Nontobeko Ngema

I am a bilingual customer service and sales professional from KwaMashu with 6 years of experience supporting clients in insurance, healthcare, and BPO environments. My speciality is turning frustrated customers into loyal ones by resolving their issues fast, accurately, and with empathy.

I've worked across voice and non-voice channels including inbound calls, live chat, email, and WhatsApp Business.

I started my career at Parameds as a Sales Agent, where I provided tailored insurance solutions to healthcare professionals. I learned to assess client needs, explain complex products simply, and build trust that led to long-term relationships.

This role taught me the importance of product knowledge and compliance when handling sensitive information.

I then moved into pure customer service with Nutun OVO and Sanlam, handling high-volume policy inquiries, claims, and complaints. Using Salesforce Service Cloud and Zendesk, I logged and resolved 50-60 tickets per day while keeping my CSAT above 92% and AHT under 4:30. I became the go-to person on my team for difficult escalations because I stay calm, listen actively, and follow processes end-to-end without missing steps.

My core hard skills include Zendesk, Salesforce, RingCentral VoIP, 55 WPM typing with 99% accuracy, warranty/RMA processing, and Excel reporting.

I'm comfortable navigating knowledge bases during live calls to give accurate answers without putting customers on long holds. I also use WhatsApp Business and live chat tools to manage 2-3 conversations at once, maintaining a first response time under 45 seconds.

At Fyxer People, I supported patients in digital healthcare. This role strengthened my ability to explain treatments, guide users through platforms, and collaborate with clinical teams. It reinforced that great service is about clarity, speed, and making people feel heard, especially when they're stressed about health or money.

I'm fluent in English and isiZulu, which lets me switch languages to make customers comfortable. Many customers in KZN prefer to explain issues in isiZulu, and being able to support them directly improves resolution speed and CSAT.

What drives me is the challenge of first contact resolution. I track my own KPls daily and aim to improve them month on month. I'm proud of maintaining 90%+ QA scores consistently because it shows I follow SOPs while still personalising the experience.

I'm looking to join a team where I can use my 6 years of experience, CRM skills, and bilingual ability to drive customer satisfaction. I adapt quickly to new systems, I'm coachable.