Amukelani Mashele

Dedicated and results-oriented customer service professional with over 10 years of experience in customer support, administration, quality assurance, and remote customer experience operations. Skilled in handling high-volume customer interactions, resolving complex issues, and maintaining exceptional customer satisfaction standards. Strong background in CRM systems, communication, administration, and sales support with experience working for leading companies including MTN, Amazon (via Webhelp), Liquid Capital, and The Printer Distribution Company.

Nightshift Customer Service Representative (Remote) - MTN - Remote

(2021-03)

• Manage high volumes of inbound customer inquiries via phone, email, and live chat
• Deliver professional and efficient customer support while maintaining high customer satisfaction ratings
• Resolve billing, technical, and service-related issues promptly and effectively
• Utilize CRM systems to document customer interactions and track issue resolution
• Collaborate with cross-functional teams to resolve escalated customer issues
• Adapt quickly to new technologies and support tools in a remote environment
• Consistently exceeded upselling and service performance targets

Customer Experience Officer (Remote) - Webhelp – Amazon Campaign - Remote

(2020-08 - 2021-02)

• Managed customer inquiries and provided solutions to improve customer experience
• Collaborated with internal teams to improve customer satisfaction metrics
• Analyzed customer feedback and identified trends for continuous improvement
• Built strong customer relationships to improve loyalty and retention
• Resolved customer concerns efficiently and professionally

Quality Assurance Agent - Liquid Capital

(2015-09 - 2020-09)

• Managed and resolved customer complaints professionally and within service standards
• Conducted quality assessments on customer interactions to ensure compliance with company policies
• Utilized call monitoring systems to evaluate agent performance and provide coaching feedback
• Assisted with onboarding and training of new call center agents
• Collaborated with teams to improve operational efficiency and service quality

Business Company Administrator - The Printer Distribution Company

(2012-01 - 2014-07)

Reason for Leaving: Secured a new employment opportunity.

• Used Pastel Accounting Software to check stock availability, generate quotations, invoices, and track sales targets
• Generated sales opportunities for both prospective and existing customers
• Built and maintained strong relationships with key clients to support customer satisfaction
• Managed and tracked quotations and sales documentation
• Assisted the Helpdesk Consultant when required
• Managed correspondence between the sales team and clients
• Provided administrative and sales support to improve operational efficiency

Diploma - Marketing - Damelin

Certificate - Journalism – Narrative Journalism - Mpumalanga

Grade 12 / Matric - Moses Mnisi High School, Mpumalanga