Bukelwa Natalie

To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately.

Customer Service Representative (calls and email) at Collinson group Travel Experience (2022-06 – 2024-09)

• Provide customer support across Priority Pass and Lounge Pass product lines.
• Cross-trained and actively support the Lounge Pass line, assisting global customers with pre-booked lounge access, modifications, and general queries.
• Handle inbound and outbound calls and manage customer email correspondence in line with quality and compliance standards.
• Confirm membership details, send replacement cards, and assist with online account navigation.
• Resolve customer complaints efficiently and empathetically.
• Adhere to FSA and UK Data Protection Act regulations during all interactions.
• Collaborate with internal teams and contribute to service improvement initiatives.

Customer Service Representative (calls, email and chats) at Teleperformance SA Dyson (2020-11 – 2022-05)

• Provide assistance in product information and recommendations, order placement, and tracking.
• Provide support to assembly and installation guidance, troubleshooting, and repair assistance.
• Provide support for technical issues (faulty or damaged products, software updates, and firmware issues).
• Provide support for ordering, order status, delivery tracking, delivery scheduling and rescheduling, cancellations, and refunds.
• Provide support in warranty and repair (warranty registration and verification, service requests and scheduling, maintenance and repair) costs.

Customer Service Representative (calls and email) at Capita SA (2015-10 – 2019-05)

• Provide assistance in account management (billing, payments, upgrades, and downgrades).
• Provide phone and device support (troubleshooting, repairs, device setup, and configuration.).
• Provide support in ordering, upgrading new devices, and delivery and tracking information.
• Provide support in account activation, deactivation, SIM swaps, account merging and splitting, closing, and transferring accounts.
• Provide support in complaints and feedback (resolving complaints and issues, providing feedback and suggestions, and escalating concerns to senior teams).

Matric – Marian High School (2012)

Diploma in Public Management – Northlink College (2019 – 2021)