Nomcebo Toni Nxumalo
Nomcebo Toni Nxumalo
Date of Birth: 07 July 1996
ID Number: 960**********
Nationality: South African
Gender: Female
Home Language: isiZulu
Other Languages: English, Sesotho
Driver's License: Code 08
Own Transport: Yes
Contact Details
Cell: 072-***-****
Email: ***************@*****.***
Address: E004 Jabulani Views, Matjhabeng Road, Jabulani, Soweto, 1868
Professional Summary
Client-focused support professional with a National Diploma in Retail Business Management and proven experience in customer service,and complaint resolution. Skilled in delivering first-contact resolution, providing on boarding guidance, and fostering long-term client satisfaction. Known for exceeding service standards, utilizing digital tools, and collaborating across departments to drive effective client service outcomes.
Core Competencies:
First-call resolution and case ownership
Client on boarding and digital self-service support
Complaint handling and escalation follow-through
Cross-functional collaboration and internal escalation
CRM and case management tools proficiency
Time management and SLA adherence
Relationship building and stakeholder engagement
Multilingual communication (isiZulu, English, Sesotho)
Work Experience
Customer Support Specialist
Solmate Feb 2024 – Nov 2024
Delivered responsive service through calls and digital platforms to resolve on boarding and payment issues
Documented interactions in CRM for traceability and escalated unresolved issues with full context
Supported clients with digital navigation, enhancing adoption of platform self-service features
Partnered with internal teams to expedite resolutions and ensure client satisfaction
Inbound Call Centre Agent
MiWay Insurance Oct 2022 – Feb 2024
Handled a high volume of client interactions, focusing on solving queries efficiently within SLA targets
Resolved policy-related issues and provided product guidance to enhance service utilization
Captured and maintained complete records of client interactions and escalations
Contributed to client retention and up selling efforts by providing trusted, informed advice
Office Administrator & Acting Personal Assistant
Known Associates Sep 2020 – Feb 2022
Supported client- and executive-facing operations including meeting coordination and communications
First point of contact for stakeholder and client queries, handling escalations with tact and speed
Managed internal documentation, filing systems, and call routing with accuracy and professionalism
Coordinated team activities, ensured information flow, and supported event logistics
Promoter
KAN Communications Aug 2015 – Apr 2017
Engaged customers in product demonstrations, providing clear and compelling service value
Built trust and promoted brand awareness through interactive client engagements
Education
National Diploma in Retail Business Management
University of Johannesburg 2016 – 2019
Major subjects: Business Management, Retail Management
TEFL Certificate (Teaching English as a Foreign Language)
2024
High School: Parklands High School 2009 – 2013