Mbalenhle Dimba

Autonomous and results-driven Remote Sales and Customer Services Advisor with over 7 years of high-volume international BPO experience across UK and US campaigns. Adept at managing distributed team workflows, maintaining peak productivity in a dedicated home-office setup, and consistently exceeding KPIs without direct supervision. Combines core strengths in customer retention, digital problem-solving, and direct sales with exceptional written and verbal communication skills.

Proven track record of boosting CSAT scores and resolving complex escalations across omnichannel touchpoints.

Customer Support & Sales Advisor at Concentrix (Vodafone UK Campaign) (2024 – 2026)

• Managed high-volume digital customer touchpoints across VOIP, live chat, and email ticketing using Zendesk and Salesforce CRMs while maintaining strict SLA compliance in an autonomous environment.
• Utilized cloud collaboration platforms (Microsoft Teams, Outlook) to maintain seamless alignment with distributed teams and operations management across international time zones.
• Independently resolved complex billing disputes and technical account queries, applying active listening and systematic troubleshooting to sustain high First Contact Resolution (FCR) and CSAT scores.
• Identified retention friction points and executed targeted upselling and cross-selling strategies, consistently reaching performance targets without direct supervision.

Outbound Sales Representative at Ignition Group (AT&T USA Campaign) (2022 – 2023)

• Executed high-volume direct sales calls for a leading US telecommunications carrier while adhering strictly to work-from-home schedule management and queue priorities.
• Exceeded monthly conversion quotas and revenue targets by pitching tailored service upgrades, device add-ons, and acquisition packages.
• Performed independent workstation management and technical troubleshooting to ensure 99%+ uptime across cloud-based telephony and CRM systems.
• Maintained top-tier performance metrics across Call Quality, conversion efficiency, and autonomous target achievement in a fast-paced sales environment.

Customer Service Representative & Team Leader at CCI Global (TalkTalk UK & Spirit Airlines USA) (2019 – 2022)

• Coached and led distributed contact center agents, utilizing virtual collaboration tools to align remote workflows, conduct line coaching, and execute quality assurance reviews.
• Served as the primary escalation point for high-priority customer complaints across international aviation and telecom accounts, leveraging formal de-escalation techniques and documentation clarity.
• Monitored daily operational KPIs and queue management metrics to enforce SLA compliance and drive target achievement across team workflows.
• Recognized for exceptional performance in operational reliability, first contact resolution, and agent development.

Virtual Assistant Training Certificate – EduCourse (2024-09)

Administrative Assistant Certificate – EduCourse (2026-09)

Career Essentials in Administrative Assistance – Microsoft & LinkedIn Learning (2025-12)

Administrative Professional Foundations & Project Resource Management – LinkedIn Learning / PMI (2025-12)

Business Etiquette: Phone, Email, & Text – HRCI/NASBA & LinkedIn Learning (2025-12)

National Senior Certificate (Grade 12) – Charles Sabelo High School