Ntokozo Nonhlanhla Khumalo

NTOKOZO NONHLANHLA KHUMALO 📍 Gauteng, South Africa 📞 - 📧-🌐 Portfolio: missntokozo.my.canva.site/portfolio 🎯 PROFESSIONAL SUMMARY Reliable and customer-focused support professional with 3+ years of experience in chat, phone, and emailbased service. Proven success in managing high volumes of support tickets, CRM documentation, and client communication across global time zones. Known for quick adaptability to tools, calm under pressure, and a proactive approach to problem-solving. Excels in fast-paced environments with a remote-first mindset. 🛠️ CORE SKILLS Customer Support (Chat/Email/Phone) CRM Platforms (Freshdesk, HubSpot, Salesforce, Pipedrive) Written & Verbal English Proficiency Microsoft Outlook & Google Workspace Time Tracking & Task Management (Clockify, Toggl) SOP Documentation & Reporting Multitasking & Ticket Resolution Front, Microsoft Loop, SharePoint Strong Remote Work Discipline High-Volume Call & Chat Handling 💼 PROFESSIONAL EXPERIENCE Executive Virtual Assistant | Appointment Setter 📍 Epic Range | Remote | 2024 – 2025 Managed high-volume inboxes with Front and ensured timely responses across multiple teams. Scheduled cross-time zone appointments and maintained real-time CRM records. Created and updated SOPs via SharePoint & Microsoft Loop. Supported client engagement and internal coordination across departments. Customer Care Agent 📍 UniNest Accommodation Recruitment | Remote | 2024 – 2025 Delivered professional support via chat, email, and phone. Logged detailed customer notes in CRM and escalated cases when necessary. Scheduled service appointments and supported digital communications. Chat Operator 📍 Cloudwork UK | Remote | 2024 – 2025 Handled simultaneous chat sessions efficiently. Identified customer needs and qualified leads for escalation. Administrator & Live Chat Support 📍 Student Heights | Remote | 2023 – 2025 Provided live chat and email support for student services. Maintained accurate internal records and digital filing. Sales Consultant 📍 Okeef and Swart Call Center | Johannesburg, SA | 2023 – 2024 Conducted outbound calls and managed CRM entries. Assisted in onboarding and follow-ups. 🎓 EDUCATION Matric (Grade 12) – Beverly Hills Secondary School | 2019 Admission to Bachelor’s Degree 📜 CERTIFICATIONS TEFL Certificate – Teachers Record Virtual Assistant, Digital Marketing & Data Entry – EduCourse CRM & Computer Literacy – Afrika Tikkun 💻 TECHNICAL PROFICIENCIES Email Tools: Outlook, Gmail, Front CRM: Freshdesk Suite, HubSpot, Salesforce, Pipedrive Productivity: SharePoint, Loop, Trello, Zoom Languages: English (Fluent), IsiZulu (Fluent), Sesotho (Fluent), IsiXhosa (Proficient)