
- Handled high-volume support tickets while ensuring SLA compliance.
- Updated customer records and case notes in internal databases.
- Amazon Campaign & Verizon
Technical Support
Telkom
Johannesburg
10.2021 - 01.2023
- Company Overview: Startek
- Provided end-to-end resolution for internet, voice, and email service issues.
- Troubleshot fiber, DSL, and fixed line connections, ensuring timely fault logging and resolution.
- Used remote access tools to diagnose and fix technical issues for remote customers.
- Improved ticket resolution times by streamlining support processes.
- Startek
Brand Ambassador / marketing
Atomic Marketing
Johannesburg
06.2018 - 01.2019
- Responded to customer inquiries and processed orders and requests promptly.
- Represented multiple brands at public events, improving customer engagement.
- Managed a small team of junior reps, guiding daily activities and performance.
- Maintained detailed records of interactions, transactions, and customer feedback.
- Supported marketing and public relations initiatives through community engagement.
Education
Senior Certificate -
Athlone Girls High School
Foundation Program -
Monash South Africa
Basic Bookkeeping: Budget & Financial Reports, Project Management, Teamwork & Team Building, Media & Public Relations, Business Administrative Support & CRM
Tusanang Training
Skills
- Data Entry & File Management
- Customer Relationship Management
- Microsoft suite
- Scheduling & Calendar Management
- CRM & Ticketing Systems (zendesk, salesforce)
- Data Analysis
- Communication
- Digital Communication Tools (slack, zoom, Teams
- Administrative Support
- Project Management
- Media & Public Relations
Accomplishments
- Advanced from Customer Service Representative to Support Coach as a result of consistently achieving targets and various performance achievements.
- Recognised by management for collaborative projects delivering outstanding results aimed at achieving company goals.
Languages
English
Beginner
A1
Timeline
Consumer Operations Rep
Transunion
06.2024 - 03.2025
Digital Support
WebHelp
08.2022 - 06.2024
Technical Support
Telkom
10.2021 - 01.2023
Brand Ambassador / marketing
Atomic Marketing
06.2018 - 01.2019
Senior Certificate -
Athlone Girls High School
Foundation Program -
Monash South Africa
Basic Bookkeeping: Budget & Financial Reports, Project Management, Teamwork & Team Building, Media & Public Relations, Business Administrative Support & CRM
Tusanang Training