Midana Mudau

Results-driven Customer Service and Quality Assurance Manager with over five years of experience in customer support, quality assurance, coaching, workforce performance, and leadership. Bachelor of Business Science graduate in Economics and Business Management. Experienced in leading teams, improving service quality, analysing KPIs, mentoring staff, and driving continuous improvement.

Customer Service Manager - Amazon

(2023-11)

• Lead quality assurance and customer service initiatives.
• Evaluate customer interactions and ensure compliance with standards.
• Coach and mentor employees through structured development plans.
• Analyse KPIs and provide actionable performance reports.
• Managed and coached a team of approximately 20 employees.
• Improved performance through targeted coaching and quality interventions.

Customer Support Consultant / Trainer - Amazon

(2020-06 - 2023-11)

• Resolved complex customer issues.
• Delivered peer coaching and quality reviews.
• Trained and onboarded new employees.

Administrator - Fenix Quality Supplies

(2018-02 - 2019-08)

Managed office administration and coordinated daily business operations.

Bachelor of Business Science - Economics & Business Management - Monash University (2019)

Higher Certificate in Higher Education - Business & Economics - Monash University (2015)

National Senior Certificate - Liivha Combined School (2013)