Zenazo Malahla

Detail-oriented Administration professional with a National Diploma in Public Management (NQF 6) and 18 months' administrative experience in a public sector environment. Skilled in Microsoft Office, data capturing, record keeping and customer query resolution, with strong knowledge of the PFMA, Public Service Act and Regulations, and Batho Pele Principles. Fluent in English and isiXhosa.

Call Centre Agent – FTTH - Ison Xperiences

(2022-10)

• Provided technical and billing support to residential Fibre customers via calls and email, resolving connectivity issues on routers and end-user devices.
• Configured and troubleshot routers remotely to restore service, applying analytical, first-line fault-finding steps before escalation.
• Managed customer accounts end-to-end: updated records, processed activations and account amendments, and advised customers on account balances.
• Handled billing queries and account reconciliations, ensuring accurate, timely resolution of payment and invoicing issues.
• Escalated complex or unresolved technical faults beyond first-line support to management, reducing repeat calls by 20%.
• Delivered clear, accurate information on products and services, supporting strong customer satisfaction and service scores.

Supply Chain Management and Administration Intern - Department of Health, Livingstone Hospital, Gqeberha - Gqeberha

(2017-10 - 2019-03)

• Provided administrative and customer service support in a high-volume public sector environment, resolving queries from staff and external stakeholders.
• Captured procurement requisitions on the Logis system and verified supplier documents on the Central Supplier Database (CSD), ensuring accurate records and data integrity.
• Maintained asset registers and confidential records for audit purposes, achieving 100% accuracy against deadlines.
• Applied Batho Pele Principles and public service policies when liaising with stakeholders and members of the public.
• Delivered general administrative support including filing, data capturing and telephone-based customer assistance.

National Diploma - Public Management - Nelson Mandela University (2011 - 2014)

Grade 12 / Senior Certificate - Matric - Masiphathisane Senior Secondary School (2009)