Luxolo Boqwana

Dedicated customer support professional with over 3 years of experience providing frontline support via phone, webchat, and ticketing systems in high-volume financial services environments. Proven track record of resolving customer enquiries efficiently, collaborating with internal departments, escalating complex issues, and maintaining high customer satisfaction. Experienced working independently in a remote home office setup with strong organisational skills and the ability to multitask across multiple communication channels.

Tech-savvy, fluent in English (written and spoken), and committed to delivering exceptional customer experiences while continuously improving processes and service quality.

Customer Support Representative - Webchat - CBA Nutun (Commonwealth Bank of Australia)

(2023-01)

• Provide frontline real-time support to customers of Commonwealth Bank of Australia via webchat, resolving account enquiries, transactions, and service requests efficiently and professionally.
• Document all customer interactions, enquiries, and resolutions accurately in the ticketing system to maintain complete records for reference and reporting.
• Collaborate with internal departments to ensure prompt fulfilment of customer needs and escalate complex issues to supervisors or higher-level support when necessary.
• Proactively identify patterns in customer complaints and recurring issues, communicating findings to the team to support process improvement and prevent repeat problems.
• Monitor and track open tickets to ensure timely resolution and follow-up, maintaining high customer satisfaction standards.
• Maintain strict confidentiality of customer information and sensitive financial data in compliance with company policies.
• Work independently in a remote home office setup, managing multiple simultaneous chat sessions in a fast-paced, high-volume environment.
• Stay up to date on company products, services, and platform updates to provide accurate and relevant customer support at all times.

Customer Service Agent - RCS

(2022-01 - 2022-12)

• Served as frontline phone support for customer account enquiries, problem resolution, and service requests, maintaining excellent phone etiquette and professional communication.
• Handled customer complaints and difficult situations empathetically and patiently, de-escalating issues and delivering effective solutions to maintain customer satisfaction.
• Escalated complex cases to supervisors when required, ensuring appropriate resolution within set timeframes.
• Maintained accurate and up-to-date customer records in internal CRM systems for tracking and audit purposes.
• Prioritised tasks effectively in a fast-paced call centre environment while consistently meeting service quality targets.

General Assistant - OMG Holdings

(2019-01 - 2019-12)

• Used MS Excel, Outlook, and PowerPoint to track operations, prepare reports, and communicate with internal stakeholders.
• Maintained accuracy and attention to detail in a high-pressure environment while consistently meeting deadlines.
• Identified and resolved operational challenges to minimise service disruptions and maintain workflow efficiency.

Logistics and Supply Chain Management - Rosebank College, Braamfontein (2022-01 - 2022-12)

National Senior Certificate (Matric) - North Riding Secondary (2018-01 - 2018-12)