Ursula risuna Mashele

Contributed to delivery of over 700,000 support interactions across voice, email and WhatsApp over the 3-week application period. This including a consistent delivery of 93% First Call Resolution and Provided real-time assistance on application processes, password resets, verification, and eligibility queries, ensuring equitable access to opportunities available through SA Youth Participated in additional hours, including weekend and public holiday shifts, to ensure continuous support during peak periods

Contact Centre Agent - Harambee Youth Employment Accelerator

(2025-06 - 2025-06)

• Contributed to delivery of over 700,000 support interactions across voice, email and WhatsApp over the 3-week application period. This including a consistent delivery of 93% First Call Resolution and
• Provided real-time assistance on application processes, password resets, verification, and eligibility queries, ensuring equitable access to opportunities available through SA Youth
• Participated in additional hours, including weekend and public holiday shifts, to ensure continuous support during peak periods
• Contributed to the BEEI Impact Survey (in partnership with HSRC) by conducting structured scientific research interviews tracking impact of Public Employment Programmes

Matric - Elim Secondary School (2019)