Amanda Hlushani

Customer-focused professional with over five years of experience in customer support, billing, escalations and cross-functional coordination, currently expanding my skills through a Digital Marketing Bootcamp at Zaio Institute of Technology. I have practical exposure to digital marketing strategy, content planning, audience targeting, Google Ads, Meta Ads, SEO, campaign development, and AI-supported marketing workflows. I bring strong written and verbal communication, attention to detail, problem-solving, and the ability to work effectively with different teams.

I am particularly interested in opportunities that combine digital marketing, content, client communication, and creative project support.

Collection Escalation Consultant at Rain Networks (Present)

• Negotiate customer-centric payment arrangements, including Acknowledgement of Debt agreements, to support financial recovery and reduce customer churn.
• Collaborated with compliance and legal teams to ensure payment solutions aligned with regulatory frameworks and company policy.
• Partner with external vendors (Core Connect, NuDebt) for payment allocation, arrangement coordination, and tracking.
• Improved payment success and reduced objections by proactively offering flexible, data-informed payment options tailored to customer profiles.
• Ensured financial accuracy by applying credit notes, processing EFT refunds and reversals, and updating account statuses in real time.
• Assessed and tracked payments using Peach Payments and Pay@ systems to maintain up-to-date account balances.
• Utilized SQL (DBeaver) to retrieve account data and escalate or update account information such as payment dates, account status (e.g., payment hold or suspension), supporting informed decision-making with actionable insights.

Escalations Customer Support Agent at Rain Networks (2022-08 – 2023-09)

• Delivered full spectrum billing support, including credit processing, refunds, and dispute resolution for ICASA and ISPA complaints.
• Handled 4G/5G service escalations, working closely with technical teams and NCC NOC engineers to ensure timely site recovery and service continuity.
• Provided technical support for Nvidia and core connectivity issues, managing complex queries via ticketing systems (Zendesk, Snowflake).
• Scheduled technician appointments, optimized service delivery, and communicated job requirements to improve network performance.
• Liaised with cross-functional teams, customers, and field agents to ensure efficient resolution of network and account-related issues.
• Assisted with social media escalations, delivery scheduling, and cancellations.
• Hands-on experience with internal systems: Full Circle, Engage, Sparc, Nexus, Axess, U2020, and Microsoft Office Suite
• Supported customers with connectivity setup and troubleshooting for 4G/5G, WiFi, iOS, and Android devices.

Billing Support at Rain Networks (2020-08 – 2022-04)

• Handled customer billing adjustments, including credit applications, reversals, and reconciliation of account statements.

Customer Service at Rain Networks (2020-05 – 2020-07)

• Responding to customers’ queries through email and call via the Zendesk ticket system.
• Helping with connection issues, data service plan migration, and cancellations.
• Helping with billing related inquiries and escalating for credits and refunds

English Language Consultant at MPC Connect for iTutorGroup/TutorABC (2018-11 – 2019-12)

• Teaching English as a foreign language online to non-native speakers.
• Preparing and delivering lessons.
• Helping students improve their listening, speaking, reading, and writing skills via individual or group sessions.
• Encouraging student participation and leading student discussions to keep them active and engaged in learning.
• Evaluation of student progress and pro supplying guidance for improvement.
• Use electronic media and EF (English First) developed courseware to Teach English efficiently and effectively.
• Teaching adults, teenagers, and young children.
• Tailoring lessons to accommodate differences in learning style and speed.
• Writing progress reports.
• Helping with any technical difficulties, where possible.

Digital Marketing Bootcamp in Digital Marketing – Zaio Institute of Technology (2026)

Certificate of Competence for the use of GUI – Camblish Training Institute (2019)

Certification – TEFL Professional Development (2018)

Matric – Wordsworth High School (2012)