Zandile Sibeko
Lombardy West
Summary
Experienced and dedicated Call Centre Operator with over 10 years of experience in customer service and operations support. Proven ability to meet KPIs, manage customer queries, support exempt accounts, and perform administrative and receptionist duties. Known for excellent communication, attention to detail, and a commitment to continuous improvement.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Call Centre Operator
KTC-ZA (COC)
Johannesburg
01.2012 - Current
- Manage inbound/outbound customer service operations.
- Resolve queries, escalate cases, and follow through.
- Maintain high standards of toll revenue collection and violation analysis.
- Ensure service excellence aligned with Batho Pele principles.
Call Centre Consultant
Aegis (Virgin Mobile UK)
- Assisted with cell phone operation queries, new accounts, upgrades, and delivery tracking.
- Explained account statements and payments.
- Supported new consultant onboarding and team reporting.
Education
N2/N3 - Electrical Engineering
Central Johannesburg College
01.2007
Computer Skills Certificate -
I-Fundi
01.2007
Matric -
Waverley Girls’ High School
johanessburg01-2007
Skills
- Customer Service & Engagement
- Call Centre Operations (Avaya, CRM, CIC, SMARTZ)
- Case Logging & Escalation
- Performance Metrics & KPIs
- Account & Exempt Account Management
- Supervisory Experience
- Time & Attendance Management
- SLA Monitoring
- POPIA Compliance
- Communication (Written & Verbal)
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Certification
- POPIA Compliance
- Critical Soft Skills in the Contact Centre
References
- Jane, Shaku, Call Centre Supervisor, +27 60 528 8361, Electronic Toll Collection
- Michelle, Ribeiro, Team Leader, +27 82 308 3652, AEGIS Global (Virgin Mobile UK)
Personal Attributes
- Strong communication & interpersonal skills
- Attention to detail & analytical thinking
- Organized and persistent
- Ability to work under pressure
- Leadership and problem-solving skills
- Willingness to learn and assist others
Timeline
Call Centre Operator
KTC-ZA (COC)
01.2012 - Current
Call Centre Consultant
Aegis (Virgin Mobile UK)
N2/N3 - Electrical Engineering
Central Johannesburg College
Computer Skills Certificate -
I-Fundi
Matric -
Waverley Girls’ High School
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