Cebile Mazibuko

Experienced Customer Service and Quality Assurance professional with extensive experience in contact centre operations including live chat, email, inbound/outbound customer service, telesales and quality assurance. Progressed from Chat Agent to Quality Assurance Analyst at Advanced Call Center Technologies (ACT). Skilled in quality monitoring, coaching, compliance, KPI reporting, root-cause analysis, customer experience improvement, stakeholder collaboration, problem solving and continuous improvement.

Quality Assurance Analyst at Advanced Call Center Technologies (ACT) (2024-09 – 2026-05)

• Evaluated chat and email interactions; monitored compliance; completed quality audits; prepared QA reports and scorecards
• Coached advisors; analysed trends and root causes; partnered with Team Leaders to improve KPIs, CSAT and compliance
• Participated in calibration sessions; documented findings and supported continuous improvement

Customer Service Chat Agent at Advanced Call Center Technologies (ACT) (2024-07 – 2024-09)

• Handled high-volume customer enquiries via live chat
• Resolved billing, account and service issues; investigated concerns
• Maintained quality and productivity targets; documented interactions accurately; escalated complex cases

Outbound VAPS Agent at Innovation Group (2020-11 – 2021-12)

• Developed customer relationships; provided inbound and outbound customer support
• Promoted value-added products; resolved complaints; answered product and pricing enquiries
• Maintained customer records; completed administration and reports; met performance targets
• Attended ongoing training; maintained confidentiality

Telesales Representative at Bytes People Solutions (2017-03 – 2019-06)

• Generated sales; contacted prospective customers; built relationships; booked appointments
• Resolved customer concerns; trained new staff
• Prepared daily, weekly and monthly sales reports; exceeded sales targets
• Complied with data privacy procedures

Customer Service Agent at Vodacom (WNS)

• Developed customer retention strategies; identified customer needs
• Resolved complaints; responded to email enquiries; processed customer orders
• Provided product and service information; followed up with customers

Retail Associate at Identity

• Processed payments; assisted customers; handled complaints
• Maintained merchandising and store cleanliness; resolved conflicts professionally

National Senior Certificate – Waverley Girls High School

N6 in Quantity Surveying – South West College (Molapo Campus)