Zizipho Pozisa Makhenke

Customer Service

Cape Town

Summary

Results-driven Customer Service Specialist experience in B2C account management and cuProven success in exceeding CSAT targets while leveraging to drive customer satisfaction and revenue growth. Adept at problem-solving, negotiation and conflict resolution, ensuring seamless customer experiences and long-term loyalty. Passionate about delivering tailored solutions that align with customer needs and business goals.

Overview

years of professional experience

Languages

Work History

Customer Service Representative (INSURANCE)

WNS Bridgepark

05.2025 - Current

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Responded to customer requests for products, services, and company information.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Investigated and resolved customer inquiries and complaints quickly.
Educated customers about billing, payment processing and support policies and procedures.

Customer Service Specialist

ISON Xperience (MTN)

01.2024 - Current

Achieved 95%+ CSAT by delivering exceptional support, ensuring customer loyalty and satisfaction
Reduced customer complaints by 20% through proactive troubleshooting and swift resolutions
Managed 100+ postpaid account modifications per week with 98% first-call resolution, minimizing escalations

Cashier

Checkers

01.2022 - 01.2022

Efficiently processed high volumes of transactions while maintaining accuracy and speed in handling cash and other forms of payment.
Multitasked effectively by managing register operations, bagging items, and assisting customers, ensuring a smooth checkout experience.
Managed POS systems, cash handling and digital transactions with precision.

Education

High School Bachelor (NQF4) -

Sophumelela High

01.2017

Skills

Customer Service Excellence:

Negotiation & Persuasion

Transaction Accuracy

Lead Generation & Conversion

Effective Communication

Conflict Resolution & Problem-Solving

Accomplishments

Achieved 95%+ CSAT at ISON Xperience (MTN) by delivering personalized, high-quality service to postpaid customers
Surpassed sales targets by 25% at Alpha Konnect (Prime Meridian) through strategic cold calling and relationship-building
Closed 15+ insurance deals per month, consistently exceeding quotas and driving company revenue growth
Processed 100+ postpaid account changes weekly with 98% first-call resolution, enhancing customer retention

Timeline