Siyanda Ndaliso

As a dynamic Digital E-mail Consultant and Complaints Consultant, I bring a wealth of experience in managing and resolving customer grievances through effective email communication. My expertise lies in crafting tailored responses that not only address customer concerns but also enhance their overall experience. I excel in analysing complaint trends, implementing strategic solutions, and maintaining a high standard of customer satisfaction.

With a keen eye for detail and a proactive approach, I am dedicated to improving service delivery and fostering positive client relationships in a fast-paced digital environment.

Online Sales Consultant - ATM

(2025-06)

The Customer Support Sales Consultant is responsible for providing exceptional customer service while actively promoting and selling products or services to new and existing customers. This hybrid role combines client support and sales expertise to drive customer satisfaction, retention, and revenue growth.

• Sell Fibre broadband packages for Talk Talk, and am the top performer for conversion and number of sales per month since the start of the campaign on 18th June 2025.
• Reason for leaving: We have been given a heads up that the campaign can end at any point because of the inability to provide data for leads by the client after employing more people on the campaign. This speech was delivered to us at the beginning of October and were ultimately given the advice to do what is best for ourselves and families. Because of the level of uncertainty across a number of campaigns

Brand Activations & Promotions - Off - Limited Communications

(2024-07)

• Represent & make sales for quite a number of global and local brands and products, namely Danone, Clover, Stimorol, Jägermeister, Ingram's, Coca-Cola, Kit-Kat, Bar One, Jeyes Fluid, Nescafe, to name just a few.
• This is flexible as I have to personally notify of my availability before being booked for activations, most of the activations are usually scheduled for weekends as well.
• On database

Online Sales Consultant - Huntswood - Cape Town CBD, The Towers

(2024-06 - 2025-06)

My role is to resolve general enquiries relating to home insurance in the UK, provided by Domestic & General, in partnership with multiple 3rd parties for technical boiler and appliance break down services.

• Also upsell multiple insurance products where applicable.
• Reason for leaving: The Domestic and General campaign had ended, the options were to reapply for the remaining campaign or retrenchment.

Phone, Email and Webchat Consultant - Tenacity Financial Services - Cape Town, Kuilsriver

(2022-08 - 2023-02)

As a Phone, Email, and Webchat Customer Service Consultant, I expertly managed a high volume inbox with precision, ensuring timely and accurate responses to customer inquiries. I provided exceptional customer service through various communication channels, resolving issues efficiently and maintaining a high level of customer satisfaction. My responsibilities included handling complex queries, troubleshooting technical problems, and offering product and service information.

I consistently maintained detailed records of customer interactions and followed up to ensure complete resolution. Additionally, I collaborated with other departments to address and escalate issues as necessary, contributing to the overall improvement of customer service processes.

• Successfully managed a high volume inbox with precision, ensuring timely responses.
• Resolved over 90% of customer inquiries on the first contact.
• Maintained a customer satisfaction rating of 95% or higher consistently.
• Streamlined communication processes, reducing response times by 20%.
• Trained and mentored new team members, enhancing team efficiency.
• Implemented feedback mechanisms, leading to a 15% improvement in service quality.

Sales agent / lead generation - BOOMERANG Marketing Solutions - Cape Town, Wynberg

(2021-09 - 2022-08)

As a Sales Agent specialising in Lead Generation, I excel at identifying and nurturing potential clients through adept consultative selling techniques. My role involves researching and qualifying leads, initiating contact through various communication channels, and building strong relationships to understand client needs. I consistently collaborate with marketing and sales teams to develop strategies that convert prospects into loyal customers.

My expertise includes utilising CRM systems for tracking and managing leads, as well as analysing sales data to optimise performance. I am committed to achieving sales targets and contributing to the overall growth of the organisation.

• Successfully generated over 200 qualified leads per month, leading to a 15% increase in sales revenue.
• Implemented a new lead qualification process, improving lead quality by 20%.
• Developed and maintained a robust CRM database, enhancing lead tracking and follow-up efficiency.
• Collaborated with marketing to create targeted campaigns, resulting in a 25% increase in lead conversion rates.
• Consistently exceeded monthly sales targets by an average of 10%.
• Trained and mentored junior sales staff, contributing to a 30% improvement in team performance.

General Enquiries Consultant - Teleperformance - Cape Town, CBD

(2020-08 - 2021-08)

As a General Enquiries Consultant, my primary responsibilities included addressing and resolving customer queries with efficiency and professionalism. I consistently provided accurate information and solutions, ensuring high levels of customer satisfaction. I managed a high volume of enquiries through various communication channels, including phone, email, and live chat.

Additionally, I maintained detailed records of customer interactions and feedback, which helped in improving service quality. My role also involved collaborating with different departments to streamline processes and enhance overall customer experience. I utilised my problem solving skills to tackle complex issues and provided training to new team members.

• Received multiple awards for innovative problem solving.
• Achieved a 95% customer satisfaction rate. Successfully handled over 1,000 customer enquiries per month.
• Implemented a new feedback system that increased service efficiency by 20%.
• Trained and mentored over 15 new team members.
• Developed a comprehensive FAQ resource that reduced enquiry resolution time by 30%.

Collections Customer Service Consultant - SIGMA - Cape Town, Diepriver

(2020-01 - 2020-07)

As a Collections Customer Service Consultant, I championed a customer-first collection approach, ensuring that all interactions were handled with empathy and professionalism. My responsibilities included managing and resolving customer queries related to overdue accounts, negotiating payment plans, and maintaining accurate records of all communications. I worked closely with other departments to streamline processes and improve overall customer satisfaction.

Additionally, I provided training and support to new team members, ensuring they were well-equipped to handle customer interactions effectively. My role required a keen attention to detail, excellent communication skills, and the ability to handle difficult conversations with tact and sensitivity.

• Successfully reduced overdue accounts by 20% through effective negotiation and customer engagement.
• Improved customer satisfaction scores by 15% by implementing a customer-first approach.
• Trained and mentored 10 new team members, enhancing overall team performance.
• Streamlined the collections process, reducing the average resolution time by 25%.
• Maintained a 98% accuracy rate in record-keeping and documentation.
• Collaborated with cross-functional teams to develop and implement new strategies for customer retention.

Email Customer Service Consultant - Amplify 5 - Cape Town, CBD

(2023-02 - 2024-05)

As an Email Customer Service Consultant, my primary responsibility is to handle customer inquiries and issues through email efficiently and effectively. I ensure swift email query resolutions by promptly addressing customer concerns, providing accurate information, and offering solutions that enhance customer satisfaction. My role involves maintaining a high standard of communication, managing a high volume of emails, and collaborating with other departments to resolve complex issues.

I also track and document customer interactions to identify trends and improve service quality continuously.

• Successfully resolved over 95% of email queries within 2 hours.
• Achieved a 95% customer satisfaction rate. Successfully handled over 1,000 customer enquiries per month.
• Implemented a new feedback system that increased service efficiency by 20%.
• Trained and mentored over 15 new team members.
• Developed a comprehensive FAQ resource that reduced enquiry resolution time by 30%.
• Maintained a customer satisfaction rating of 98% through effective email communication.
• Developed a comprehensive email response template that reduced response time by 30%.
• Collaborated with the technical support team to address and resolve complex customer issues.
• Trained new team members on best practices for email customer service from the very beginning of our campaign.
• Implemented a feedback system to continuously improve email handling processes.
• Promoted to complaints focal and leader of the SME group.

uMalusi National Senior Certificate - Rhodes High School (2008 - 2012)