Nokuzola Dlamini

The Customer Support Candidate that builds lasting client relationships.

Flagship1 (USA, NY – Remote) - UpWork Freelance Customer Support/Sales May 2022 - Oct 2022
 Selling Electronic Control Modules (ECMs) through email, telephone, and live chats.
 Keeping up-to-date with all the Customer Relationship Management (CRM) tools used, including
ZOHO CRM, EverSign, Authorize, SalesIQ, and LiveChat.
 Providing status updates, pricing information, and handling customer inquiries.
 Escalating refund requests, chargeback issues, and PayPal cases.
 Implementing any agreed-upon price increases with customers.
 Collaborating with USPS or USP for package tracking and providing invoices for international shipping.
 Generating vendor and customer shipping labels (inbound and outbound).
 Initiating the ECM returns process by creating Return Material Authorizations (RMAs) and following up
with customers in a timely manner, including educating customers about the RMA process for either a
refund or replacement.
 Maintaining an updated spreadsheet and work reports.
 Performing any additional tasks assigned by the team leader during the shift.
AdFicient (USA, FL - Remote) - UpWork Freelance Customer Support April 2022 - May 2022
 Responding to inbound calls, emails, and SMS messages from customers through the ZenDesk
ticketing system.
 Keeping customers informed about the status of their applications.
 Helping the employer to create response templates to save time.
 Educating customers about our services and handling all complaints.
 Conducting telephonic walk-through sessions for clients who request assistance.
 Escalating potential chargebacks and refund requests.

CallForce (Office-based & Remote) Jun 2020 – Aug 2020, Nov 2020 – May 2021
 Inbound call assistance to employers and Employees with regards to the Unemployment Insurance
Funds and TERS
 Escalating Queries to the necessary department
 Capturing and updating caller details onto the system
 Assist clients to use the self-service channels provided the government
 Adhere to scheduled day to day operational times, collaboration, training and coaching sessions
 Handling 75 to 100 calls per day
 Updating client details and completing necessary escalation forms and spreadsheets
Citi N.A. – Trade Operations Officer (Guarantees) Nov 2014 - May 2019
 Issuance of guarantees for corporate clients, both locally and international (reissuance).
 Ensure that all guarantee processing and administration is actioned efficiently to ensure that customer
services standards are met.
 Maintain close relationships with the Legal Counsel, Product Team, Relationship Managers, Exchange
Control and Compliance to ensure smooth flow of transaction processing and meeting / striving to
exceed SLA.
 Review and construct guarantee wordings to ensure they comply with both the bank’s procedures and
processing requirements
 Provide support to the processing team to ensure that transactions received from clients are
processed in a timely manner and in accordance with policy
 Resolve guarantee related queries from internal and external clients
 Ensure all projects around new Trade initiatives are done timely and correctly
 Prioritize workloads based on volumes and provide high level quality client experience
 Responding promptly and with a helpful attitude to customer inquiries, or requests related
to Guarantees
 Proactively solicit customer feedback informally through periodic survey calls on client satisfaction and
needs
 Assessing claims presented at the bank’s counters and advising the necessary departments internally.
 Identifying opportunities and makes recommendations for guarantees process improvement
 Ensure that manual invoices are issued to client and tracking Nostro for receipt of funds
 Liaise with foreign / local banks regarding outstanding charges and issuance of protective
SBLC/Guarantees.
 Ensure customer billing is done and that there is sufficient follow-up booked into the CENC account.
 Advise Relationship managers, Trade Products and Citi Service on certain customer behaviour with a
view to exploring and exploiting additional sales opportunities
 Act as a liaison between technology and Trims support to ensure that system problems are tracked
and resolved
 Ensure that all escalated issues are resolved timeously.

National Certificate in Banking NQF L5 2013
Core Banking and Financial Services Learnership 2013
National Diploma in Banking, University of Johannesburg 2009
Subjects passed: Banking, Accounting for Bankers, Law for Bankers, Business Communication, Business
Management, Economics, Human Relations, End-user Computing
Senior Certificate, Mthwalume High School, KZN 2006
Subjects passed: isiZulu, English, Afrikaans, Business Economics, Economics, Accounting, Mathematics