Summary
Overview
Work History
Education
Skills
references
Languages
Timeline
Generic
Sizwe Comfort Mkhatshwa

Sizwe Comfort Mkhatshwa

Pretoria 106 Dumsa Street Moretele.

Summary

Service-focused customer relations team member experienced in handling high call volumes with impeccable phone manner. Skilled in documentation, time management and multitasking. Attentive administrative team member organised in managing enquiries and documents. Prompt in handling communications and developing resolutions for diverse concerns. Thorough and detail-oriented in following procedures.

Overview

17
17
years of professional experience

Work History

IT Support Technician

Amplifin
07.2023 - Current
  • Streamlined IT processes for increased efficiency and reduced downtime.
  • Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
  • Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
  • Employed remote support tools effectively for efficient troubleshooting of offsite issues.
  • Collaborated with cross-functional teams to develop and implement IT solutions.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and APN .
  • Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
  • Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
  • Conducted regular reviews of existing infrastructure components seeking opportunities for improvements or consolidation where appropriate.
  • Worked closely with software vendors to report and resolve any identified issues, ensuring that the technology environment remained stable and reliable for all users.
  • Participated in disaster recovery planning efforts, enabling quick restoration of critical services following unforeseen events.
  • Enhanced system performance by identifying and resolving technical issues promptly.
  • Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
  • Reduced support tickets through proactive maintenance of hardware, software, and systems.
  • Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
  • Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
  • Managed high levels of call flow and responded to technical support needs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed, configured and maintained computer systems and network connections.
  • Installed and configured operating systems and applications.
  • Configured and tested new software and hardware.
  • Created user accounts and assigned permissions.
  • Monitored system performance to identify potential issues.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Generated reports to track performance and analyze trends.

Customer Service Advisor

king price insurance
02.2020 - 03.2022
  • Offered detailed advice on product and service benefits.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Recorded and processed customer data accurately.
  • De-escalated objections and disputes professionally to maintain customer satisfaction.
  • Oversaw training and mentoring of new team members, promoting productivity and quality service.
  • Worked with call handling technology to respond to increased customers within target timeframes.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Offered prompt solutions to maintain customer satisfaction.
  • Followed up on unresolved customer issues to research and correct problems.
  • Helped new staff acclimate to customer service team and mentored on strategies for success.
  • Shared customer feedback and suggested improvements to enhance team performance.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Processed customer correspondence, reducing communication delays for improved client satisfaction ratings.
  • Maintained excellent client satisfaction by providing in-depth support.
  • Offered current, accurate advice on optional solutions for concerns.
  • Prepared necessary forms to complete transactions.
  • Completed thorough documentation in time for each enquiry.
  • Recorded information about inquiries and complaints within internal database.
  • Answered 70+ telephone calls per day with professionalism.
  • Listened actively to offer accurate information and best solution to their needs.
  • Handled in-person, email and mailed correspondence.
  • Used Oblix customer relationship management software to record detailed notes.
  • Followed scripts when answering common customer questions.
  • Completed transactions to replace or exchange defective items.
  • Implemented customer follow up to uphold service standards.
  • Obtained feedback from customers to improve service experience.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.

Director's Right Hand Man/ senior manager

thunder valley spur
01.2019 - 01.2020
  • Used exceptional planning and organisation skills to manage multiple, large-scale projects across the shop.
  • Motivated staff to achieve pivotal sales targets, monitoring and providing feedback on individual performance.
  • Oversaw maintenance of internal records, applying knowledge of industry regulations.
  • Validated critical documentation and upheld robust reporting practices.
  • Optimised internal operations by implementing enhanced inventory documentation controls.
  • Guided manager/supervisors to oversee successful operations across front shop and kitchen.
  • Analysed competitive incentive data and evaluated marketplace impact, aiding future promotions development.
  • Led teams to pursue Continued Professional Development, challenge existing systems and surpass established goals.
  • Monitored and controlled inventories, overhauling existing practices to save in annual costs.
  • Led routine maintenance of factory equipment, increasing machinery reliability, safety and lifespans.
  • Achieved safety targets by strengthening controls to monitor compliance with internal and external regulations.
  • Updated system information and ensured documentation accuracy and validity.
  • Evaluated and approved hiring, firing and promotions requests.
  • Controlled annual budget to achieve spending targets.

Insurance Sales Advisor

outsurance
01.2015 - 07.2018
  • Maintained 40% customer retention rate in 2016.
  • Closed 10+ insurance sales per week.
  • Trained 1 new and junior Insurance Sales Advisors over a month.
  • Maintained 65% closing rate in 2017.
  • Promoted ancillary products to new and existing clients each month, increasing sales.
  • Utilised sales experience and insurance knowledge to advise potential customers on appropriate short term insurance.
  • Created tailored insurance packages for customers to facilitate long-lasting relationships and opportunities for cross- and upselling.
  • Performed foundational risk assessments to advise customers.
  • Reported on sales figures each week using summit, employing strict attention to detail to reduce errors.
  • Ensured protection products functioned according to clients agreements by working closely with team manager.
  • Drove business growth by cross-selling all short term products, leading to competitors clients.
  • Handled range of insurance queries from quotation stage to renewal.
  • Established strong rapport with clients.
  • Generated increase in new clients by proactively contacting previous quotes, lapsed clients and leads.

