Hi, I’m
Zintle Nqini
Customer Sales And Service Manager
Cape Town
Summary
Dynamic Customer Sales and Service Manager at Mindpearl with extensive expertise in managing high-performing teams and elevating client satisfaction. Known for fostering strong team collaboration and consistently achieving results. Skilled in customer relationship management and strategic planning, adaptable to dynamic business requirements.
Overview
19
years of professional experience
Work History
Mindpearl
Customer Sales and Service Manager
08.2022 - Current
Job overview
- Managed a group of 6 team leaders and monitored daily operations to maximize customer satisfaction and employee productivity.
- Established effective communication channels, fostering strong relationships across all departments.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Mindpearl
Quality Coordinator
03.2022 - 07.2022
Job overview
- Managed 21 quality analysts across 2 sites and established team priorities-maintained schedules and monitored performance.
- Recruited, interviewed and hired quality analysts and implemented mentoring programs to promote positive feedback and engagement.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Defined clear targets and objectives and communicated to other team members.
Mindpearl
Team Leader
11.2019 - 02.2022
Job overview
- Supervised and managed a team of 15 customer service representatives.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
Mindpearl
Quality Analyst
04.2015 - 10.2019
Job overview
- Evaluated agent performance using a combination of quantitative metrics and qualitative observations, providing constructive feedback that led to measurable improvements in service delivery.
- Promoted a culture of continuous improvement by encouraging team members to share ideas for enhancing the quality of customer interactions.
- Increased first-call resolution rates by closely examining call recordings, pinpointing inefficiencies, and suggesting solutions.
- Produced detailed and relevant reports for use in making business decisions.
Mindpearl
Customer Sales and Service Representative
11.2014 - 03.2015
Job overview
- Developed rapport with customers through active listening and resolved customer complaints with empathy
- Helped large volume of customers every day with flight bookings maintaining a positive attitude and focus on customer satisfaction.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Smollen Group
Skin Care Advisor
09.2014 - 10.2014
Job overview
- Enhanced customer satisfaction by providing personalized skincare advice and product recommendations.
- Collaborated with team members to maintain a clean, organized, and visually appealing store environment.
GTS
Customer Service Representative
11.2013 - 06.2014
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving customer queries.
- Responded to customer requests for flight bookings, additional services, and company information.
WNS Global Services
Lead Associate
07.2012 - 11.2013
Job overview
- Mentored associates, providing guidance on best practices and professional development opportunities.
- Built strong relationships with customers through positive attitude and attentive response during escalations.
- Evaluated team member performance regularly, providing constructive feedback for continuous improvement ensuring all KPIs were met.
WNS Global Services
Associate
01.2012 - 06.2012
Job overview
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
TEAMtalk Media
Customer Service Agent
04.2010 - 12.2011
Job overview
- Contacted customers mid sign up on Sky Betting and Gaming Website to complete the sales/ sign-up process.
- Created a daily report on activations.
- Strived to meet the daily targets of 30 activations
IiNet
Technical Support Agent
05.2008 - 05.2009
Job overview
- Walked individuals through basic troubleshooting tasks telephonically.
- Resolved issues with internet connection and setting up of wifi quickly and accurately.
- Resolved complex technical issues for better client experience and smoother operations.
- Adhered to company policies when addressing client concerns or escalating unresolved issues appropriately.
Edcon
Inbound Customer Service Advisor
08.2007 - 02.2008
Job overview
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Education
Walter Sisulu University East London, South Africa
No Degree from Analytical Chemistry Diploma
04.2001
University Overview
- Completed University-level Coursework: 1st, 2nd and some of the 3rd year coursework.
I-to-iOnline
No Degree from Teaching English As A Foreign Language
04.2001
University Overview
- Completed Coursework: GA Level 5 Diploma TEFL
Leadership Management International IncCape Town, South Africa
No Degree from Effective Leadership Development
04.2001
University Overview
- Recipient of LMI-SMI champion for Leadership and Team Development, 2025
Green Point S.S.SEast London, South Africa
High School Diploma
04.2001
Skills
Customer service
Complaint resolution
Customer relationship management (CRM)
Problem-solving
Staff management
Project management
Call center operations
Excellent time management skills
Team building and leadership
Microsoft outlook, word, and Excel
QA
Timeline
Customer Sales and Service Manager
Mindpearl
08.2022 - Current
Quality Coordinator
Mindpearl
03.2022 - 07.2022
Team Leader
Mindpearl
11.2019 - 02.2022
Quality Analyst
Mindpearl
04.2015 - 10.2019
Customer Sales and Service Representative
Mindpearl
11.2014 - 03.2015
Skin Care Advisor
Smollen Group
09.2014 - 10.2014
Customer Service Representative
GTS
11.2013 - 06.2014
Lead Associate
WNS Global Services
07.2012 - 11.2013
Associate
WNS Global Services
01.2012 - 06.2012
Customer Service Agent
TEAMtalk Media
04.2010 - 12.2011
Technical Support Agent
IiNet
05.2008 - 05.2009
Inbound Customer Service Advisor
Edcon
08.2007 - 02.2008
Walter Sisulu University
No Degree from Analytical Chemistry Diploma
04.2001
I-to-i
No Degree from Teaching English As A Foreign Language
04.2001
Leadership Management International Inc
No Degree from Effective Leadership Development
04.2001
Green Point S.S.S
High School Diploma
04.2001