Zendesk
SESI MILLICENT MAZIBUKO
Customer Experience & Support Specialist
DOBSONVILLE
Summary
Experienced and dedicated customer service professional with a strong background in technical support, problem-solving, and active listening. Proficient in handling escalated customer concerns, troubleshooting complex issues, and delivering high-quality support. Demonstrates exceptional communication skills, maintains a calm demeanor under pressure, and exhibits a steadfast commitment to ensuring customer satisfaction.
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
Work History
Tier 2 Courier Support
Advanced Call-Centre Technologies
08.2024 - Current
- Handle escalated courier issues, including lost, delayed, and damaged shipments
- Collaborate with courier partners to resolve tracking and logistics concerns
- Assist Tier 1 agents with complex cases and process claims
- Maintain detailed case records and identify trends to improve service processes
- Demonstrate strong problem-solving and logistics expertise
Live Chat Support Agent
Quantanite SA
11.2023 - 05.2024
- Provided frontline technical support via email and chat
- Assisted customers in navigating the ShipStation platform
- Accurately documented interactions and escalated complex issues
- Stayed updated on product changes to improve customer assistance
- Demonstrated empathy and professionalism in customer interactions
Customer Service Representative
KFC
03.2020 - 10.2023
- Managed customer orders and packing at the drive-through station
- Served as a stand-in cashier when required
- Handled food preparation and maintained cleanliness standards
- Ensured accuracy and efficiency in order processing
Customer Service Advisor
WebHelp SA
04.2017 - 10.2023
- Managed inbound customer calls, providing online shopping account support
- Assisted with order placement, payment processing, and account updates
- Facilitated returns and handled client inquiries regarding statements
Sales Consultant
Bayport Financial Services
05.2018 - 08.2019
- Conducted outbound sales calls offering loans to potential clients
- Followed up with existing customers to assess additional financial needs
Outbound Call Centre Agent
VVM Debt Collectors
04.2013 - 12.2014
- Conducted outbound collection calls and negotiated payment arrangements
- Updated customer personal and banking details to ensure accurate records
Education
National Senior Certificate -
Roshnee Secondary School
01-2011
Skills
Working independently
Package delivery and Pick-up
Customer service
Attention to confidentiality
Business processes and procedures
Dispatch collaboration
Issue escalation
Team collaboration
Written communication
Multitasking and organization
Record keeping
Punctuality and reliability
Software
Live-Ops
Slack
G-suite
Avaya
TalkDesk
ShipStation
Zight
Splashtop
Timeline
Tier 2 Courier Support
Advanced Call-Centre Technologies
08.2024 - Current
Live Chat Support Agent
Quantanite SA
11.2023 - 05.2024
Customer Service Representative
KFC
03.2020 - 10.2023
Sales Consultant
Bayport Financial Services
05.2018 - 08.2019
Customer Service Advisor
WebHelp SA
04.2017 - 10.2023
Outbound Call Centre Agent
VVM Debt Collectors
04.2013 - 12.2014
National Senior Certificate -
Roshnee Secondary School
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