Silindile Kunene
Operations and Customer Service Agent
Johannesburg
Summary
Resourceful and personable customer solutions consultant excels at prioritizing and completing multiple tasks simultaneously to achieve team goals. Expertise in customer relationship management, conflict resolution and leadership. Dependable and courteous self-starter seeking to leverage exceptional background into customer liaison role with growing organization
Professional service professional with strong track record in delivering customer satisfaction and efficient problem resolution. Known for exceptional communication skills, adaptability, and focus on teamwork to achieve optimal results. Expertise includes handling customer inquiries, managing service processes, and ensuring quality standards are met. Recognized for reliability and ability to thrive in dynamic environments.
Overview
17
17
years of professional experience
3
3
Languages
2012
2012
years of post-secondary education
1
1
Certificate
Work History
Internal Sales and Operation Administrator
South African Public Sector Institute
Centurion
10.2025 - Current
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
- Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Cultivated strong relationships with stakeholders at all levels of the organization, fostering trust and collaboration in support of shared learning objectives.
- Conducted thorough needs assessments to identify skill gaps and develop appropriate training solutions.
- Increased employee retention rates through targeted training interventions and career development opportunities.
- Improved knowledge retention by incorporating case studies and real-life scenarios into training sessions, making learning more relatable.
Contact Centre Service Agent
Home of Living Brands
Johannesburg
02.2025 - 09.2025
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Streamlined check-in/check-out process through diligent organization skills resulting in reduced wait times for customers.
- Coordinated with other departments to ensure seamless service delivery across all touchpoints.
- Conducted thorough inspections of returned vehicles, identifying any damage or maintenance needs for prompt attention.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Managed and resolved customer queries on the omni channel.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
Operations and Customer Service Agent
The Network Guys
Johannesburg
07.2022 - 02.2024
- Managed department schedules to maximise coverage during peak hours.
- Managed all client inquires through resolution to enhance customer satisfaction ratings.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Delivered exceptional customer service to grow business, resolve issues and maximise customer experience.
- Communicated regularly with team members to maintain clearly defined expectations.
- Conducted regular staff performance reviews to identify training needs.
- Set and monitored SLAs and KPIs to achieve department targets.
- Drove operational, performance and financial targets within customer service team to improve service delivery.
- Embedded customer priorities in service delivery focusing on outcomes based on customer insight.
- Mentored junior team members on methods on industry best practices for outstanding service and retention.
- Coached staff on operating procedures to maintain quality services.
- Trained new hires on sales processes, product knowledge and overcoming objections to increase sales meet team sales targets.
- Evaluated employee performance and recognized achievements through reward schemes.
- Monitored consumer patterns, anticipating changes and maintaining marketing strategy relevance in dynamic landscape.
- Established clear objectives for marketing initiatives, guiding implementation, tracking and optimization efforts.
- Enhanced target market reach through tactical social media advertising.
- Advised business clients on best mix of products for maximum sales and consumer engagement.
- Wrote copy for advertisements, email communications and media used in advertising.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Sales Administrator
Technology Corporate Management
Johannesburg
11.2015 - 07.2022
- Received, processed and organized deliveries within tight deadlines.
- Determined customers' needs, recommending and cross-selling services to maximize sales value.
- Went extra mile to locate merchandise for customers by researching and calling associated retail branches.
- Handled complaints calmly and professionally, seeking positive resolutions for optimal customer satisfaction.
- Maintained up to date knowledge of current trends to offer customers expert product advice.
- Received positive customer feedback through innate sales abilities and outstanding customer care.
- Used exceptional communication and relationship-building abilities to provide first-class service for optimized customer experiences.
- Provided helpful, attentive sales support to generate positive customer feedback.
- Kept sufficient inventory supply and stock on shelves and in storerooms.
- Processed multiple daily stock deliveries to maintain accurate order numbers and inventory records.
- Addressed and resolved complex customer complaints in calm, efficient and friendly manner.
- Managed stock levels through careful monitoring, replenishing products regularly for well-stocked sales floor displays.
- Demonstrated performance and function of products effectively, heightening customer interest and increasing sales.
- Provided exceptional administrative support for high-performing sales teams, enabling them to focus on selling and meeting revenue goals.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to products and services.
Reception Administrator
Medi Clinic Wits Donald Gordon Medical Centre
Johannesburg
07.2013 - 11.2015
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Completed daily billing, collections and reporting duties.
- Liaised directly with customers to meet needs and maintain satisfaction.
- Managed client communications by answering phones and corresponding through email.
- Administered physical and digital filing systems, keeping records well-organized and easily retrievable for team members.
- Liaised with customers, addressed enquiries, handled meeting requests and answered billing questions to provide outstanding customer care.
- Controlled electronic customer records, encompassing data entry and administrative functions related to billing and Accounts Receivable (AR).
- Oversaw day to day office operations such as organizing correspondence, managing incoming calls and creating business records.
- Collaborated closely with other managers to smooth and improve office operations.
- Served as main point of contact for outside vendors, connecting with relevant personnel or department.
- Completed bi-weekly payroll for 12 employees.
Reception Team Leader
Netcare
Johannesburg
01.2009 - 07.2013
- Welcomed guests and clients in friendly, positive manner.
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
- Organized and updated weekly schedules and monthly calendar obligations for various levels of management and junior staff.
- Answered and directed incoming calls to relevant staff members using multi-line telephone system.
- Captured and processed client information, entering data into online systems for wider company use.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval.
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
- Monitored and reconciled department expenditures for month-end expense reports.
- Processed credit card orders and reconciled receipts against credit card statements to support month-end closing.
- Proactively resolved conflicts among team members, maintaining a positive work atmosphere conducive to high performance.
- Facilitated seamless transitions between shifts by conducting thorough handovers, ensuring all relevant information was communicated effectively between team members.
- Maintained accurate records of staff attendance and performance metrics, utilizing data-driven insights to make informed decisions regarding scheduling, training, and employee development opportunities.
Education
Advanced Diploma - Travel and Tourism
Damlin Business College
Johannesburg 12.2006
High School Certificate - National Senior Certificate
Jules High School
Johannesburg 01.1999 - 12.2003
Skills
Training and development
Scheduling
Training and development
Skilled multitasker
Customer satisfaction
Expertise in sales
Team management
Workforce mentoring
CRM software proficiency
Client support coordinator
Account management
Talent development
Schedule coordination
Training program's
Management
Research ability
Process improvement
Remote employee
Expertise in sales
Customer satisfaction
Skilled multitasker
Training and development
Scheduling
Deadline-orientated
Timeline
Internal Sales and Operation Administrator
South African Public Sector Institute
10.2025 - Current
Contact Centre Service Agent
Home of Living Brands
02.2025 - 09.2025
Operations and Customer Service Agent
The Network Guys
07.2022 - 02.2024
Sales Administrator
Technology Corporate Management
11.2015 - 07.2022
Reception Administrator
Medi Clinic Wits Donald Gordon Medical Centre
07.2013 - 11.2015
Reception Team Leader
Netcare
01.2009 - 07.2013
High School Certificate - National Senior Certificate
Jules High School
01.1999 - 12.2003
Advanced Diploma - Travel and Tourism
Damlin Business College
Certification
Cyber Security Essentials, 05/31/22