Nothando Nono

Manage high-volume inbound and outbound calls while consistently delivering high-quality customer service. Resolve customer queries, complaints, and technical issues efficiently and professionally. Accurately capture customer information and interaction outcomes in CRM systems.

Customer service agent - CCI International - Durban

(2025-10 - 2026-03)

• Manage high-volume inbound and outbound calls while consistently delivering high-quality customer service.
• Resolve customer queries, complaints, and technical issues efficiently and professionally.
• Accurately capture customer information and interaction outcomes in CRM systems.
• Meet and exceed performance targets, including call quality, customer satisfaction, and first-call resolution.
• Perform administrative functions such as order processing, account updates, renewals, and cancellations.
• Identify opportunities for upselling and cross-selling in line with business objectives.
• Communicate effectively with internal departments and clients via email for follow-ups and escalations.

HR Intern - Rio Tinto - Richards Bay Minerals - Richards Bay, KwaZulu-Natal

(2023-01 - 2024-03)

• Assisted in creating and posting job advertisements, screened CVs, helped shortlist candidates, scheduled interviews, and prepared interview materials and supporting documents.
• Maintained and updated employee records and HR systems, facilitated onboarding and induction processes for new staff, drafted employment contracts, and managed HR-related correspondence.
• Supported payroll accuracy through timely data updates.
• Helped address employee inquiries, provided administrative support during disciplinary and grievance procedures, and ensured the confidentiality of all employee sensitive information.
• Organized training sessions, workshops, and learning activities. Kept training records and attendance logs, and assisted in monitoring and tracking employee development plans.
• Supported adherence to company policies and labor laws, participated in HR audits and reporting processes.
• Maintained accurate and confidential personnel records for over 2,300 employees, ensuring compliance with data protection standards. Logged and managed HR tickets and cases within internal systems.
• Compiled daily and weekly HR reports using Microsoft Excel to aid management decision-making.
• Assisted with HR analytics such as headcount tracking, productivity metrics, and staffing data analysis.
• Supported the interpretation and enforcement of HR policies. Managed employee benefits administration, including beneficiary trust fund registrations, grants, and employee share schemes.
• Provided administrative and translation assistance during grievance and disciplinary hearings, ensuring smooth communication and process flow.

BCom honours - Human Resources and Labour Relations - Nelson Mandela University (2021-02 - 2022-04)