Liyanda Mdliva

Results-driven Customer Service Professional with extensive experience in high-volume environments. Expert in resolving complex inquiries via omnichannel support, managing escalations, and driving sales through persuasive telemarketing. Proven track record of exceeding KPIs and implementing process improvements. Skilled in problem-solving, active listening, and maintaining strict SLA compliance to enhance customer satisfaction and operational efficiency.

Customer Operator - Teleperformance

(2025-12 - 2026-05)

• Resolved complex customer inquiries via telephone, email, and chat, ensuring high levels of service quality and adherence to company protocols.
• Managed high volumes of inbound communications while maintaining strict compliance with established response time and quality assurance standards.
• Identified and escalated recurring technical issues or service bottlenecks to the supervisory team to improve overall operational efficiency.

Senior Associate (Customer Service) - WNS

(2025-07 - 2025-11)

• Managed high-volume customer inquiries via multiple channels, ensuring timely resolution and high-quality service delivery in alignment with SLA standards.
• Resolved complex customer escalations by providing expert technical and procedural guidance, maintaining professional composure under pressure.
• Collaborated with cross-functional teams to identify recurring service issues and implement process improvements to enhance the customer experience.

Sales Agent/Telemarketing - The Foschini Group - Cape Town, Western Cape

(2024-12 - 2025-06)

• Executed high-volume outbound telemarketing campaigns to promote brand products and services to diverse customer segments.
• Managed end-to-end sales processes, from initial customer contact and needs assessment to closing sales and processing transactions.
• Cultivated strong customer relationships by providing personalized product recommendations and expert styling advice over the phone.
• Exceeded monthly sales targets and KPIs consistently through effective persuasion techniques and proactive lead follow-up.

Marketing Management (N4-N6) - Northlink College (2023-07 - 2024-12)

Grade 12 - Paterson High School (2022)