Thoko Sithole

Customer Service and Administrative professional with 4+ years' experience in client support, data capturing, and community development. Skilled in resolving complex queries, managing CRM records, and delivering high-quality service under pressure. Seeking to contribute to a growth-oriented organisation in customer service, finance, or administration.

Courier Support Agent - Advance Call Center Technologies (ACT)

(2025-10)

International Campaign: UK, IE, CA, AU

• Handled couriers inquiries via phone, email, and chat for Just Eat Takeaway/Skip the Dishes
• Resolved delivery issues including tracking delays, timing disputes, package damage, app errors, and GPS problems
• Provided real-time tracking updates and accurate delivery information to customers and couriers
• Supported riders with live incidents such as breakdowns, no-shows, and safety concerns
• Managed account queries, payout issues, and policy guidance for couriers
• Logged all cases in CRM, consistently meeting SLA and quality targets
• Escalated complex, fraud, and serious incidents with clear documentation to senior agents and logistics teams
• Collaborated with couriers and logistics teams to identify root causes and improve delivery processes
• Maintained accurate records and reports on delivery issues and resolutions

Brigade contract - Department of Social Development

(2024-03 - 2025-08)

• Conducted data capturing and household profiling for community outreach campaigns
• Provided administrative support for monitoring, evaluation, and compliance reporting
• Handled finance-related documentation and coordinated with funded organisations
• Supported NPO oversight and prepared reports for management

Counting Officer - The Independent Electoral Commission (IEC)

(2024-05 - 2024-06)

• Accurately counted and verified votes, ensuring the integrity of the electoral process
• Reconciled election materials, ballot papers, and special votes
• Recorded and reported election results accurately
• Collaborated with IEC officials, observers, and party agents to ensure a smooth process

Education Assistant (Contract) - Kelekitso High School

(2023-02 - 2024-09)

• Supported lead teachers with lesson planning, preparation, and assessment
• Managed classroom activities and maintained a safe, organised learning environment
• Prepared educational materials and assisted with record-keeping

Financial Consultant / Vodapay Operational Consultant - Merchants Vodacom

(2021-10 - 2023-01)

• Handled escalated customer queries for Vodapay accounts, investigating transactions and resolving fund transfer issues
• Processed refunds, activated products, and supported business customers with sales and onboarding
• Managed inbound/outbound calls and chat, logging all cases in CRM to meet SLA and quality targets
• Escalated fraud activities with clear documentation

Front Desk Manager / Stock Auditor - Bob Cuts Hair Salon

(2018-08 - 2021-06)

• Managed client bookings, captured data, and handled inquiries via phone and social media
• Conducted stock audits for 19 branches and reported findings
• Processed banking transactions and supported sales activities

High School Diploma - Grade 12 - Hoër Tegniese Skool (2004 - 2008)

Certificate - Introduction to PC and basics - Intuition Computer College (2007 - 2007)

Certificate - Introduction to PC (winter school) - Midrand Graduate Institute (2008 - 2008)

National Certificate - Information Technology (IT) Level 2 - South West Gauteng College, George Tabor Campus (2010 - 2010)

Certificate - Beauty Therapy Certificate, Acrylic Nails, Facials and Make-up - Beauty Therapy Training Skills (2016-02 - 2016-04)