Senior Manager

praire eagle spur
03.2012 - 12.2014
  • Motivated staff to achieve pivotal sales targets, monitoring and providing feedback on individual performance.
  • Used exceptional planning and organisation skills to manage multiple, large-scale projects across the store.
  • Led routine maintenance of factory equipment, increasing machinery reliability, safety and lifespans.
  • Supervised and managed product-related communications, facilitating positive customer experiences.
  • Achieved safety targets by strengthening controls to monitor compliance with internal and external regulations.
  • Analysed competitive incentive data and evaluated marketplace impact, aiding future promotions development.
  • Streamlined processes by analysing product lifecycles and recommending appropriate improvements.
  • Validated critical documentation and upheld robust reporting practices.
  • Controlled £food cost and annual budget to achieve spending targets.
  • Developed strategic marketing communications to champion consumer benefits, clarify market positioning and identify key audiences.
  • Evaluated and approved hiring, firing and promotions requests.
  • Led teams to pursue Continued Professional Development, challenge existing systems and surpass established goals.
  • Guided junior managers/ supervisors to oversee successful operations across the store.
  • Produced organisational objectives and introduced performance incentives to drive overall team output.
  • Developed and implemented online marketing plans to drive sales, profit and brand objectives.
  • Networked with vendors, suppliers and transport carriers to capture best value for money.
  • Updated system information and ensured documentation accuracy and validity.

Junior Manager

spur resturants
01.2009 - 02.2012
  • Managed contract negotiations between clients, seeking mutually beneficial outcomes.
  • Established and nurtured key business contacts to maximise client exposure.
  • Mentored employees to maximise development potential.
  • Negotiated contract terms for maximised client benefit and profit.
  • Devised annual business plans to grow reach and profit.
  • Built productive client networks to maximise sales and marketing possibilities.
  • Planned staff and resources within business budgets for minimised expenditure.
  • Led motivated staff to achieve mininum targets.
  • Explained sales and payment terms to parties in all transactions.
  • Monitored consumer appetites to market products in line with demand.
  • Maintained excellent market and trend awareness to meet customer demand.
  • Assessed performance against operational strategy to maintain progress towards store targets.

Education

Certificate - FICA Compliance

Bsi Business Institute
Johannesburg
04.2025

Certificate of Higher Education - food safety, FOH management ,BOH management ,operations supervision ,train the trainer

SPUR MANAGMENT CORP
Pretoria, Gauteng
01.2019

Certificate of Higher Education - physical science ,maths,boilogical science, agriculture

lihawu high school
Nelspruit, Mpumalanga
11.2007

Skills

  • Dispute resolution
  • Lead management
  • Advanced product knowledge
  • Data confidentiality
  • Record maintenance
  • Instant messaging
  • Customer care
  • Training programmes
  • Brand awareness and representation
  • Office 365 usage
  • Data verification procedures
  • Sales forecasting
  • LiveAgent
  • Excel proficiency
  • Integrative negotiation
  • Customer retention
  • Transaction processing
  • Queue management
  • Salesforce
  • Microsoft Office Suite
  • Staff training and mentorship
  • Customer experience
  • Payment processing
  • Remote desktop support
  • Operating system support
  • Help desk support
  • Network administration
  • Ticketing system experience
  • Database administration
  • Mobile device management
  • End-user training
  • Incident management
  • System configuration
  • Wireless networking
  • Disaster recovery planning
  • Application support
  • Advanced troubleshooting
  • Technical support
  • Software installation
  • Issue troubleshooting
  • Customer service
  • Software diagnosis
  • Technical issues analysis

references

Bux gallium Kruger


Owner and operator [ SPUR CORP}

Contact :060 972 8943

-

Siya Nzo


Manager [ Outsurance]

Contact :074 515 3165

-

Cherese Leafe


Team manager [king price]

Contact :083 954 9476

-

Divan Du Plessis ( Manager Amllifin)

Contact :+0 81 431 2275

Languages

ISiswati
Advanced (C1)
English
Advanced (C1)
Tsonga
Intermediate (B1)
Zulu
Advanced (C1)

Timeline

IT Support Technician

Amplifin
07.2023 - Current

Customer Service Advisor

king price insurance
02.2020 - 03.2022

Director's Right Hand Man/ senior manager

thunder valley spur
01.2019 - 01.2020

Insurance Sales Advisor

outsurance
01.2015 - 07.2018

Senior Manager

praire eagle spur
03.2012 - 12.2014

Junior Manager

spur resturants
01.2009 - 02.2012

Certificate of Higher Education - food safety, FOH management ,BOH management ,operations supervision ,train the trainer

SPUR MANAGMENT CORP

Certificate of Higher Education - physical science ,maths,boilogical science, agriculture

lihawu high school

Certificate - FICA Compliance

Bsi Business Institute

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Sizwe Comfort Mkhatshwa