THANDOLWETHU NGWENYA
Customer Service Administrator
BEDFORD GARDENS
Summary
Customer Service Representative handles customer inquiries, complaint resolution, and technical troubleshooting with a calm, professional approach. Builds satisfaction by researching issues, explaining solutions clearly, and keeping customers informed through timely follow-up. Supports service quality by spotting recurring problems and feeding customer feedback into improvements.
Overview
3
3
Languages
14
14
years of professional experience
Work History
Customer Support Administrator
FNB Connect
Johannesburg, South Africa
12.2016 - Current
- Streamlined customer support processes, enhancing response times and overall service quality.
- Trained new staff on support protocols, improving team efficiency and knowledge retention.
- Resolved complex customer inquiries, ensuring high satisfaction rates through effective problem-solvi
- Fostered a positive team environment that encouraged collaboration, open communication and continuous learning among support staff.
- Enhanced customer satisfaction by efficiently addressing and resolving support inquiries in a timely manner.
- Consistently met or exceeded personal performance goals while also contributing to overall department success in key metrics such as customer satisfaction, response time and issue resolution rate.
- Launched a successful initiative that reduced average call handling time while maintaining high-quality service standards.
- Served as an escalation point for complex or high-priority cases requiring expert assistance or management intervention for resolution.
- Managed challenging situations with professionalism and empathy, ensuring the best possible outcomes for both the company and the customer..
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Conducted regular training sessions for junior staff members to ensure consistent quality in customer interactions.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Responded to customer inquiries and provided technical assistance over phone.
- Researched and identified solutions to technical problems.
Cashier Assistant
PEPKOR
06.2015 - 10.2015
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with inquiries, providing exceptional service and support.
- Collaborated with team members to enhance store operations and workflow.
- Met customer needs through polite, friendly and attentive service.
- Maintained a clean and safe workspace, ensuring proper sanitation protocols were followed.
- Removed trash, swept, and mopped floors for professional appearance.
Customer Service Representative
Aegis
06.2014 - 03.2015
- Resolved customer inquiries via phone, email ensuring timely responses and high satisfaction rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Cashier
Mr Price
Johannesburg, South Africa
11.2012 - 05.2014
- Processed customer transactions efficiently using POS systems.
- Assisted customers in locating products and resolving inquiries.
- Maintained accurate cash drawer balances through diligent record-keeping.
- Trained new cashiers on operational procedures and customer service standards.
- Developed strong relationships with regular customers to foster loyalty.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with returns, refunds and resolving transaction issues.
- Helped customers complete purchases, locate items, and join reward programs.
Education
Higher Certificate in Information Technology - Information And Communication Technology
Mancosa
Johannesburg, South Africa 04.2001 -
Certificate in Testing Advance Level - Software Testing
SASTQB
Johannesburg, South Africa 04.2001 -
Certificate in Testing Foundation Level - Software Testing
SASTQB
Johannesburg, South Africa 04.2001 -
Umalusi - Matric
Bedfordview High School
Bedfordview 04.2001 -
Skills
Customer support
Technical issue troubleshooting
Escalation handling
Customer inquiry resolution
Service quality management
PERSONAL DETAILS
Nationality: South African
References
Company: FNB Connect
Name: Fathima Merckel
Position: Team Leader
Contact: 0833868309
Company: PEPKOR
Name: Pontsho Molebatsi
Position: Store Manager
Contact: 0659501748
Timeline
Customer Support Administrator
FNB Connect
12.2016 - Current
Cashier Assistant
PEPKOR
06.2015 - 10.2015
Customer Service Representative
Aegis
06.2014 - 03.2015
Cashier
Mr Price
11.2012 - 05.2014
Higher Certificate in Information Technology - Information And Communication Technology
Mancosa
04.2001 -
Certificate in Testing Advance Level - Software Testing
SASTQB
04.2001 -
Certificate in Testing Foundation Level - Software Testing
SASTQB
04.2001 -
Umalusi - Matric
Bedfordview High School
04.2001 -