Pumza Bushula

Results-driven Customer Service and Technical Support Professional with over 14 years of experience across administration, retail, and international call centre environments serving US, UK, and Canada markets. Experienced in first-call resolution, technical troubleshooting, customer account management, billing, order support, and escalation handling. A strong communicator who performs well in fast-paced, target-driven environments.

Customer Service Representative at Boomerang Marketing Solutions (2025-08 – Present)

• Manage inbound customer queries, billing, refunds, and order tracking.
• Provide clear and professional product and service information.
• Maintain accurate customer records and ensure timely resolution of customer concerns.

Technical Support Associate at Amazon Development Centre South Africa (2023-05 – 2025-05)

• Provided technical support to US and Canada customers via phone, chat, and email.
• Troubleshot Amazon devices and processed in-warranty replacements.
• Achieved high First Call Resolution and customer satisfaction scores.
• Escalated complex cases appropriately to leadership teams.

Technical Support Associate at Teleperformance South Africa (2022-04 – 2023-05)

• Provided technical support to UK-based Virgin Media customers via inbound calls.
• Troubleshot fibre connectivity issues, including slow speeds, connection drops, and router configuration.
• Assisted customers with VoIP service setup and troubleshooting.
• Booked technicians for VoIP and fibre installations requiring onsite support.
• Guided customers through step-by-step diagnostics to improve First Call Resolution (FCR).
• Logged and tracked cases accurately in CRM systems while maintaining data security and compliance.
• Delivered professional customer support in a fast-paced, target-driven call centre environment.

Customer Service Advisor – Utilities at Tech Mahindra (Vodacom Campaign) (2021-09 – 2022-03)

• Handled inbound utility service queries.
• Assisted customers with real-time consumption data and issue resolution.

Administrative Assistant at RegimA Skin Treatments (2008-02 – 2021-01)

• Managed full office administration independently.
• Handled invoicing, purchasing, stock control, and dispatch.
• Performed daily stock takes and courier tracking.
• Prepared training documentation and monthly sales materials.
• Welcomed clients and handled customer queries professionally.

Matric Senior Certificate – Kwamfundo Senior Secondary School (2001 – 2001)