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.
