Aphumle Mzingeli

Customer service professional with over 3 years of experience in high-volume contact centre environments, delivering support via email, telephone, and live chat for both international and local clients. Proven track record of exceeding performance targets while managing sensitive financial information with accuracy and professionalism. Promoted to Subject Matter Expert, coaching and mentoring new agents.

Currently seeking new opportunities to bring my skills and experience to a forward-thinking organisation.

Associate at Quantanite (2026-06 – Present)

DoorDash Campaign (US Campaign)

• Provide customer support for the DoorDash US campaign, handling both calls and chats.
• Consistently met High Quality Resolution Rate (HQRR) and Quality Assurance (QA) targets, along with all other performance metrics.
• Resolve customer queries accurately and completely, in line with High Quality Resolution standards.
• Follow campaign policies, procedures and quality guidelines to deliver a consistent, high-quality customer experience.
• Communicate with empathy, clarity and professionalism across both voice and written channels.
• Accurately document all customer interactions and escalate complex issues where necessary.

Customer Service Advisor and Subject Matter Expert (SME) at Teleperformance (2024-11 – 2026-03)

Aviva Motor Insurance (UK-Based)

• Delivered multi-channel support via email, telephone and live chat, handling approximately 60 interactions per day.
• Maintained a 20-second initial response time and an average handling time (AHT) of 10 minutes across all channels.
• Consistently met and exceeded Service Level Agreement (SLA), Customer Satisfaction (CSAT), and Quality Assurance (QA) targets throughout tenure.
• Assisted customers with policy renewals, billing enquiries, refunds, mid-term adjustments, and documentation requests.
• Ensured full accuracy and compliance when handling sensitive customer and financial data.
• Promoted to Subject Matter Expert: coached new agents on call handling, compliance, tone, and best practices; monitored performance and delivered constructive feedback to improve team efficiency.

Customer Service Advisor at Teleperformance (2024-11 – 2026-03)

Monzo Banking (UK-Based)

• Provided customer support for Monzo digital banking accounts via email and live chat.
• Assisted customers with account queries, transaction disputes, card management, and fraud-related concerns.
• Ensured compliance with financial regulations and internal policies when handling sensitive banking data.
• Collaborated with internal teams to resolve complex account issues and escalated where necessary.

Call Centre Sales Agent at iSON Xperiences | DStv MultiChoice (2022-01 – 2024-02)

• Proactively upsold and cross-sold DStv subscription packages, converting enquiries into new sales and upgrades.
• Educated customers on available DStv packages, promotions, and value-added services to match their viewing needs.
• Consistently met and exceeded individual and team monthly sales targets.
• Built rapport with customers to identify needs and recommend the most suitable packages.

Call Centre Representative at iSON Xperiences | DStv MultiChoice (2022-01 – 2024-02)

• Handled an average of 60 inbound customer calls per day, resolving financial and technical queries.
• Achieved a 90% average Customer Satisfaction (CSAT) score by delivering prompt, empathetic, and effective service.
• Attained an 85% First-Call Resolution (FCR) rate, reducing escalations and repeat contacts.
• Utilised CRM software (Clarity) to accurately document and track all customer interactions.
• Consistently maintained Service Level Agreement (SLA), Initial Response Time (IRT), and Average Handling Time (AHT) benchmarks.

Grade 12 / Matric – Kwazakhele High School (2017)

Information Technology — Software Development (Incomplete) in Information Technology — Software Development – Nelson Mandela University (2018)