Zanele Nyembe

Results-driven Customer Service Professional with over 6 years of experience in call centre operations, including more than 4 years in a Team Leader role. Currently working as a Call Centre Agent in the Retention Department at Cartrack. Experienced in customer retention, team leadership, coaching, performance management, KPI tracking, SLA compliance, customer escalations and CRM systems.

Proven ability to improve customer satisfaction, achieve operational targets and develop high-performing teams.

Call Centre Agent – Retention Department at Cartrack (2026-07 – Present)

• Handle inbound and outbound customer retention calls.
• Retain customers by identifying needs and providing suitable solutions.
• Resolve customer complaints professionally and efficiently.
• Meet daily and monthly KPIs, quality assurance and productivity targets.
• Update and maintain customer information using CRM systems.
• Deliver excellent customer service while improving customer loyalty.

Health and Wellness Counsellor at Shout It Now (2026-03 – 2026-06)

• Provided counselling and support to clients.
• Conducted assessments and follow-up sessions.
• Maintained accurate records and reports.
• Supported health promotion and community outreach programmes.

Team Leader at Shout It Now (2023-05 – 2025-09)

• Managed and coached a team of 8–15 customer service agents.
• Improved Customer Satisfaction (CSAT) from 75% to 90%.
• Reduced Average Handling Time (AHT) by 10%.
• Maintained SLA compliance above 98%.
• Conducted performance reviews, coaching sessions and quality monitoring.
• Managed customer escalations and ensured timely resolution.
• Produced reports and monitored team performance against KPIs.

Customer Service Representative at Shout It Now (2020-06 – 2023-04)

• Managed 50–80 inbound customer calls daily.
• Achieved a 95% First Call Resolution (FCR) rate.
• Maintained accurate customer records using CRM systems.
• Assisted with onboarding and coaching new employees.
• Consistently achieved quality and productivity targets.

Health Care Advisor at Shout It Now (2016 – 2020-05)

• Provided HIV counselling and testing services.
• Conducted community outreach and health education.
• Collected and reported programme data.
• Supported health awareness initiatives.

Senior Data Capturer at Pulse Health Solution (2019-02 – 2019-12)

• Captured and verified data with 99% accuracy.
• Produced operational reports.
• Improved data accuracy by reducing errors.
• Maintained confidential records.

Bachelor of Commerce in Project Management – MANCOSA (2027)

Grade 12 – Nkumbulo Secondary School (2010)