Sbusiso Zondi

Sbusiso Zondi 44 Briardale Drive, Newlands West, Durban, 4037 | -- Dedicated and empathetic professional with over 2+ years of experience in customer service, technical support, and sales, complemented by recent supervisory experience. Skilled in resolving complex customer inquiries, managing high-volume interactions, and leveraging CRM and telephony systems to deliver exceptional service. Fluent in English and Zulu, with a proven ability to build rapport, drive satisfaction, and support team efficiency. Adept at Microsoft Office, Google Workspace, Salesforce, and other platforms, with a passion for helping clients and fostering positive experiences. ___________________________________________________________________________ EXPERIENCE Warehouse Supervisor August 2024 – March 2025 Puritech, Durban ● Supervised warehouse operations, ensuring accurate inventory and timely dispatch to support customer orders. ● Collaborated with customer service teams to resolve delivery issues. ● Trained staff on safety protocols and order processing, maintaining 100% compliance with operational standards. Customer Service Agent October 2020 - April 2023 CCI, Durban ● Assisted customers in restoring their pay television and internet services. ● Received commendations for patience and clarity in guiding non-technical customers. ● Conducted technical tests to identify and diagnose issues. ● Coordinated with engineers to resolve service interruptions. ● Scheduled and managed engineer appointments for on-site support. ● Maintained accurate records of technical issues and resolutions. ● Improved Net Promoter Score through efficient problem resolution and excellent customer service. Outbound Sales Agent May 2017 – December 2017 Blue Mercury Financial Services, Durban ● Made outbound calls to prospective clients. ● Actively conducted research on potential prospects. ● Set appointments and closed deals with clients. ● Managed customers through lead generation, pipeline management, organisation, effective communication and strong listening skills. ● Worked with monthly KPIs and targets. EDUCATION Diploma in Performing Arts 2014 - 2016 Creative Arts College, Durban Grade 12 2013 Holy Family College, Durban NQF Level 4 in Performing Arts 2011 ICESA, Durban SKILLS Microsoft Office, Phone Etiquette, Salesforce Orion, OpenPhone, Hubstaff, Resilience, Empathy, Oral communication, Written communication, Listening Skills, Issue Resolution, Team orientation, Professionalism, Ethical Conduct, Attention to detail, Supervising and Workflow Optimization LICENSES & CERTIFICATIONS Driver's License Code 8 2023