Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Generic
Open To Work

Siyasanga Sekonyela

Customer Service Specialist
Durban

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

Customer Service SpecialistCustomer service specialistCustomer Service AgentCustomer Service ConsultantFreelance Electrical Engineering Apprentice

Work Type

Full TimeConsultingContract Work

Location Preference

On-SiteHybrid
Location: Durban, ZA
Open to relocation: Yes

Salary Range

90000/yr - 200000/yr

Important To Me

Career advancementWork-life balancePaid time offPaid sick leaveCompany Culture

Summary

Of much that encompasses me ,I am above all else, a skilled collaborator that is able to apply rapid and adaptive time management skills, strategic decision making, critical and analytical thinking as well as problem solving skills in a myriad of various environments. I am an effectively fast learner and worthwhile candidate who is capable of leveraging his skills in solutions orientated diversity and effective cross communication functionality to optimize internal communications and business management.

Overview

4
4
years of professional experience
2
2
Languages

Work History

Customer Service Specialist

Concentrix
06.2023 - Current
  • Building and maintaining client relationships by keeping customers informed of progress or action taken regarding their applications, queries and requests. Marketing client based services and digital needs through connecting, understanding and delivering financial solutions with care that facilitate global recognition.Resolve Customer Trust Escalations related to the company brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer’s trust in devices. Owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format Dive deep into customer problems, building the entire history of customer contacts, to determine root cause Contact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customer Conduct data queries and general data analytics related to escalations the team is handling. Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations Effectively communicate with both internal and external customers by adjusting your communication style to your audience Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain is up to date. Serve as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer service. Successfully complete approved special projects as assigned.

Customer service specialist

Metro by T-Mobile
Richardson, Texas
07.2024 - 08.2025
  • With over two years of experience providing email-based technical support and resolving complex customer issues, I am confident in my ability to deliver timely, empathetic, and effective solutions.
  • In my previous role at Metro by T- Mobile a U.S based wireless retail provider, I assisted customers with plan upgrades, billing disputes, and technical setup—often resolving issues through detailed email communication. I became proficient in CRM systems, maintained a 95% satisfaction rating, and consistently met service KPIs. It is here that I mastered telecommunication troubleshooting, sales support, and empathetic service—all areas where I excel. As a Customer Service Specialist I resolved 100+ weekly technical cases involving device activation failures, network authentication errors, and billing system mismatches, achieving a 96% first-contact resolution rate.
  • I used Citrix Workspace to securely access backend tools, diagnose IMEI/ESN validation issues, and resolve SIM provisioning errors in EDGE. I frequently identified root causes such as incorrect APN settings, carrier lock mismatches, and HLR sync failures, reducing escalations by 30%.
  • I documented troubleshooting workflows for common issues like E911 registration failures and VoLTE connectivity drops. My ability to interpret error codes from RTPOS and Salesforce allowed precise diagnosis without customer-side diagnostics.
  • With proven success in high-volume technical support, I’m ready to bring my analytical precision and system expertise.

Customer Service Agent

Metro by T-Mobile
Richardson, Texas
07.2023 - 08.2025
  • Going above and beyond to keep the customer happy, whether that means answering any questions they have or resolving issues with a positive attitude by using VOICE as an outward expression of our empathy,enthusiasm,elevated energy, free spirit, motivation,confidence and out of the box thinking to find real solutions. Customer satisfaction is the top priority, and hopefully creating loyal, returning customers by handling complaints, processing orders, and providing information about our company’s products and services in addition varying rate plans and various mobile and internet devices that are exceptionally crafted to adorn our customers wants and needs.

Customer Service Consultant

CCI South Africa
Umhlanga, KwaZulu-Natal
07.2023 - 10.2023
  • This is where I served as the organization's crucial frontline expert, managing a broad spectrum of customer interactions across multiple channels (phone, email, chat) by leveraging comprehensive product and service knowledge to address inquiries, resolve issues, and de-escalate sensitive complaints; the specific scope of the role can vary, either functioning as an experienced, internal professional handling complex problem-solving and mentoring junior staff, or as an external, third-party strategic advisor to optimize the organization's overall customer service operations, technology integration, and operational efficiency, requiring a nuanced blend of technical proficiency with CRM systems, strong analytical problem-solving skills, and exceptional empathetic communication capabilities to maintain high levels of customer satisfaction and provide valuable feedback for continuous business improvement.

Freelance Electrical Engineering Apprentice

Self Employed
Durban, KwaZulu-Natal
09.2022 - 07.2023
  • In this job I was primarily concerned with large-scale electrical systems such as motor control and power transmission, as well as utilizing electricity to transmit energy. I worked on a diverse range of technologies, from the design of household appliances, lighting and wiring of buildings,telecommunication systems. As well as the emerging field of microelectronics - the design and development of electrical systems and circuits in computers and mobile devices in addition to writing reports and compiling data regarding existing and potential electrical engineering projects and studies.Preparing specifications for purchases of electrical equipment and materials.Assisting in estimating material, labor, or construction costs for budget preparation.

Education

DIPLOMA - ENGINEERING TECHNOLOGY IN ELECTRICAL ENGINEERING, Electrical and Electronics Engineering

Central University of Technology, Free State
01-2022

Diploma - Electrical Engineering (Heavy Current), Electrical, Electronic and Communications Engineering Technology/Technician

Ingwe T.V.E.T College
12-2018

Skills

Customer Relationship Management (CRM), Administration, Contact Centers, Market Research, Databases, High emotional intelligence, Active listening, Conflict resolution, Strategic Communication, Data analysis and interpretation, Digital Literacy

Excellent written and oral communication

Complaint handling

Call center experience

Problem-solving

Critical thinking

Computer proficiency

Escalation management

Microsoft Excel

Microsoft outlook

Microsoft PowerPoint

Data entry

Product knowledge

Lead generation

Technical support

Microsoft Office Suite

Payment processing

Time management

Telephone etiquette

Problem resolution

Complaint resolution

Customer relations

Customer service

Timeline

Customer service specialist

Metro by T-Mobile
07.2024 - 08.2025

Customer Service Agent

Metro by T-Mobile
07.2023 - 08.2025

Customer Service Consultant

CCI South Africa
07.2023 - 10.2023

Customer Service Specialist

Concentrix
06.2023 - Current

Freelance Electrical Engineering Apprentice

Self Employed
09.2022 - 07.2023

DIPLOMA - ENGINEERING TECHNOLOGY IN ELECTRICAL ENGINEERING, Electrical and Electronics Engineering

Central University of Technology, Free State

Diploma - Electrical Engineering (Heavy Current), Electrical, Electronic and Communications Engineering Technology/Technician

Ingwe T.V.E.T College

Similar Profiles

CREATE PROFILE
Siyasanga SekonyelaCustomer Service Specialist