XOLANI KHANYILE
Customer Well-Being Executive
Johannesburg
Summary
Dynamic and results-driven Customer Support Professional with 5+ years of experience in contact centre operations, delivering exceptional customer experiences across phone, email, live chat, and social media. Adept at resolving complex issues efficiently, leveraging strong problem-solving and critical-thinking skills to drive customer satisfaction and retention.
Proficient in leading CRM platforms including Gorgias, Zendesk, HubSpot, Dixa, and Zoho, optimising workflows and enhancing support efficiency. Tech-savvy with expertise in Microsoft Word, Excel, and web-based applications.
Recognised for strong communication, analytical thinking, and a customer-first approach, excelling in fast-paced environments. A proactive team player who thrives on turning challenges into solutions, ensuring seamless customer interactions and operational excellence.
Overview
5
5
years of professional experience
Work History
Customer Wellbeing Executive
Healf
08.2024 - 02.2025
- Customer Support & Engagement: Provide expert guidance on Healf’s wellbeing offerings, ensuring a seamless and personalized customer experience.
- Product Knowledge & Recommendations: Advise customers on products aligned with the Four Pillars—EAT, MOVE, MIND, SLEEP—helping them make informed wellbeing choices.
- Order Management & Issue Resolution: Assist with order processing, tracking, and resolving customer concerns efficiently and empathetically.
- Process Improvement: Identify customer pain points and contribute to optimizing service processes for a more efficient and satisfying experience.
- Problem-Solving & Communication: Apply strong communication and problem-solving skills to deliver tailored solutions and ensure customer satisfaction.
- Industry Knowledge: Leverage experience in the wellbeing industry to provide informed, expert recommendations (a plus).
Customer Support Representative
Gorgias
01.2024 - 07.2024
- Handle customer queries via various channels (chat, email, social media, etc.) regarding products, services, and account-related issues.
- Provide detailed product information and troubleshooting assistance to resolve technical or usage-related problems.
- Assign and manage customer tickets within the Gorgias platform, ensuring timely and accurate responses.
- Achieved [X]% resolution rate within response time targets and maintained positive customer feedback ratings
- Focused on generating new business opportunities and engaging with potential clients to drive sales growth.
Customer Support Representative
PayFlex
06.2022 - 12.2023
- Delivered prompt and empathetic customer support across phone, email, and chat channels, consistently achieving swift issue resolution and maintaining high customer satisfaction levels.
- Managed customer inquiries, concerns, and complaints with professionalism and courtesy, effectively de-escalating conflicts and fostering positive customer relationships.
- Applied strong problem-solving abilities to address complex issues, collaborating with cross-functional teams to ensure swift resolutions
- Consistently surpassed key customer service performance indicators, including first-call resolution and customer satisfaction rates.
- Leveraged in-depth product expertise to deliver informed recommendations, contributing to increased sales and overall revenue growth.
Financial Advisor
Old Mutual
02.2022 - 06.2022
- Spearheaded insurance sales as a Financial Advisor for Old Mutual, consistently surpassing quarterly targets through strategic territory management and task priorizaon
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Provided comprehensive retirement planning services, ensuring clients maintain their desired lifestyle post retirement.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Excelled in data capture and client information management, ensuring accuracy and efficiency in record-keeping
Customer Service Representative
Css Solutions
02.2021 - 12.2021
- Efficiently addressed customer inquiries regarding mortgage applicants, loan statuses, and payment details
- Resolved customer issues promptly, ensuring professional and satisfactory outcomes
- Informed customers about mortgage products, rates, and terms, enhancing their understanding and decision-making
- Assisted in loan processing, underwing, and closing procedures, streamlining the customer experience
Customer Service Representative
Icontact BPO
04.2020 - 02.2021
- Managed customer complaints and feedback with empathy, focusing on swift and effective resolution to ensure customer satisfaction.
- Conducted proactive outbound calls for loan follow-ups and status updates, maintaining strong customer engagement and satisfaction.
- Collaborated with internal teams to ensure cohesive problem-solving and efficient customer issue resolution.
- Addressed customer inquiries efficiently across phone, email, and chat platforms, ensuring a seamless and positive service experience.
- Expedited the resolution of customer issues and concerns while maintaining professionalism and timely communication.
- Provided detailed product information, expert troubleshooting assistance, and technical support to resolve customer issues and enhance overall satisfaction
- Conducted outbound calls to generate sales opportunities, gather feedback through surveys, and follow up with customers, effectively driving engagement and enhancing retention.
- Consistently achieved or exceeded customer service and sales performance targets, demonstrating a strong commitment to delivering exceptional results.
- Fostered collaboration with internal teams to resolve complex customer issues, contributing to a unified and efficient service environment
Skills
- Customer relations
- Team player
- Administrative skills
Computer Literacy
Adapability
Active Listening
- Problem resolution
- Executive support
Team leadership
Customer-oriented
Troubleshooting
Timeline
Customer Wellbeing Executive
Healf
08.2024 - 02.2025
Customer Support Representative
Gorgias
01.2024 - 07.2024
Customer Support Representative
PayFlex
06.2022 - 12.2023
Financial Advisor
Old Mutual
02.2022 - 06.2022
Customer Service Representative
Css Solutions
02.2021 - 12.2021
Customer Service Representative
Icontact BPO
04.2020 - 02.2021
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