ASANDE NDHLOVU
Customer Service Specialist
White River
Summary
Dynamic customer support professional with over 4 years of experience providing exceptional assistance to global clients in the UK and US. Expertise in delivering multichannel support through chat, email, phone, and social media, consistently achieving high satisfaction rates in fast-paced environments. Proven success with notable brands such as Zilch, Spirit Airlines, and Morrison's, demonstrating adaptability and a results-driven approach. Multilingual capabilities in English, isiZulu, and Siswati enhance the ability to connect effectively with a diverse clientele.
Overview
5
5
years of professional experience
Work History
Customer Service Advisor (Remote & Office)
Concentrix
01.2024 - 01.2025
- Delivered customer support via email, chat, and voice for UK-based clients
- Case ownership: Take full ownership of high-profile, escalated cases from inception to resolution, ensuring prompt and effective issue resolution.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolve customer issues at the first point of contact, ensuring efficient and effective issue resolution, and minimizing escalation.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Leader
Outworx
01.2023 - 01.2024
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Reviewed associate performance to identify training needs.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Greeted customers and listened closely to problems described to determine solutions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education Assistant
Mntungwa Secondary School
01.2021 - 01.2022
- Support students with their learning, including providing individualized support and accommodations.
- Took attendance, graded assignments, and maintained student records to assist teachers with administrative tasks and maintain smooth daily operations.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Monitored student classroom and outdoors activities to promote student safety.
Junior Retail Supervisor
Ackerman's Store
01.2020 - 01.2021
- Enhanced store appearance with regular maintenance, cleaning, and organization of merchandise areas.
- Supported inventory management tasks including ordering stock items and conducting physical inventory counts ensuring proper stock levels.
- Processed exchanges, refunds and team member purchases to keep cashiers focused on efficiently checking out regular customers.
- Increased customer satisfaction by providing exceptional service and addressing customer concerns promptly.
Education
High School Diploma -
Mntungwa Secondary School
White River 04.2001 -
Diploma - Financial Management (N5)
Ehlanzeni College
Barberton 04.2001 -
Skills
- Effective issue resolution
- Virtual customer assistance
- Zendesk proficiency
- Salesforce proficiency
- Slack proficiency
- Zoom proficiency
- Email, Phone, Chat, Floor Support (SME)
- Complaint resolution
- Exceptional customer service
- Client engagement
- Telecommunications proficiency
- KPI monitoring
- Implementation of training programs
Accomplishments
- Maintained a 95%+ customer satisfaction rating over 4 years by providing efficient and empathetic support.
- Successfully resolved 90% of customer issues on the first contact, reducing repeat inquiries and improving customer trust.
- Retained high-value clients, contributing to a 15% increase in customer loyalty.
- Recognized as employee of the month 2 times for outstanding customer service and teamwork.
- Received Top Performer Award for achieving the highest customer satisfaction scores in the team.
Timeline
Customer Service Advisor (Remote & Office)
Concentrix
01.2024 - 01.2025
Customer Service Leader
Outworx
01.2023 - 01.2024
Education Assistant
Mntungwa Secondary School
01.2021 - 01.2022
Junior Retail Supervisor
Ackerman's Store
01.2020 - 01.2021
High School Diploma -
Mntungwa Secondary School
04.2001 -
Diploma - Financial Management (N5)
Ehlanzeni College
04.2001 -
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