Summary
Overview
Work History
Education
Skills
Certification
Languages
Websites
Languages
COURSES
LINKS
Timeline
Generic

Tumi Sylvia Mashabela

Verena,South Africa

Summary

Dynamic Customer Service Specialist with a proven track record in strategic planning, project management, and fostering stakeholder relationships. Adept at problem-solving, negotiation, and executing operational improvements that drive efficiency and deliver measurable business outcomes. Eager to contribute my skills and experience to a new team, committed to achieving shared success and enhancing overall service quality. Knowledgeable Specialist with a solid foundation in retirement planning and financial advisory services. Successfully guided numerous clients through the complexities of retirement, ensuring their financial stability and peace of mind. Demonstrated expertise in retirement income strategies and regulatory compliance. Professional technical support professional with a strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues. Friendly and energetic Paraprofessional with expertise in assistant teaching in public classroom environment. Motivated to help students learn and be happy, healthy and well-behaved. Calm and effective at mediating student conflicts.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Educational Assistant - Care and Support

Department Of Basic Education
Verena, Mpumalanga
06.2025 - 11.2025
  • Create Excel tracking sheets and statistics for my monthly reports and submit a feedback report.
  • Identified and engaged local stakeholders (healthcare, social development, police, etc.) for support services, awareness campaigns, and learner interventions.
  • Worked closely with the School-Based Support Team (SBST) to manage and refer learners requiring psychosocial support (PSS).
  • Conducted follow-up sessions with referred learners to monitor progress and outcomes.
  • Identified at-risk learners, including those experiencing academic, behavioural, or socio-economic challenges.
  • Tracked and supported learners at risk of dropping out of school.
  • Compiled and submitted detailed learner case reports and intervention records.
  • Maintained strict confidentiality when dealing with sensitive learner information.
  • Collected and submitted statistical and narrative reports on PSS support cases.
  • Promoted a school-wide culture of care, inclusivity, and psychosocial wellbeing.

Investment & Retirement Specialist

Momentum
Centurion
03.2020 - 08.2024
  • Engage with clients and intermediaries in a professional and client centric manner in order to evaluate and resolve their query.
  • Provide clients and intermediaries with the relevant information and documentation as required in line with policy guidelines and within Service Level Agreements to provide incredible client service.
  • Adhere to compliance requirements in the service process in line with legislative requirements and serve our clients and intermediaries fairly and in line with our Values.
  • Identify and report process and system failures, suggest enhancements to improve client experience.
  • Provide authoritative expertise to clients and stakeholders to creating a positive and lasting client experience.
  • Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators, or other stakeholders.
  • Based on performance, was working remotely.
  • Delivered accurate information to clients, ensuring top-tier service.
  • Maintained compliance and upheld company values in all interactions.

Team Leader

Webhelp
Parktown
01.2017 - 02.2020
  • Incident Management:
  • Managing and prioritizing incoming tickets to the Service Desk, via different channels, and ensuring timely and effective resolution of end-user issues.
  • Take overall responsibility for incident management and request fulfillment.
  • Notify the IT Service Delivery Manager on any issue that could significantly impact the business.
  • Ability to handle more complex tickets and collaborate with the relevant IT Support teams.
  • Reporting
  • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
  • Track and analyze trends in incidents to anticipate potential problems and implement proactive measures to reduce recurring issues.
  • Managing readiness of IT equipment for on-boarding new staff as well as returning IT equipment when staff are off-boarding. Including new intake and vacation student movements.
  • Participating and managing Projects.
  • Team Management
  • Lead and manage the team by providing guidance, coaching, and mentoring to ensure a high-performance team.
  • Manage KPI and undertake performance reviews as required to improve the quality of work, and knowledge.
  • Ensure the team takes ownership of user issues and is proactive when dealing with user issues. Ensure all calls are logged in the ServiceNow.
  • Manage leave, stand-by, and shift rosters.
  • Review Service Now tickets to ensure 1st level resolutions are met within the agreed SLA.
  • Promote a positive team culture through collaboration, knowledge sharing, and professional development.
  • Conduct regular team meetings and training sessions.
  • Review customer satisfaction surveys and take appropriate action.
  • Work closely with the Assets to fulfill hardware requirements.

Customer Service Advisor

Webhelp
Parktown
09.2015 - 12.2016
  • Ensured exceptional customer satisfaction for UK clients by delivering high-quality service, fostering customer retention, and attracting new business.
  • Effectively handled escalations at the first point of contact, demonstrating strong problem-solving skills.
  • Investigated and resolved customer inquiries and complaints with empathy and efficiency.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Contributed to team meetings with valuable input, fostering a collaborative work environment.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Maintained high-quality service standards, ensuring positive customer feedback.

Technical Support Specialist

Aegis
Sunninghill
01.2015 - 08.2015
  • Efficiently work through tickets and escalations via Jira and Slack.
  • Strong technical skills to diagnose, troubleshoot, and resolve complex issues.
  • Provide clear, concise, and actionable updates to internal teams about technical problems.
  • Work closely with product, engineering and other global teams to resolve escalations.
  • Specialize in different business areas like Payroll and become a subject matter expert.
  • Help refine processes to enhance operational efficiency and reduce repetitive escalations.
  • Create and maintain knowledge base articles to empower frontline teams.
  • Achieve and exceed multiple performance-related targets.
  • Participate in ongoing product training and process improvement initiatives.
  • Achieved KPI, NPS and periodic performance, moving to the Pinnacle Team in less than six months.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.

Education

Bachelor of Business Administration - Finance

CIDA City Campus

System Support NQF5 -

MICTSETA

Technical Support NQF4 -

MICTSETA

Skills

  • Communication
  • Customer Service Expertise
  • Strategic Planning
  • Project Management
  • Persuasion and negotiation
  • Change Management
  • Language Proficiency
  • Adaptability
  • Stakeholder engagement
  • Excel reporting
  • Case management
  • Customer service
  • Data analysis
  • Psychosocial support

Certification

Driving License Category code C1

Languages

English

Languages

English
Native/ Bilingual

COURSES

  • EF SET | Jan 2025 - Jan 2025 Customer Service Specialist
  • Virtual Assistant | May 2024 - May 2024

LINKS

  • LinkedIn: linkedin.com/in/tumi-mashabela-7757b7146
  • EF SET: https://cert.efset.org/B74LCT
  • Certificate: https://drive.google.com/file/d/1HSkXRTcbjgwW47h1WZUV-

Timeline

Educational Assistant - Care and Support

Department Of Basic Education
06.2025 - 11.2025

Investment & Retirement Specialist

Momentum
03.2020 - 08.2024

Team Leader

Webhelp
01.2017 - 02.2020

Customer Service Advisor

Webhelp
09.2015 - 12.2016

Technical Support Specialist

Aegis
01.2015 - 08.2015

Bachelor of Business Administration - Finance

CIDA City Campus

System Support NQF5 -

MICTSETA

Technical Support NQF4 -

MICTSETA

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