Kim Mtshali

A hard-working, achievement-driven, and passionate professional with extensive experience across customer service management, educational instruction, and real estate. Skilled at providing exceptional service, managing diverse teams, optimizing customer satisfaction, and proficiently handling inventory and store operations to maximize sales. An adaptable team player ready to take on greater challenges.

Real Estate Agent - Prime Property

(2022)

• Managed leasing procedures and successfully matched clients with suitable rental properties.
• Spearheaded property sales initiatives, generating new leads and negotiating transactions.
• Acted as a Property Manager, maintaining landlord-tenant relations and overseeing property upkeep.

English Teacher / Tutor - Native Camp

(2021)

• Instructed English language curriculum tailored to both beginner and advanced language learners.
• Conducted continuous progress evaluations and adapted teaching methods to student needs.

Customer Service Manager - Capabilitybpo

(2019 - 2022)

• Managed and spearheaded a campaign team composed of 26 customer service agents for an American campaign (Instacart).
• Conducted Quality Assurance (QA) calls analysis to ensure adherence to high service standards.
• Handled complex payroll queries, resolving disputes efficiently and accurately.
• Resolved customer supervisor escalation calls to secure satisfaction and retention.
• Provided strategic coaching, performance feedback, and mentoring to improve team KPIs.

English and Maths Tutor - Legacy Project

(2017)

• Delivered comprehensive English tutoring sessions for students spanning grades 1 to 12.
• Provided advanced Mathematics instruction and problem-solving techniques for grades 10, 11, and 12.
• Orchestrated learning modules seamlessly across both online virtual environments and physical classrooms.

Post Graduate Certificate - International Relations - Harvard University (2025 - 2025)

Bachelor - International Relations - University of South Africa (2023 - 2025)