Zoliswa Mtsi

Experienced customer service professional with over 15 years of success in customer support, customer verification, collections, administration, and payment processing. Proven ability to deliver excellent customer experiences, resolve complex queries, process payments accurately, and maintain high levels of compliance and data integrity. Strong communication, problem-solving, and relationship-building skills with extensive experience working in fast-paced, target-driven environments.

Customer Processing & Verification Agent - HOMECHOICE

(2016-05 - 2025-11)

• Conducted inbound and outbound customer interactions for new and existing customers.
• Performed affordability assessments and customer verification procedures.
• Processed customer payments accurately and in accordance with company policies.
• Reviewed and verified identity documents, banking information, and supporting documentation.
• Reconciled customer accounts and ensured accurate transaction records.
• Assisted customers with payment-related enquiries and account maintenance.
• Maintained compliance with internal procedures and regulatory requirements.

Customer Service Advisor - WEBHELP

(2015-12 - 2016-02)

• Delivered exceptional customer service via inbound and outbound communications.
• Assisted customers with flight bookings and travel-related enquiries.
• Processed booking amendments, cancellations, and itinerary changes.
• Liaised with airport personnel and internal departments to resolve customer issues.
• Maintained accurate booking and customer records.
• Resolved customer complaints professionally and efficiently.

Customer Service & Deliveries Agent - JABBA CONNECT

(2012-06 - 2015-11)

• Managed customer enquiries through telephone, email, and live chat channels.
• Assisted customers with order tracking, returns, and delivery-related issues.
• Provided regular updates regarding order and delivery status.
• Processed refunds, exchanges, and delivery rescheduling requests.
• Investigated and resolved customer complaints to ensure customer satisfaction.
• Maintained detailed records of customer interactions.

Office Administrator - KINESIS HOLDINGS

(2012-03 - 2012-06)

• Supervised and coordinated daily staff activities.
• Maintained management information and company records.
• Ordered office supplies and monitored inventory levels.
• Processed expense reports, invoices, and basic bookkeeping functions.
• Managed filing systems and administrative documentation.
• Supported efficient day-to-day office operations.

Collections Agent - ANTHONY RICHARDS & ASSOCIATES

(2010-12 - 2012-03)

• Collected outstanding debts and negotiated repayment arrangements.
• Maintained debtor accounts and ensured accurate account records.
• Monitored overdue accounts and followed up on outstanding balances.
• Processed payments and updated customer account information.
• Resolved payment disputes and account-related queries.
• Achieved collection objectives while maintaining professional customer relationships.

Grade 12 (Matric)