Sivuyisiwe Tukela
Cape Town
Summary
Results-driven Administrative and Customer Service Professional with expertise in contact centre operations and customer administration. Skilled in data capture, record keeping, and resolution of billing queries in high-volume environments. Proficient in CRM, ticketing systems, telephony, and Microsoft Office. Holds a BA Honours in Anthropology, enhancing capabilities in research and communication, with a strong focus on maintaining accurate information and managing priorities effectively.
Overview
2
2
Languages
1
1
Certification
4
4
years of professional experience
Work History
Customer Service Agent
Afrizan People Intelligence
Cape Town
04.2026 - Current
- Managed customer enquiries, resolved issues, and handled complaints professionally, adhering to company procedures to maintain customer satisfaction.
- Delivered administrative and customer support via live chat and digital communication channels, ensuring prompt assistance and resolution.
- Processed account, billing, and service-related enquiries and escalated matters as needed.
- Use CRM, ticketing and telephony systems to log, track and manage customer interactions.
- Maintain accurate customer records, case notes and account information on internal systems.
- Captured, updated, and verified customer information to enhance service delivery and ensure data accuracy.
- Meet productivity, quality and service-level standards while managing high volumes of enquiries.
- Work independently in a remote environment while maintaining accountability, discipline and consistent performance.
Customer Service Agent
Digital Solutions Group
Cape Town
10.2024 - 02.2026
- Managed high-volume customer interactions through calls, emails, and live chat, ensuring timely support.
- Resolved billing account and technical queries, enhancing customer satisfaction through accurate and efficient solutions.
- Resolved issues on first contact and escalated complex cases.
- Maintained detailed records while adhering to operational policies and quality standards, supporting compliance and service excellence.
- Recorded customer details and detailed case notes in CRM systems.
- Adapted quickly to changes in processes and tools to maintain service quality. Adapted quickly Adapted quickly to new systems and tools while keeping service standards.
Honours Researcher
University of the Western Cape
Cape Town
01.2023 - 04.2024
- Produced comprehensive academic dissertation, synthesising research findings and demonstrating scholarly contribution.
- Presented research findings in professional academic format, effectively communicating insights to academic audience.
- Performed thematic data analysis to identify patterns and meanings.
- Collected and managed qualitative research data throughout the project.
- Conducted one-on-one and group interviews to capture participant perspectives.
- Recruited research participants and scheduled interviews for data collection.
- Designed a qualitative research study with appropriate methods.
- Conducted extensive literature review, framing research question to guide study direction.
- Applied research ethics and confidentiality standards across all activities.
Academic Tutor
University of the Western Cape
Cape Town
01.2023 - 12.2023
- Provided academic support and tutoring to first-year Anthropology students in Anthropology 131 and 132. Facilitated tutorials by explaining key anthropological concepts, theories, and research methodologies in an engaging and accessible manner. Assisted students in developing critical thinking, analytical, and academic writing skills.
- Guided students in interpreting academic literature, completing assignments, and preparing for assessments while facilitating group discussions that fostered active participation, collaboration, and independent learning. Provided constructive feedback that enhanced students' academic performance and confidence. Developed learning resources to support teaching objectives and maintained records of student attendance and progress. Collaborated with lecturers and fellow tutors to deliver consistent academic support and promote an inclusive learning environment that engaged students and supported their success.
- Provided personalised coaching to help students achieve curriculum goals.
- Tracked student attendance and participation to enhance academic engagement.
- Supported overall academic course development through regular planning and reflection meetings.
Education
Bachelor of Arts - Anthropology
University of the Western Cape
Cape Town01-2024
Bachelor of Arts - Anthropology
Nelson Mandela University
Port Elizabeth01-2021
NVQ Level 4 - Matric
Zamukulungisa Senior Secondary School
MthathaSkills
- Customer and stakeholder service
- Email, live chat and telephone communication
- CRM and ticketing systems
- Billing administration
- Data capturing and data verification
- Record keeping and information management
- Document management and filing
- General administrative support
- Clerical and office support
- Information retrieval and updating
- Microsoft Office proficiency
- Following policies and procedures
- Problem solving
- Time management
- Teamwork and independent working
- Attention to detail
- Performance monitoring
- Knowledge sharing
- Remote working
Languages
English
Advanced
C1
Xhosa
Proficient
C2
Certification
- Teaching English as a Foreign Language (TEFL) Certificate TeacherRecord Jul 2024 Key Competencies Gained:
- Lesson Planning, Classroom Management, English Language Teaching, Student Assessment, Cross-Cultural Communication, Learner Engagement, Teaching Methodologies
Accomplishments
Professional Achievements & Leadership
- Experience Agent of the Month – July 2026 | 99% Overall Score Awarded Agent of the Month for July 2026 after achieving an outstanding 99% overall performance score.
- Recognised for consistently delivering excellent customer service and maintaining high performance standards.
- Commended for being a reliable and supportive member of the team, contributing to both individual and team success. Acting 2IC / Team Support Currently serve as 2IC, supporting the Team Leader with team-related responsibilities when required.
- Assist with live chat interactions and provide guidance and support to colleagues when the Team Leader is unavailable.
- Share product, process, and customer service knowledge with team members to assist with query resolution.
- Support colleagues in navigating challenging customer interactions and operational queries.
- Assist with maintaining team performance by encouraging knowledge sharing and collaboration. Training & Knowledge Support *Assisted with team training when training sessions were introduced, helping colleagues understand processes, systems, and customer service procedures.
- Supported new and existing team members during training by sharing practical knowledge and answering questions.
- Assisted colleagues in applying training knowledge to real customer interactions. Demonstrated leadership, communication, coaching, and mentoring skills by supporting colleagues throughout the training process.
- Key Strengths Demonstrated
- Leadership & Team Support Coaching & Mentoring
- Customer Service Excellence Live Chat Support Knowledge Sharing Problem Solving
- Communication Performance & KPI Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Agent
Afrizan People Intelligence
04.2026 - Current
Customer Service Agent
Digital Solutions Group
10.2024 - 02.2026
Honours Researcher
University of the Western Cape
01.2023 - 04.2024
Academic Tutor
University of the Western Cape
01.2023 - 12.2023
Bachelor of Arts - Anthropology
University of the Western Cape
Bachelor of Arts - Anthropology
Nelson Mandela University
NVQ Level 4 - Matric
Zamukulungisa Senior Secondary School