Anathi Makubalo

A dynamic and proficient Customer Experience Specialist with a proven track record in delivering exceptional multi-channel support within fast-paced banking and consulting environments. Excels at resolving complex customer inquiries through chat, email, and phone with a focus on first-contact resolution and building lasting client trust. Technically adept at navigating multiple systems and deeply committed to leveraging customer feedback to drive service improvements.

Seeking a remote or on-site role to apply robust problem-solving skills and enhance customer satisfaction.

Customer Service Representative - Capitec Bank

(2025-04)

• Provide expert multi-channel customer support, managing inbound/outbound calls and live chats for a leading financial institution.
• Meticulously document all customer interactions and transactions in the system, ensuring accuracy and compliance with strict banking policies.
• Process sensitive account modifications, including changes of address and service discontinuance orders, with precision and care.
• Utilize advanced search tools across multiple banking platforms to efficiently troubleshoot and resolve customer issues.
• Analyse personal performance metrics, including call volume and handle time, to identify areas for improvement and maintain high productivity standards.

Remote Customer Service Consultant - Teleperformance

(2024-04 - 2025-03)

• Delivered comprehensive customer support primarily through digital channels, including live chat and email, ensuring timely and effective resolutions.
• Conducted proactive outbound calls to follow up on customer issues, ensuring satisfaction and providing additional support.
• Actively analysed aggregated customer feedback to identify recurring trends and contributed insights for process and service improvements.
• Assisted clients with a range of banking-related inquiries, demonstrating a strong understanding of financial products and services.
• Committed to continuous professional development by participating in workshops and seminars to enhance service delivery skills.

Customer Service & Sales Representative - Concentrix – Webhelp

(2023-09 - 2024-03)

• Addressed customer inquiries via inbound calls and chats, providing accurate information on products and services.
• Collaborated effectively with other departments to facilitate the prompt resolution of complex customer concerns.
• Trained and onboarded new Customer Service Representatives on company policies, procedures, and best practices.
• Utilized active listening skills to offer personalized product recommendations based on individual customer needs and history.
• Maintained an up-to-date knowledge base of all current promotions, discounts, and special offers to drive sales and enhance service.

Business and Information Admin - Cape Peninsula University of Technology

National Senior Certificate - Somerset High School (2020)