Luyanda Mhlana

 Luyanda Mhlana Email:- Professional Summary Customer-focused tech support and client service professional with 4+ years of experience. Skilled in resolving technical issues, managing client relations, and improving team performance. Experienced with CRM systems, ticketing platforms, and remote communication tools. Fluent in English, conversational in Russian, and native Xhosa speaker. Experience Technical Support Analyst — SEDA |- • Provided technical assistance via chat and email. • Diagnosed software/hardware issues and implemented solutions. • Developed FAQs and documentation to improve customer self-service. Client Support Manager — CSIR |- • Managed client inquiries via chat and email. • Supervised and trained junior staff. • Maintained CRM systems and tracked satisfaction metrics. Skills • Chat & Email Support • Customer Service & Client Relations • Technical Troubleshooting • Remote Communication: Slack, Zoom, Teams • CRM & Ticketing: Zendesk, Freshdesk, Intercom Languages • English — Fluent • Russian — Conversational (A2–B1) • Xhosa — Native