Zamawushe Mvuyana
Umlazi
Summary
Results-driven Technical Support Specialist with experience providing exceptional customer service and resolving broadband, landline, and connectivity issues in a fast-paced call centre environment. Skilled in troubleshooting technical problems, communicating complex solutions in a clear and customer-friendly manner, and consistently meeting performance and quality targets. Recognized for strong problem-solving abilities, professionalism, and a commitment to delivering positive customer experiences while maintaining high levels of customer satisfaction.
Overview
3
3
Languages
1
1
Certification
1
1
year of professional experience
Work History
CCI CSS Agent
CCI International
Umhlanga, Kwa-Zulu Natal
04.2025 - 04.2026
- Delivered first-line technical support to TalkTalk customers via inbound calls.
- Diagnosed and resolved broadband, Wi-Fi, and connectivity issues using troubleshooting tools and remote diagnostics.
- Guided customers through step-by-step technical solutions in a clear and professional manner.
- Escalated complex technical faults to second-line support while ensuring accurate documentation.
- Logged customer interactions and technical resolutions in the CRM system.
- Maintained high levels of customer satisfaction by resolving issues efficiently and providing excellent customer service.
- Educated customers on products, services, and best practices to prevent recurring issues.
- Met key performance indicators (KPIs), including first-call resolution, quality assurance, customer satisfaction, and average handling time.
Education
Matriculated Grade 12 -
WENTWORTH SECONDARY SCHOOL
Wentworth01-2024
N4-N5 Nated - Tourism Management, Tourism Communication, Travel Office Procedures, Tourist Destinations, Travel Services
Coastal TVET COLLEGE
01-2026
Skills
Technical Skills
- Technical troubleshooting
- Broadband and Wi-Fi support
- CRM systems
- Call handling
- Ticket logging and documentation
Customer Service Skills
- Excellent customer service
- Active listening
- Clear verbal and written communication
- Problem-solving
- Conflict resolution
- Empathy and patience
- Complaint handling
Professional Skills
- Time management
- Multitasking
- Attention to detail
- Teamwork
- Adaptability
- Fast learner
- Critical thinking
- Performance-driven
Certification
TOURISM COMMUNICATION, N5, PASS DISTINCTION, 80%
Languages
English
IsiZulu
IsiXhosa
References
Lungelo Mbali Bhengu CCI International manager 083 704 2042
Timeline
CCI CSS Agent
CCI International
04.2025 - 04.2026
Matriculated Grade 12 -
WENTWORTH SECONDARY SCHOOL
N4-N5 Nated - Tourism Management, Tourism Communication, Travel Office Procedures, Tourist Destinations, Travel Services
Coastal TVET COLLEGE