Thembela - Customer Support & Education Specialist with 8+ years in service industry

Handled high-volume customer inquiries via phone, email, and chat, ensuring effective resolution.

Researched and resolved technical issues for telecom customers and supported FICA compliance processes.

Designed and delivered personalized English lessons tailored to individual learner goals.

Managed administrative tasks including calendar management and document processing in virtual environments.

Utilized platforms like Zendesk, Trello, Google Workspace, and Microsoft Office for communication and organization.

Deliver engaging, student-centred English lessons tailored to individual learning goals., Provide clear explanations of grammar, vocabulary, and pronunciation in a supportive virtual environment., Utilize digital tools (Zoom, Google Meet) to enhance interactive learning experiences.

Conducted coaching sessions to enhance agent performance and customer satisfaction., Assisted advisors in mastering product knowledge and resolving complex service issues., Developed personalized performance improvement plans to drive team success.

Resolved billing, payment, and technical issues for telecom customers with efficiency and empathy., Delivered consistent, high-quality support across phone and digital channels., Maintained strong customer relationships through prompt and effective problem resolution.

Processed and verified FICA documentation to ensure regulatory compliance for customer withdrawals., Provided first-line email support via Zendesk, addressing customer inquiries with professionalism., Collaborated with internal teams to optimize service processes and improve efficiency.

Assisted customers with account setup, SIM swaps, network troubleshooting, and airtime/data issues., Managed high call volumes while maintaining a calm, professional, and solution-oriented approach.