Thabiso Kolman

As the Point of Contact (POC) for Team Altitude, I live by the belief that the sky isn't the limit—it's just the starting line. My journey over the last two years at DoorDash, combined with my time at Vudu, has been defined by a genuine passion for helping people improve. Whether I'm stepping in as an SME to mentor new agents or diving into the ALX Data Analysis program to find smarter ways of working, I'm always looking for that extra 1%.

I'm a fast learner who doesn't just use AI tools because they're trendy, but because they help my team hit targets faster and more accurately. I'm ready to bring this mix of leadership, tech-fluency, and "Team Altitude" energy to Quantanite as a Team Leader or SME or Agent.

Customer Service Professional / POC at DoorDash (2024-03 – Present)

• Team Leadership (POC): Serve as the primary Point of Contact for Team Altitude, managing communication and ensuring team alignment with daily KPIs.
• Subject Matter Expertise (SME): Appointed by DoorDash to serve as an SME for 2 months, directly assisting and onboarding new agents to ensure 100% process adherence.
• Performance Optimization: Use AI tools to draft internal updates and troubleshoot complex merchant issues, reducing average handle time (AHT).
• Coaching: Conducted real-time feedback sessions for underperforming peers, contributing to a measurable lift in team quality scores.

Customer Support Associate at Vudu (2023-09 – 2024-02)

• Rapid Technical Onboarding: Mastered proprietary CRM tools and Vudu's complex streaming ecosystem within the first two weeks, meeting full production targets ahead of schedule.
• Technical Troubleshooting: Handled high-priority queries involving account security, billing discrepancies, and multi-platform device syncing (Smart TVs, mobile, and web).
• Resolution Efficiency: Consistently maintained high CSAT (Customer Satisfaction) scores by simplifying technical jargon for non-tech-savvy users.
• Adaptability: Thrived in a fast-paced environment, learning to balance strict AHT (Average Handle Time) while ensuring first-contact resolution.

AICE & Data Analysis Program in Data Analysis – ALX Africa

Matric / Grade 12 – LENASIA MUSLIM SCHOOL (2025-04)