Mbali Mazibuko
FIAS Accredited, Customer Support, LLB Student
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About
Client-focused administrative and customer service professional with over three years' experience in high-volume service environments. Experienced in handling large volumes of customer queries across calls, email, and digital platforms while maintaining accuracy and professionalism. Proven ability to manage escalations, resolve customer issues efficiently, and maintain service level targets.
Strong attention to detail, problem-solving ability, and understanding of structured processes through ongoing LLB studies and RE5 qualification.
Experience
Customer Support Specialist at Sutherland Global Services (2025-04 – Present)
- Handled 40–60 customer queries daily across calls, email, and digital platforms
- Maintained 90%+ SLA adherence and consistent KPI performance
- Contributed to maintaining 85%+ customer satisfaction (CSAT) through effective query resolution
- Managed real-time escalations and resolved complex or high-priority customer issues
- Screened and directed customer queries to the correct processes and services
- Processed service-related requests accurately and within required timeframes
- Captured and updated client information on internal systems with a high level of accuracy
- Maintained detailed records for audit and compliance purposes
- Assisted clients with completing forms and understanding processes
Technical Support Specialist at Quantanite (2022-09 – 2024-05)
- Managed customer technical support queries related to software, connectivity, and system performance
- Processed customers account queries including statements, balances, and payments in a high volume environment
- Resolved customers system access, login issues, and software installation problems
- Guided customers through step-by-step processes and technical troubleshooting
- Provided remote support to resolve technical issues efficiently in stipulated resolution time
- Created and maintained a shared internal solution tracker, improving team efficiency and reducing repeat queries
- Took ownership of customer complaints and ensured timely and effective resolution
- Maintained accurate administrative records and ensured service standards were met
Education
Bachelor of Laws in LLB – UNISA
Matric in Grade 12
Regulatory Examination 5 in RE5 – Financial Sector Conduct Authority
