Brian Dlamini

Experienced customer service professional with a strong ability to handle high-pressure situations efficiently while maintaining a positive and patient demeanor. Proven expertise in managing customer inquiries, resolving complaints, and ensuring customer satisfaction through effective communication and problem-solving skills.

Customer Care agent - Outworx - Durban

(2026-03)

• Managed high volumes of inbound calls and email inquiries, providing timely and accurate information to customers about orders, deliveries, and product issues.
• Resolved billing disputes and replacement requests by coordinating with suppliers, distribution service vendors, and couriers to ensure customer satisfaction.
• Maintained detailed logs of customer and store interactions to ensure transparency and quality control in service delivery.
• Investigated complex customer issues individually to devise the most effective solutions and improve first call resolution rates.
• Monitored and ensured all customer support tickets were resolved within agreed service level agreements by proactive follow-ups.
• Utilized multiple CRM and ticketing systems including Zendesk and Kube to streamline customer support processes and improve efficiency.
• Answered store and customer inquiries related to orders, deliveries, billing, replacements, and disputes, ensuring effective communication across multiple branded products.
• Conducted thorough investigations of customer issues to provide accurate solutions, improving overall customer satisfaction and ensuring first call resolution without compromising on service quality.
• Facilitated communication between customers and logistics teams by coordinating with suppliers, distribution centers, and couriers to resolve delivery issues and ensure timely order fulfillment.
• Maintained up-to-date knowledge of branded products and store protocols to effectively assist customers, resolve complaints, and ensure adherence to company policies.
• Provided comprehensive multi-channel customer support including phone and email, effectively resolving product inquiries and complaints for diverse branded products.

Customer Care Consultant - MVNX – Standard Bank Mobile - Durban

(2022 - 2025)

• Maintained detailed logs of customer interactions for transparency and quality control in call center operations.
• Assisted clients and Standard Bank branches telephonically by resolving diverse Standard Bank Mobile inquiries including billing, VAS products, order tracking, and activations of LTE SIMs and devices.
• Provided technical support for Standard Bank LTE routers including activation, setup, and troubleshooting to ensure continuous connectivity for clients.
• Escalated complex issues to fraud investigation teams with timely follow-ups to maintain security and trust.
• Maintained an average call handling time of 3-4 minutes while ensuring accuracy and customer satisfaction.
• Achieved a typing speed of 35 words per minute to efficiently document customer interactions and support requests.
• Provided timely feedback and updates on customer queries, enhancing communication transparency and overall service quality.
• Provided expert telephonic assistance in resolving all Standard Bank Mobile service inquiries, including VAS products, migrations, and order placements, enhancing client and branch satisfaction.
• Resolved billing disputes and replacement requests by coordinating with suppliers and service vendors, ensuring timely customer satisfaction.
• Handled high volumes of inbound calls and emails, delivering accurate information on orders, deliveries, and product issues to enhance customer experience.

Customer Care VAS products - The Ignition Group - Durban CBD / Umhlanga Rocks, Durban

(2014 - 2021)

• Resolve queries and providing feedback to clients within stipulated turnaround time to meet the Service Level Agreement (SLA)
• Average call handling time of 3 – 4 minutes
• Provided expert support and resolution for Value-Added Services (VAS) products including activations, deactivations, and troubleshooting to enhance customer experience.
• Managed customer inquiries related to VAS billing disputes and claim processing, ensuring timely and accurate resolution in accordance with company policies.
• Delivered clear explanations and guidance on VAS product features and benefits to customers, improving product adoption and usage.
• Handled customer retention efforts by addressing concerns related to VAS and proposing tailored solutions to reduce churn and enhance loyalty.
• Assisted customers with activation, migration, and order placement of VAS products, ensuring smooth transition and accurate service delivery.
• Answer all calls and assist with queries and complaints relating to billing queries, VAS/product support –insurance/cover claims, tech support, enquiries, Fibre installation bookings, DSTV installation booking, Website testing, broadband connectivity, handset support, sim swaps, escalations, SIM Swops, Retentions

Technical Helpdesk agent : Customer care agent - Cell C SP PTY LTD / Merchants - Westville, Durban KwaZulu Natal

(2010 - 2013)

• Handling 80 – 120 calls per day/shift
• Average call handling time of 3 – 4 minutes
• Typing average of 35 words per min
• Provided technical support for a variety of devices including Android, Apple, Blackberry, and Windows platforms, ensuring prompt resolution of customer issues.
• Conducted manual internet setups for handsets, routers, modems, and PCs, guiding customers through configuration steps to guarantee connectivity.
• Logged service desk tickets accurately and performed diligent follow-up to ensure timely resolution of escalated technical issues.
• Managed high call volumes, handling between 80 to 120 calls per shift while maintaining a consistent average call handling time of 3-4 minutes.
• Maintained comprehensive and precise documentation of customer interactions and technical support requests using CRM and ticketing systems.
• Delivered exceptional customer care by effectively addressing queries and complaints, enhancing overall client satisfaction and retention.
• Maintained high-quality customer service and operational efficiency by accurately documenting interactions in CRM systems and achieving consistent first call resolution rates.

Store cashier - MRP (Mr Price) - Wetville, Pavilion Mall

1 year, part time

• Handled customer payments via cash, credit, and electronic systems while ensuring correct change was given and receipts were issued.
• Provided exceptional customer service by greeting customers warmly, answering product questions, and resolving any billing discrepancies on the spot.
• Assisted in restocking shelves and managing inventory to ensure product availability at the checkout counter.
• Maintained the cleanliness and organization of the checkout area to enhance customer experience and safety.
• Collaborated with team members to handle peak hours smoothly and manage checkout queues effectively, minimizing wait times.
• Managed and balanced the cash drawer at the beginning and end of shifts to ensure financial accuracy and accountability.

Grade 12 {Matric} - Kloof High School (2006) Durban