Butsha Y. Mlilo

Customer-focused Customer Services and Technical Support Professional with extensive experience in call centre environments, key account support, complaint resolution, and case management. Proven ability to manage high volumes of customer enquiries, take ownership of escalated issues, collaborate with internal teams, and deliver resolutions within SLA requirements.

Customer Services / Technical Support Agent - Mweb (Pty) Ltd

(2024-01)

• Provide professional customer service via phone and email
• Take ownership of customer complaints and ensure timely resolution
• Log, track, and manage customer cases accurately across systems
• Collaborate with internal teams to resolve escalated issues
• Manage customer expectations in line with defined SLAs

Customer Services / Technical Support Agent (Vodacom Fibre) - Callforce Direct (Pty) Ltd

(2021-01 - 2024-12)

• Acted as primary point of contact for customer enquiries and complaints
• Managed customer cases from receipt to closure
• Identified recurring issues and supported process improvement initiatives
• Maintained accurate records and supported reporting requirements

Customer Service Agent - Sigma SA

(2020-01 - 2020-12)

• Handled billing enquiries and service-related complaints
• Ensured accurate data capturing and adherence to processes

Matric / Grade 12 - Ikamvalethu High School