Mpumelelo Melusi

MPUMELELO MELUSI Customer Experience Specialist - LinkedIn/Portfolio Location Summary An organised, results-oriented Customer Service Professional with an excellent track record of significantly increasing service quality, sales and customer base. Outstanding communication, relationship-building and influencing skills; competent in building customer relationships which inspire confidence and loyalty. Experience Unboxxed. Online Customer Service Specialist 06/2024 - 05/2025 Unboxxed is an online retailer focused on sustainability, specializing in refurbished electronic devices. • • • • • Responsible for handling inbound and outbound calls, resolving customer inquiries, and maintaining detailed records of interactions. Fluent, professional-level English (spoken and written)2+ years of experience in customer support via chat or voice Responded to over 50 customer calls & emails daily and solved 90% of their concerns. Served customers in a positive way, receiving two customer service awards in the past year. Created a multi-media campaign that increased our subscribers by 450 people in one year. Regener8 Location Customer Service Agent 07/2023 - 05/2025 Leader in the refurbished devices market • • • • • • • • • Wrote a complex inventory application, saving time and money. Developed and implemented client service program, which expanded small-to-medium client base by 15% Created a discount system for successful referrals from existing clients. Delivered fast, accurate, and empathetic support to clients across chat, voice, and email, resolving delivery, payment, and platform-related issues in real time Used tools like Zoho desk and Monday.com to investigate queries, update form fields, log clear internal notes, and maintain accurate documentation. Applied sound judgment and critical thinking to resolve issues, follow or adapt workflows, and escalate only when necessary. Responded to emails, social media queries and legal disputes in real time. Monitored trends and flagged recurring issues or process gaps to improve worker experience and internal operations weekly and came up with regular improvements. Documented and updated workflows and helped to support new workers through training. Planet Fitness Location Call Center Agent 03/2016 - 09/2022 An innovative fitness company • Answered 80 + calls per day • Responded to social media queries, legal queries as well as webform queries in less than 24 hours • Responded to emails and made outbound calls for every email received Education University of Johannesburg BA Politics and International Relations 02/2015 - 11/2016 Monash University - South Africa Bsc International Relations & Management 02/2011 - 11/2013 Skills Attention to detail Research Active listening Excellent communicator Proactive Problem solver Able to work under pressure CRM Google workspace www.enhancv.com Powered by 