Fezile Khathi

Customer-focused Service Professional offering 4+ years of success in delivering efficient, high-caliber support across technical, retail, and sales call center operations, accompanied by international hospitality service. Combining hands-on expertise in CRM platforms (Zendesk, Sage, Oracle), with strong multitasking, problem-solving, communication, and collaboration skills to drive team success and customer satisfaction. Passionate about merging technical innovation with strategic business insights to deliver forward-thinking solutions.

Customer Service Assistant at CCI SA (PTY) (2020-03 – 2021-02)

Campaign - Studio Retail (UK)

• Provided exceptional service to 50+ customers daily, resolving inquiries, managing complaints, and ensuring a positive shopping experience.
• Processed transactions efficiently using point-of-sale (POS) systems, ensuring accuracy and compliance with company policies.
• Collaborated with the inventory team to monitor stock levels and inform customers about product availability.
• Utilized CRM software to track customer interactions and follow up on pending issues, improving resolution times by 20%.

Senior Advisor at CapabilityBPO (2021-02 – 2021-11)

Campaign - Instacart (US)

• Resolved delivery delays, billing disputes, and account issues, ensuring a fair first-contact resolution rate.
• Implemented feedback loops to reduce average handling time by 15% while maintaining a 95% customer satisfaction score.
• Led incident response for high-priority escalations, including lost orders and safety concerns, and coordinated with local logistics teams for rapid resolution.

Wine Sales Representative at SYNERGY (2022-03 – 2022-07)

Campaign - Laithwaites

• Managed inbound and outbound sales calls for a premium wine portfolio, driving revenue through consultative selling and upselling techniques.
• Consistently exceeded monthly sales targets by 15-20%, specializing in wine club memberships, corporate gifting, and seasonal promotions.
• Educated customers on vintage profiles, food pairings, and regional specialties, enhancing sales conversions and customer loyalty.
• Processed orders and managed customer accounts via CRM systems such as Salesforce and VineSpring, ensuring seamless transactions.
• Resolved customer inquiries regarding shipments, returns, and wine storage, maintaining a 95% satisfaction rating.

Senior Advisor at WNS (2023-02 – 2023-11)

Campaign - British Gas

• Handled inbound and outbound customer calls, providing expert support for billing inquiries, service requests, and emergency gas-related issues.
• Resolved complaints efficiently, ensuring compliance with company policies and meeting regulatory standards.
• Educated customers about gas safety, payment plans, and energy-saving tips to improve satisfaction and retention.
• Processed account updates, payment arrangements, and service orders using CRM systems such as Salesforce and SAP.
• Collaborated with British Gas field technicians to coordinate urgent repairs, prioritizing customer safety and service reliability.
• Achieved high performance metrics in a fast-paced environment.
• Awarded Top Solver Nesting (14/04/2023) and Top Voice Solver (21/07/2023) for consistently exceeding KPIs.

Customer Service Representative at Webhelp (2023-10 – 2023-12)

Campaign - Morrisons

• Handled customer inquiries via phone, email, and chat regarding orders, returns, and product information.
• Assisted 50+ customers daily with order tracking, refund processing, and account updates.
• Achieved 90% customer satisfaction through effective problem resolution.
• Maintained accurate records using CRM systems such as Zendesk and Salesforce.
• Upsold additional products and services, increasing average order value by 10%.

Bar Waiter at MSC Cruises (2023-02 – 2023-08)

MSC Seascape

• Provided exceptional 5-star dining service to 100+ guests nightly in a high-volume cruise ship bar.
• Expertly explained menu items, wine pairings, and daily specials to international guests.
• Maintained thorough knowledge of dietary restrictions, including gluten-free, vegan, allergies, and special meal protocols.
• Applied strong wine and beverage knowledge, multilingual communication, POS systems, and upselling skills.

Bar Waiter at MSC Cruises (2023-12 – 2024-07)

MSC Musica

• Provided exceptional 5-star dining service to 100+ guests nightly in a high-volume cruise ship bar.
• Expertly explained menu items, wine pairings, and daily specials to international guests.
• Maintained thorough knowledge of dietary restrictions, including gluten-free, vegan, allergies, and special meal protocols.
• Applied strong wine and beverage knowledge, multilingual communication, POS systems, and upselling skills.

Senior Call Centre Agent at Outworx (2025-10 – Present)

Campaign - The Home Depot (US)

• Serve as the first point of contact for U.S.-based customers, handling 50+ inbound calls daily regarding home improvement products, order status, delivery tracking, and returns.
• Troubleshoot customer issues such as missing parts, damaged goods, and billing discrepancies, ensuring first-contact resolution and a 90%+ satisfaction rating.
• Navigate multiple systems, including Salesforce and Oracle, to access product inventory, order history, and warranty information and provide accurate real-time solutions.
• Assist customers with DIY project guidance, tool specifications, and installation advice, leveraging product knowledge to enhance the shopping experience.
• Process refunds, exchanges, and price adjustments in compliance with company policies while maintaining detailed case notes for seamless follow-ups.
• Collaborate with store teams and logistics partners to resolve delivery delays, pickup errors, and out-of-stock concerns, prioritizing customer retention.
• Consistently meet daily KPIs for average handle time, quality assurance, and customer effort score, contributing to team performance goals.

Grade 12/Matric Bachelor's Pass in Secondary Education – New Forest High School (2014-01 – 2018-12)