Anthea Nyongwana

Johannesburg, South Africa

gigz.co.za/antheasithole

Summary

Detail-oriented and technically proficient Customer Support professional with over 6 years of experience managing digital workflows, system compliance, and high-volume data streams. Adept at using online support platforms, identifying system errors, and maintaining strict Service Level Agreements (SLAs). Skilled at managing professional email correspondence, resolving operational discrepancies, and following up proactively to ensure exceptional satisfaction. Brings a strong technical background in IT Network Management and a dedicated interest in leveraging customer care within fast-paced or recruitment-focused environments.

Experience

Compliance Certifier · Afstereo (Pty) Ltd · 2022
  • Certifying that monitoring reports meet the specific Service Level Agreement requirements of the client (99% accuracy in keyword detection).
  • Reviewing automated & manual media clips to ensure they are correctly tagged (correct sentiment, brand mention, or spokesperson) before they are sent to the client.
  • Verifying that the distribution of media clips, transcripts, or recordings to clients does not violate intellectual property laws or licensing agreements with broadcasters and publishers.
  • Ensuring that media data is only stored for the legally allowed duration and securely deleted afterward.
  • Ensuring that the collection and storage of personal information (such as data from social media monitoring) strictly follows the Protection of Personal Information Act.
  • Ensuring that captured advertisements meet the guidelines set by Advertising Regulatory Board (ARB).
Media Monitoring · Afstereo (Pty) Ltd · 2020 – 2022
  • Monitored competitor activity and generated comprehensive comparative reports on client Share of Voice (SoV) to track market presence.
  • Identified, isolated, and clipped pertinent broadcast and article segments, summarizing key media insights for client review.
  • Filtered out junk data and irrelevant mentions to ensure high-quality, accurate data streams for brand analysis.
  • Maintained and structured a digital archive system for seamless retrieval of historical media data.

Education

National Senior Certificate, NQF Level 4 · St Endas Secondary School · 2014
IT - in Network Management Diploma · Rosebank College · 2021

Skills

Customer Support & SLA Management

Managing incoming ticket-style requests, Meeting strict SLAs, High-quality service delivery

System & Workflow Monitoring

Tracking online platform operations, Identifying system discrepancies, Error summaries, Platform functionality

Client Communication & Email Follow-ups

Written communication, Professional correspondence, Query resolution, Process follow-up

Technical Proficiency & Online Portals

Specialized web portals, Digital archives, Technical data troubleshooting, IT training background

Process & Data Accuracy

Documentation processing, Records management, Data privacy compliance (POPIA)