Mpumelelo Mbambo
Customer Service Specialist
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About
Contact centre professional with 3+ years of inbound customer support on the Viking Cruises campaign, consistently exceeding customer satisfaction and quality targets. Hands-on with Zendesk, Freshdesk, Salesforce, HubSpot and Microsoft Excel (formulas and pivot tables). Clear, patient communicator in English and isiZulu, with a coaching and sports administration background, comfortable in high-volume, SLA-driven support environments. BCom Law graduate.
Experience
Customer Service Specialist, Viking Cruises Campaign - CCI South Africa - Durban, South Africa
(2022-11 - 2026-01)
Delivered high-volume inbound customer service for an international cruise line, handling bookings support and issue resolution in a fast-paced contact centre.
- Averaged a combined customer satisfaction and customer service KPI score of 4.90 out of 5.0 against a target of 4.80.
- Maintained a quality assurance average of 96% against a target of 85%.
- Logged and tracked customer interactions accurately using Salesforce, Zendesk and Freshdesk, and used Excel (formulas and pivot tables) to support tracking and reporting.
- Built strong rapport with customers, staying calm and professional during difficult conversations.
Social Media Manager (Freelance, UK and US Clients) - Self-employed - Remote, Durban, South Africa
(2026-01)
Manage social media presence and content strategy for UK and US-based clients, coordinating communication and deliverables remotely.
- Use HubSpot for client and workflow tracking; also take on customer success, sales and automation consulting engagements.
Basketball and Soccer Coach (Independent Contractor) - Saint Benedict's Catholic College - South Africa
(2021-09 - 2022-11)
Ran school basketball (Mon/Wed/Fri) and soccer (Tue/Thu) programmes across junior and senior age groups.
- Grew the basketball programme from 12 to about 30 players and from one senior team to two; improved the senior team record to 8 wins and 4 losses.
- Coordinated transport and logistics for provincial away fixtures; communicated with parents and the school on game days and consent forms.
- Mentored volunteer coaches; created a basketball fundamentals camp for under-12s and assisted with a 3-day soccer fundamentals camp.
- Invoiced the school directly and reported billable hours weekly.
Sales Representative - Virgin Active - Kloof, South Africa
Held consultative, target-driven membership sales conversations in a fast-paced fitness environment.
Financial Advisor - Liberty Life - South Africa
(2020-01 - 2020-09)
Sold investment builders, retirement annuities and life insurance to clients; earned RE5 and NQF5 qualifications.
Education
BCom Law - Law - Varsity College, Westville
National Senior Certificate (Bachelor's Pass) (2015)
RE5 and NQF5 - Liberty Life
