Samukelisiwe Pearl Xulu
Advisor
Kwa-Mashu
Summary
Diligent Customer Support Professional experienced in resolving customer issues and enhancing service processes. Delivered high levels of customer satisfaction through effective communication and problem-solving skills. Focused on fostering team collaboration and achieving results in fast-paced environments.
Overview
1
1
Language
9
9
years of professional experience
Work History
Customer Care Agent
CCI Metro by T-Mobile Campaign
02.2024 - 01.2025
- Resolved customer billing, account, and service inquiries with accurate, courteous support.
- Troubleshot wireless connectivity, device, and account issues using guided diagnostic steps.
- Explained plan options, device features, and service policies in clear, simple language.
- Processed payments, plan changes, and account updates while maintaining data accuracy.
- Documented customer interactions and case details in CRM systems for seamless follow-up.
Team Leader
Ignition
01.2025 - 11.2025
- Campaign: DSI
- Led daily team workflows to maintain service consistency and task completion standards.
- Coached team members on procedures, expectations, and effective handling of customer issues.
- Monitored workload distribution to balance priorities and support timely delivery.
- Reviewed team performance and addressed gaps through direct feedback and support.
- Coordinated schedule coverage and escalated operational risks to maintain continuity.
- Facilitated team communication to align goals, updates, and handoffs.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Advisor
Concentrix SA
11.2025 - 03.2026
- Campaign: Citi Bank
- Resolved customer inquiries via phone, chat, and email with accurate, timely responses.
- Assisted customers with troubleshooting, account updates, and service information using established procedures.
- Reviewed issue details, identified root causes, and escalated complex cases to appropriate teams.
MBFS Advisor
Concentrix SA
06.2026 - Current
- Campaign: Mercedes-Benz Financial Services
- Resolved customer inquiries through calls, chats, and email while maintaining service quality standards.
- Documented interactions accurately in CRM systems to support case tracking and follow-up.
- Collaborated with internal teams to route issues and accelerate resolution times.
- Adapted quickly to process changes, product updates, and evolving customer needs.
Trainee (Packer and Cashier)
Checkers Group Salt Rock
11.2022 - 01.2024
- Assisted customers with product location, promotions, and basic store enquiries.
- Replenished shelves and maintained neat, organized merchandising displays.
- Processed till transactions accurately while following cash-handling procedures.
- Supported stock receiving, unpacking, and rotation to reduce expired inventory.
- Maintained cleanliness and hygiene standards across sales floor and back areas.
- Followed store policies, safety procedures, and daily operational checklists.
Food Services Attendant
Suncoast Casino (Tsogo Sun)
02.2019 - 11.2022
- Served food and beverages promptly, maintaining guest satisfaction across busy casino dining areas.
- Cleared and reset tables efficiently, supporting smooth front-of-house operations during peak service periods.
- Maintained hygiene standards by cleaning service stations, utensils, and dining areas to casino requirements.
- Replenished buffet items and beverage stations, ensuring consistent availability for guests throughout service.
- Assisted kitchen and waitstaff with order flow, reducing delays and improving service coordination.
- Handled cash and POS transactions accurately, supporting compliant payment processing and guest checkout.
- Followed food safety procedures consistently, including safe handling, storage, and temperature control practices.
Appraisal Clerk
Exellerate Services (EnPower Training Services)
03.2018 - 09.2018
- Coordinated daily clerical operations, ensuring accurate document processing and timely office support.
- Managed data entry tasks with strong attention to detail, maintaining organized and reliable records.
- Processed correspondence, forms, and requests while sustaining consistent service standards.
Education
Matric -
Parkhill Secondary School
Durban, South Africa01-2015
Skills
Call center operations
Customer service
Inbound customer service
CRM software
Effective issue resolution
Complaint resolution
Case documentation
Transaction management
Time management
Information management
Appointment management
Quick adaptability
Pressure flexibility
Problem-solving skills
Creative thinking
Communication and presentation
Verbal communication
Written customer communication
Professional call handling
Active listening
Work ethic
Relationship building
Written communication
Data input accuracy
Administrative support
Problem resolution
Information management
Personal Information
- Gender: Female
- Nationality: South African
- Driving License: None
- Availability: Available Immediately
Timeline
MBFS Advisor
Concentrix SA
06.2026 - Current
Advisor
Concentrix SA
11.2025 - 03.2026
Team Leader
Ignition
01.2025 - 11.2025
Customer Care Agent
CCI Metro by T-Mobile Campaign
02.2024 - 01.2025
Trainee (Packer and Cashier)
Checkers Group Salt Rock
11.2022 - 01.2024
Food Services Attendant
Suncoast Casino (Tsogo Sun)
02.2019 - 11.2022
Appraisal Clerk
Exellerate Services (EnPower Training Services)
03.2018 - 09.2018
Matric -
Parkhill Secondary School