“My work has a significant impact on so many people, and that alone makes me smile,” says Student Service Centre user support consultant Nokulunga Zulu, who chats about her work at UP and outside of it.

Student Service Centre user support consultant Nokulunga Zulu is described by her line manager, Jacob Maloka, as an “enthusiastic, positive worker who suggests improvements to work processes”. She outlines how she is living THE UPWAY.

Tell us about your role at UP.

I have been a user support consultant at UP since 2019. My daily responsibilities include responding to emails and phone calls, issuing academic records, and coordinating with departments and faculties to provide students and parents with the best possible professional support services. In short, every day in our office, we find ways to ensure that customers’ interactions with the University are worthwhile.

Where did you work prior to joining UP?

I worked in customer service for more than eight years. I have worked in a bank and at a few parastatals, where I provided face-to-face customer service and business administration support. When I began my career, I had hoped to be in a finance-related position, but I ended up enjoying customer relations. I have a PGDip in Entrepreneurship (UP), a BCom (Hons) in Business Management (Unisa), a BCom in Business Management (Unisa) and a National Diploma in Banking (UJ). I am pursuing a master’s degree in Strategic Communication Management (UP).

Which UPWAY pillar do you identify with most and why? 

I identify strongly with Impact THE UPWAY. I take pride in giving students the best service, but what we do beyond our jobs at UP also matters, especially in terms of societal impact. I value positivity and making a difference in the lives of others regardless of where I am. Last year, I initiated and led a sanitary towel drive and community outreach project with my team – we delivered pads to students at Asterhof residence. We then identified an orphanage to which we donated clothing and other items. This project is ongoing and we would appreciate any assistance. We occasionally receive emails from community leaders and our own students requesting assistance.

What do you enjoy most about your job?

Being part of the student’s journey, from the application stage, when we encourage them to apply, to the graduation stage, when we congratulate them on their accomplishment.

What do you enjoy least about your job?

My job requires me to occasionally deliver bad news to parents regarding student matters such as academic performance. It is not always pleasant, but we always find a way to provide parents with alternatives and guidance.

If you could change one thing about your job, what would it be?

I wouldn't want to change anything, but I am actively participating in processes that will improve our ability to better serve students in our department.

Where do you draw inspiration from?

I draw my inspiration from my mom – she has such a positive aura that no conversation with her ends without laughter – and from reading motivational books and listening to music.

How do you maintain your positive work attitude?

My work has a significant impact on so many people, and that alone makes me smile.

Where do you see yourself in the future?

I imagine that I would be furthering my career and expanding my expertise at UP.

Which words/quotes do you live by?

“Every day is a blessing, and one must always make the most of it.” This is my favourite proverb.