Fitcher Ntsele

PROFESSIONAL PROFILE

Dedicated leader with 13+ years in call center operations and team supervision. Expert in Zendesk, Freshdesk, and Microsoft Copilot Studio to automate workflows and optimize tenant support. Proven ability to analyze performance data and build SOPs for scaling customer service functions.

CORE COMPETENCIES

• Operations: System monitoring, call routing, and KPI reporting.
• Tech: Zendesk, Freshdesk, Copilot Studio, and Excel.
• Leadership: Staff coaching, briefings, and escalation management.

EXPERIENCE

Team Leader: Customer Support | Mukuru

October 2022 – Present

• Supervision: Lead staff briefings and manage daily contact center equipment and line functionality.
• Strategy: Analyze weekly/monthly reports to recommend operational improvements and capture data for trend analysis.

Customer Support Agent | Mukuru

September 2021 – October 2022

• Systems: Managed verification requests and ticket resolution using Zendesk and Freshdesk.
• Compliance: Verified documentation for non-South African citizens and FICA requirements.

Team Leader Customer Support at Mukuru (2022-10 – Present)

Team Leader with 6-Month Development Plan focusing on operational foundations, performance coaching, and strategic leadership

• Check phones and equipment to ensure it is in working order
• Hold staff briefing sessions if anything is not working correctly
• Ensure contact centre lines are working (MTN, Vodacom and Cell C) by calling the lines at least 3 times per day
• Escalate any issues immediately to the IT team
• Compile and submit weekly and monthly reports
• Ensure all information is included on weekly and monthly reports (including Team Dynamics, Themes, KPI's etc.)
• Draw information from relevant systems
• Capture relevant information onto spreadsheets
• Compile the reports within specified time frames
• Analyse the reports in order to make recommendation for improvements

Customer Support at Mukuru (2021-09 – 2022-10)

Customer Support specialist handling corridor customers, verification processes, and documentation compliance

• To provide efficient support to all corridor customers
• Create accurate orders for Corridor customers
• Assist with resolving customer queries within the relevant Corridor
• To verify documentation and information supplied by relevant corridor customers when signing up for new accounts
• Process Zendesk verification requests
• Check the Proof of Income for non-South African citizens is completed in full with the job title, Identification number, salary, employers information and signature
• Check the Proof of Residence form is completed with the customer address, signature and agents signature
• To complete the electronic verification process for all corridor customers
• Complete outstanding information on the verification form
• Verify the information captured by the agent matches the information on supplied FICA documentation

Support Agent at Home Choice (2014-05 – 2020-10)

Customer service professional managing queues, customer inquiries, and high-value clientele relations with compliance adherence

• Manage customer queue, acknowledge and engage clients upon arrival
• Handle customer inquiries and assist and refer to the proper channels
• Create and maintain relations between company and customers and 3rd party companies
• Determine the cause of the problem
• Log insurance claims for stolen / damaged items
• Completed extensive customer service training to learn ways to enhance customer satisfaction and improve productivity
• Built a rapport with high value clientele as well as developed a effective and professional relationship with the store employees and management
• Adherence to the FAIS legislations and Compliance Performance Standards (CPS) within the business

Call Centre Agent at Vodacom (2011-10 – 2014-05)

Customer service representative providing email correspondence, product education, and problem resolution

• Provide email correspondence with customers after calls
• Address further inquiries and following up on product satisfaction in effort of decreasing call volumes
• Educate customer on product information and creating online profiles to give customer self-help services so they can place orders
• Resolve product or service-related problems
• Clarify the customers complaints
• Determine the cause of the problem, select, and explain the best solution to solve the problem
• Provide timely response of customer inquiries up to and billing, payments, products orders

Administration Clerk at Sduma Properties (2006-08 – 2008-07)

Administrative support handling document management and office filing systems

• Collection of letters, offer to purchase and rental contracts
• Ensured that documents were completed correctly and submitted to relevant offices for further action
• Recorded the incoming and outgoing of documents in accordance to office filling system

Matric – Midrand High School (2002-12)

Diploma in Public Relations – UNISA (2020-08)

Certificate in Programme in Customer Service – UNISA (2016-11)