Karabo Sibi

Friendly, professional, and highly organized customer service professional with 2+ years of experience supporting clients in fast-paced, high-volume environments. Experienced in handling inbound calls, live chats and email correspondence, resolving escalated customer issues, maintaining accurate records, and providing a positive client experience under pressure. Strong background in customer service, administration support, documentation, data capturing, and cross-functional coordination.

Proficient in Microsoft Office, CRM systems, and handling sensitive information with discretion.

Customer Service Associate – Escalations (Tier 2) at Quantanite (2024-02 – Present)

• Handle a high volume of customer interactions across phone, chat, and email, managing approximately 50–80 customer contacts per day while maintaining quality and productivity standards.
• Support customers with escalated issues relating to deliveries, orders, refunds, account concerns, and service complaints in a fast-paced service environment.
• Accurately document customer interactions, case details, and resolutions in internal systems to ensure proper record keeping and follow-up.
• Investigate complex customer issues, identify solutions, and escalate urgent matters to the relevant teams when necessary.
• Provide professional, empathetic, and solution-focused support to a diverse international customer base while maintaining a positive customer experience.

Authorisation Agent at MSA Outsourcing Solutions (2024-07 – Present)

• Verify patient information and medical coverage details while maintaining accuracy and confidentiality.
• Manage prior-authorisation follow-ups, track determinations, and support appeals for denied authorisations.
• Maintain clear and accurate records of case progress and communicate updates professionally.

Teacher's Assistant at Princess High School (2021-06 – 2022-12)

• Captured learner information, updated records, and assisted with general administrative tasks.
• Supported lesson planning and maintained organised documentation of learner progress and classroom activities.
• Communicated professionally with staff and learners while assisting with day-to-day school support functions.

Supervisor at Creativity Store (2018-04 – 2020-10)

• Delivered friendly and professional customer service while supporting daily store operations.
• Assisted customers with product queries, resolved concerns, and maintained a welcoming environment.
• Monitored operations and reports to support efficiency, stock awareness, and profitability.

Grade 12 in Matric – Hoërskool President High School (2014)