Mbali Zuma

Customer Service & Sales Support Specialist with 5+ years of experience supporting customers across US and UK markets. Experienced in handling high-volume customer inquiries via phone, email and live chat, processing orders, managing customer records, resolving complaints and supporting eCommerce operations. Proficient in CRM and help-desk platforms including Salesforce, HubSpot, Zendesk, Freshdesk, Intercom and GoHighLevel, with experience using Shopify.

Consistently maintained 90%+ customer satisfaction while ensuring accurate order processing, SOP compliance and data protection. Reliable, detail-oriented and skilled at turning customer issues into positive experiences.

Customer Success & Account Specialist at OVO Energy (2024-11 – 2026-08)

• Managed a hybrid flow of 50+ inbound and outbound calls daily assisting UK residential and small business customers with account setups, smart meter onboarding, and billing inquiries.
• Achieved an 87% First-Contact Resolution (FCR) rate and a 16% increase in customer retention during contract renewal drives.
• Investigated billing discrepancies, processed direct debit adjustments, and navigated enterprise utilities CRMs (Salesforce Energy Cloud / Zendesk).

Social Media & Chat Specialist at Express (US Retail) (2023-01 – 2024-11)

• Handled high-volume inbound customer queries and order tracking across live web chat, Instagram DMs, and Facebook Messenger with a First Response Time under 4 minutes.
• Utilized Salesforce Service Cloud to process exchanges, returns, and order updates while monitoring brand mentions and DMs via Sprout Social.
• Maintained a 95% positive brand sentiment score across social media engagement channels.

Technical Support Specialist at Altice (2020-02 – 2022-12)

• Provided Tier-1 and Tier-2 technical support for high-speed fiber/cable internet, digital cable TV, and VoIP phone services for US residential customers.
• Diagnosed line-level signal issues, packet loss, and hardware provisioning failures, reducing unnecessary technician dispatches by 18%.
• Guided customers through remote setup, firmware updates, and router/VoIP configuration across multiple operating environments.

B.A Legal Studies in Political Sciences & Legal studies – University of KwaZulu Ntal (2014-01 – 2018-11)