Khanyisile Masilela

Troubleshoot and resolve complex technical issues via phone, email and chat. Support global customers with platform access, billing and product functionality. Achieve high first-contact resolution by diagnosing root cause efficiently.

Technical support and customer success agent - Crescendo, Mindvalley & MeisterLabs Campaign - German

(2025-01)

• Troubleshoot and resolve complex technical issues via phone, email and chat.
• Support global customers with platform access, billing and product functionality.
• Achieve high first-contact resolution by diagnosing root cause efficiently.
• Identify recurring issues and recommend process improvements.
• Maintain up-to-date product knowledge to support successful customer adoption.

German customer specialist - Mindpearl, Lufthansa & SWISS air campaign

(2023-08 - 2025-01)

• Assisted B2C and B2B customers with technical and product related queries.
• Provided multichannel support (Phone, email, social media).
• Responded to reviews, comments, and customer messages across platforms
• Guided customers through product usage and issue resolution.
• Maintained accurate case documentation.

Lead generator - Keller Williams Prime

(2023-04 - 2023-08)

• Contacted prospective clients and introduced company services.
• Qualifies lead and captured customer information.
• Conducted follow-ups to maintain engagement.
• Conducted follow-ups to maintain engagement pipeline.

German call centre & compliance agent - Endless Marketing

(2019-08 - 2019-10)

• Assisted customers with technical and onboarding queries via phone and email.
• Processed and organised compliance documents.
• Ensured accurate customer information handling.

German call centre agent (B2B) - Ford Motor Company, Percepta

(2018-09 - 2019-08)

• Routed customer inquiries to appropriate departments.
• Provided email-based customer support.
• Maintained professional and multilingual communication.

Ba Psychology - Psychology - University of South Africa (2025)

High school Diploma - Der Deutsche Internationale Schule Pretoria (2012 - 2017)

Primary education - Loreto school Queenswood (2005 - 2012)