Sinothando Mbaza
Summary
Resourceful Chat Support Specialist known for high productivity and efficient task completion. Possess specialized skills in customer issue resolution, typing speed, and CRM software navigation. Excel in communication, empathy, and problem-solving to enhance customer satisfaction and support team objectives.
Overview
10
10
years of professional experience
Work History
Chat Support Specialist
Teleperfomance
03.2025 - Current
- Provided timely responses to customer inquiries via chat platform.
- Assisted customers with troubleshooting and resolving product issues.
- Documented customer interactions in support ticketing system.
- Monitored chat queues to ensure efficient service delivery.
Call centre agent
Vodacom
01.2023 - 06.2024
- Assisted customers with inquiries and technical issues efficiently.
- Managed high call volumes while maintaining service quality standards.
- Documented customer interactions accurately in the system.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Team coach
CCI
06.2022 - 02.2023
- Managed a group of 10-15 agents for daily performance.
- Led team training sessions to enhance skills and performance.
- Developed coaching plans tailored to individual team member needs.
- Monitored team progress and provided constructive feedback regularly.
- Coordinated team-building activities to strengthen collaboration and morale.
Customer Service Agent
CCI
07.2021 - 05.2022
- Managed customer inquiries through phone, email, and chat platforms.
- Resolved customer complaints quickly and efficiently.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Automotive Service Advisor
Volkswagen
12.2020 - 02.2021
- Assisted customers with vehicle service inquiries and appointment scheduling.
- Explained service recommendations and maintenance options to clients effectively.
- Collaborated with technicians to ensure timely and accurate vehicle repairs.
- Managed customer follow-ups to enhance satisfaction and service experience.
Data capturer
Discovery
09.2016 - 10.2018
- Captured and entered data accurately into company databases.
- Verified data consistency across multiple systems and sources.
- Implemented quality control measures to ensure data integrity.
- Communicated with various departments to resolve data discrepancies.
Call Centre Agent BPO
WNS
08.2015 - 08.2016
- Developed and maintained a positive rapport with international customers throughout all interactions.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Maintained accurate records of client interactions and transactions.
- Utilized CRM systems to track client interactions and progress.
Education
Matric -
Sanctor High School
Medical receptionist -
Allison
Business administration -
Allison
Customer satisfaction -
SpeCcon
Skills
- Time management
- CRM
- Emotional Intelligence
- Communication
- Team Player
- Leadership
- Chat support
- Coaching and mentoring
- Empathy display
Languages
- English
- Xhosa
- Zulu
Personal Information
- Nationality: South African
- Driving License: C1
Languages
English, Xhosa
First Language
Timeline
Chat Support Specialist
Teleperfomance
03.2025 - Current
Call centre agent
Vodacom
01.2023 - 06.2024
Team coach
CCI
06.2022 - 02.2023
Customer Service Agent
CCI
07.2021 - 05.2022
Automotive Service Advisor
Volkswagen
12.2020 - 02.2021
Data capturer
Discovery
09.2016 - 10.2018
Call Centre Agent BPO
WNS
08.2015 - 08.2016
Matric -
Sanctor High School
Medical receptionist -
Allison
Business administration -
Allison
Customer satisfaction -
SpeCcon