Zazi Nompumelelo Sithembile Mkhize
Glenvista
Summary
Accomplished Customer Support Administrator with extensive experience in customer service, team leadership, and problem resolution. Proven track record in enhancing customer satisfaction and retention through effective communication and strategic problem-solving. Demonstrated expertise in managing high-volume calls, addressing complex issues, and maintaining accurate records. Skilled in administrative support and time management, with a strong command of Microsoft Office Suite and operating systems. Career goal includes leveraging skills to drive customer-centric initiatives and improve service delivery within dynamic environments.
Overview
16
16
years of professional experience
Work History
Customer Support Administrator
Second Nature
Glenvista, Johannesburg South, South Africa
11.2025 - Current
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built rapport with customers through courteous and professional communications.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Remained calm under pressure to handle customer complaints and solve problems.
- Responded to customer emails with accurate, professional replies.
Assistant Team Leader/ Senior Customer Service Consultant
SibozWorld Business Group Travel
04.2017 - Current
- Provided cover for the Team Leader during absences, maintaining continuity and leadership.
- Delivered quality service with friendly and professional demeanour.
- Worked closely with the Team Leader to strategise long-term goals and objectives.
- Coordinated daily briefings to update team on targets, workflow changes, and company news.
- Handled complaints calmly and professionally, quickly finding positive outcomes for enhanced customer satisfaction.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Liaised between management and staff, advocating for team needs and resources.
Online English Tutor
MPC Recruitment - ABC Tutoring
06.2016 - 01.2017
- Reason for leaving: I relocated to a different province.
Guest Relation Assistant - Club Hostess
Yas Viceroy Hotel Abu Dhabi
09.2014 - 05.2016
- Managed reservations and cancellations, updating booking systems to improve efficiency and organisation.
- Greeted new customers and offered immediate seating assistance.
- Laid tables with clean cutlery, crockery and glassware throughout sittings.
- Reset tables between guests to maintain professional dining space and minimise service delays.
- Maintained extensive knowledge of food, drinks and menus to answer customer queries.
- Resolved customer complaints to maintain satisfaction and business loyalty.
- Documented customer orders, calculated bills and processed payments.
- Advised guests on upcoming events to generate repeat business.
- Removed discarded trash and used dishes from customer tables.
- Inspected tables before guest arrival, maintaining establishment high-quality standards.
- Engaged proactively with guests to confirm satisfaction with service, food and drinks.
- Gave clear instructions to kitchen staff on customer preferences and special dietary needs.
- Advised customers on possible wait times and kitchen delays to manage expectations.
- Greeted guests upon arrival, providing a warm welcome and guiding them to their seats.
- Coached and developed junior staff members, leading by example to maintain first-class service.
- Helped VIP-guests with their orders and requests, upholding venue integrity.
- Operated POS register to input orders and process customer payments.
Customer Service Administrator
Webhelp
08.2013 - 06.2014
- Monitored email to promptly collect and respond to complaints.
- Handled high-volume telephone calls to address and resolve customer queries.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Maintained constant presence at front counter to receive enquiries.
- Managed all client inquires through resolution to enhance customer satisfaction ratings.
- Updated customer information in the database, ensuring accuracy and reliability of records.
- Developed strong customer relationships through empathetic service and timely resolution of queries.
- Kept detailed records of customer interactions for future reference.
- Organised and prioritised tasks effectively to meet customer service targets and deadlines.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
Food and Beverage Administrator/ Bartender/ Wine Stewardess
Cristal Salam Hotel Abu Dhabi
05.2011 - 06.2013
- Managed daily administrative tasks, including scheduling meetings and organising files, to support office efficiency.
- Managed client communications by answering phones and corresponding through email.
- Delivered high-quality customer service by addressing client enquiries, resolving issues, and maintaining satisfaction levels.
- Oversaw day-to-day office operations such as organising correspondence, managing incoming calls and creating business records.
- Managed client correspondence, order tracking and data communications.
- Kept office operations running smoothly and efficiently by implementing procedure and policy improvements.
- Coordinated communications between various departments to schedule meetings and keep company informed on critical matters.
- Monitored and controlled office inventory, ensuring adequate supply levels, timely product ordering and efficient management of company resources.
- Developed and maintained effective communication channels between departments, enhancing organisational workflow.
- Maintained a positive bar environment through friendly, professional service and appropriate handling of customer concerns.
- Kept bar stocked and organised for easy access and quick service to customers.
- Served drinks and food items at bar and table locations, ensuring order accuracy and timely service for maximum customer satisfaction.
- Assisted with stock counting, ordering and replenishing.
- Managed table service for guests, offering menu recommendations and taking orders accurately.
- Handled cash transactions and operated point-of-sale systems with accuracy and integrity.
- Fostered relationships with regular customers, remembering preferences and making personalised recommendations.
Stand in receptionist
Sentech- Honeydew
02.2010 - 03.2010
- Reason for leaving: Position was only two months as I was filling in someone on maternity leave.
Education
NVQ Level 2 - Furniture Making
SETA
Johannesburg, GP2026
Cabin Crew Training -
01.2010
Pre-Degree - BCom Accounting
Midrand Graduate Institution
Johannesburg, GP01.2008
High School - Matric
Princess High School
Johannesburg, GP01.2007
Skills
- Customer service
- Team leadership
- Problem resolution
- Time management
- Administrative support
- Communication skills
- Customer service expert
- Operating systems knowledge
- Call centre experience
- Application support
- Microsoft Office Suite
Custom Section
Excellent
Languages
English
Personal Information
ID Number: 8907180330084
Timeline
Customer Support Administrator
Second Nature
11.2025 - Current
Assistant Team Leader/ Senior Customer Service Consultant
SibozWorld Business Group Travel
04.2017 - Current
Online English Tutor
MPC Recruitment - ABC Tutoring
06.2016 - 01.2017
Guest Relation Assistant - Club Hostess
Yas Viceroy Hotel Abu Dhabi
09.2014 - 05.2016
Customer Service Administrator
Webhelp
08.2013 - 06.2014
Food and Beverage Administrator/ Bartender/ Wine Stewardess
Cristal Salam Hotel Abu Dhabi
05.2011 - 06.2013
Stand in receptionist
Sentech- Honeydew
02.2010 - 03.2010
NVQ Level 2 - Furniture Making
SETA
Cabin Crew Training -
Pre-Degree - BCom Accounting
Midrand Graduate Institution
High School - Matric
Princess High School