Customer Service Help Desk

Nondzwakazi Mimi Sibanda

*************@*****.*** 062-***-****

Linkedin : https://www.linkedin.com/in/nondzwakazi-sibanda-a13ba31b7? Summary

Flexible, reliable and possess excellent time keeping skills. Advanced at handling high-volume tasks, resolving customer queries, and maintaining compliance with service standards. Known for strong problem-solving skills, professionalism, and ability to multitask in fast-paced environments. Seeking to contribute administrative, Customer Service and claims expertise to a dynamic organization with 9 years working experience. Professional Experience

Claims Administrator

Fixico SA – 03/ 2024 – 07/ 2025

Receive and register new claims.

Ensure claims are resolved within authorised limits and in compliance with policy terms.

Prepare reports on claim statistics, monitor trends, and assess the frequency of incidents.

Assist risk management personnel in minimising losses

Liaise with clients, insurance companies, and other stakeholders to gather information, provide updates, and answer queries.

Ensure all claims are handled in accordance with company policies, regulatory standards, and internal procedures.

Ensure that the client is updated regarding the process of their claim. Customer Service Team Leader

55.Blackwood Holdings – 08/2022 – 12/2023

Mentor junior team members on service and retention, provide clear guidance and constructive feedback.

Proactively identified and solved complex problems impacting operations management and business direction.

Exceeded team goals by leading meetings, sharing best practices-and implementing sales initiatives.

Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.

Trained new hires on sales processes, product knowledge and overcoming objections to increase targets.

Coached staff on operating procedures to maintain quality services.

Supervised customer service representatives, assessed-performance and organised development plans to diminish process lags.

Supervised total department call volume of 400 calls per day excluding emails.

Kept track of weekly and monthly KPI of my team members. Call Centre Agent Customer Service

Ison Xperiences – 10/2021 – 07/2022

Dealt with complex customer complaints professionally and politely, resolving issues with favourable solutions.

Increased customer satisfaction by offering friendly, helpful and informative customer service.

Recorded details from customer communications on CRM.

Handled and quickly resolved customer issues regarding product sales and customer service problems.

Applied correct hold and transfer procedures, consistently keeping call times within timeframe target.

Followed up customer calls with further information or instructions when necessary.

Collaborated with other call centre professionals to improve customer service IT Help Desk Support

In2IT Technologies – 10/2018 – 10/2020

Provided help desk support for platform and network issues inline support.

Provided guidance and support to users on ICT desktop devices.

Accurately recording all activity and communication within help desk software.

Maintained excellent team relationships by providing proactive and helpful support.

Provided outstanding service by remaining helpful, attentive, proactive and efficient throughout service.

Stayed up- to- date on latest product changes, maintaining outstanding customer service and helpful support.

Insurance Broker

Friends4Life Intermediary Services – 02/2017 – 10/2017

Research available insurance policies from various carriers to find the best options for clients.

Advise clients on suitable coverage, explain policy provisions, and highlight the risks of being uninsured

Facilitate the application process and ensure the timely issuance of policies once a decision is made.

Guide clients through the claims process, ensuring fair dealing and satisfaction

Building and maintaining strong relationships with clients

Create marketing initiatives to attract new clients and meet sales targets Office Administrator

Cielo Pty– 01/2015 – 12/2016

Oversee effective file management to keep office records up- to- date.

Answered department calls and emails within target timeframes to meet company communication targets.

Communicated with office managers to understand department priorities and workload.

Managed office correspondence, including emails and phone calls efficiently and promptly.

Maintained excellent team relationships by proactively helping others with complex problem - solving tasks.

Maintained strict confidentiality and discretion when processing sensitive data and information.

Collected and distributed incoming post and prepared outgoing post for collection.

Communicated with staff through various internal platforms to keep colleagues informed with office updates.

Assisted associated departments with clerical and administrative support. Soft Skills & Hard Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Data Entry & Data Analysis

Document Management Systems

Scheduling & Calendar Management

Service Level Agreement (SLA) Management

Reporting & Documentation

Call Centre & Telephony Systems

Cloud Platforms (Google Workspace, Microsoft Teams, SharePoint)

Problem-Solving & Conflict Resolution

CRM Systems (Salesforce, Zoho, HubSpot)

1. Resolved 95% of customer queries on first contact 2. Streamlined filing system, cutting document retrieval time by 30%. 3. Implemented a new reporting template, saving 5 hours per week in manual work. 4. Coordinated schedules for a team of 15 staff, reducing meeting clashes by 40%. 5. Database management

6. Reduced claim turnaround time from 10 days to 7 days, improving client satisfaction. 7. Trained and mentored 5 new staff members, improving onboarding efficiency 8. Achieved 95% compliance with internal audit requirements 9. Handled an average of 50+ calls/emails per day while meeting SLA targets Education

Certificate Information Technology (Cisco Networking Academy) – 2019

NQF LEVEL 5 - Office Administration (Rosebank College) – 2018

NQF LEVEL 4 – Grade 12 (Science) – 2015.

Certificate – Awarded Best employee of the year in 2023. References

1. FIXICO SA – Blake Olivier 074-***-****

2. Blackwood holdings – Lesego Moabi 081-***-**** 3. ISON Xpereince – Mr Vernon Kock 083-***-****

4. Cielo Pty – Ms Catherine Moatshe 078-***-**** 5. In2IT Technology – Tanya Govender 065-***-**** 6. Friends4Life – Ms Kgomotso 081-***-****

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