Tina Ndzwana

Performance-driven and adaptable Customer Experience Specialist with 9+ years of expertise spanning telecommunications (fibre broadband), aviation/GDS (JetBlue/Sabre), retail, and high-volume outbound telesales. Recognized for a strong technical aptitude in troubleshooting connectivity issues and managing complex ticketing systems while maintaining exceptional service delivery. Proven track record of managing 100+ daily customer touchpoints, optimizing first-contact resolution metrics, and driving lead conversions in fast-paced corporate environments.

Seeking an Administration, Reception, Front Desk, or Client Services role to deliver immediate operational value.

Customer Service Representative - TELUS DIGITAL - Maitland, Cape Town

(2024-10 - 2026-05)

• Managed Volume: Exceeded performance targets by efficiently resolving 100+ high-volume customer service inquiries daily across voice, chat, and email channels.
• Problem Resolution: Troubleshot complex technical and account issues, delivering clear, practical solutions to ensure first-contact resolution.
• Quality Assurance: Maintained a professional, customer-focused approach that consistently secured top-tier positive feedback on post-interaction satisfaction surveys.
• Communication Efficiency: Streamlined inquiry queues through rapid data capturing and accurate documentation of client resolutions.

Student Advisor - OXBRIDGE ACADEMY COLLEGE - Stellenbosch

(2024-06 - 2024-09)

• Advised prospective students on qualifications, program information, and learning outcomes.
• Registered students and provided ongoing support, ensuring accurate data capture and strict attention to detail.
• Managed follow-up and sales activities with qualified prospects while maintaining strong client relationships.

Customer Support Inbound - CCI SOUTH AFRICA - Salt River, Cape Town

(2024-01 - 2024-06)

• System Expertise: Utilized the Sabre GDS platform to accurately book international and domestic airline tickets, process modifications, and confirm reservations for the JetBlue Airways campaign.
• Complex Resolution: Resolved high-volume inbound inquiries regarding flight details, baggage policies, cancellations, and complex travel re-routing schedules.
• Regulatory Compliance: Maintained strict attention to detail and data security protocols when managing time-sensitive traveler information and processing payments.

Customer Service Representative Inbound - MERCHANTS SA - Salt River, Cape Town

(2023-12 - 2024-01)

• Technical Troubleshooting: Diagnosed and resolved complex fibre broadband connectivity issues, router configurations, and line faults to restore internet services promptly.
• Billing & Account Resolution: Managed customer inquiries regarding billing discrepancies, account activations, and adjustments while maintaining compliance with service standards.
• De-escalation Excellence: Diffused high-stress customer complaints related to network outages or service downtime using empathetic communication.

Lead Generator / Telesales - ALPHA KONNECT - Cape Town CBD

(2022-01 - 2023-12)

• Target Achievement: Exceeded weekly outbound call and lead generation quotas, consistently driving high-volume prospect engagement.
• Lead Conversion: Qualified cold prospects efficiently, capturing critical demographic data to transition high-quality leads to the sales team.
• Product Knowledge: Pitched diverse insurance portfolios, including car and home insurance, by clearly communicating product value.

Customer Assistant - WOOLWORTHS (PTY) LTD - V&A; Waterfront, Cape Town

(2016-10 - 2021-12)

• Assisted customers across multiple retail departments and provided face-to-face service.
• Supported merchandising, replenishment of stock, and controlling incoming/outgoing stock values.

N4 – N6 - Marketing Management - Boland College (2015 - 2016)

National Senior Certificate - Matric - Peakview Secondary (2014 - 2014)