Karabo Masibi

Highly skilled, detail-oriented, customer-focused and results-driven professional with over five years of experience in customer service, call center operations, sales, and administration. Possessing a strong educational foundation with certifications in Ancillary Health Care, Economic Childhood Development, and a National Senior Certificate (Grade 12/Matric), I bring a balanced combination of practical experience and formal knowledge. Adept at delivering exceptional customer experiences, managing high-volume interactions, resolving complaints, and promoting products effectively, while maintaining accuracy in billing, account management, and CRM systems.

Skilled in communication, teamwork, strategic problem-solving, and time management, I am committed to contributing to organisational growth by leveraging my expertise, adaptability, and multilingual abilities to engage diverse clientele and achieve operational excellence.

Call Center Agent at Merchant Vodacom (2019-01 – 2024-12)

• Responded to inbound customer calls with professionalism and courtesy, providing accurate information and timely assistance.
• Assisted customers with billing queries, technical issues, and service-related concerns, ensuring first-call resolution wherever possible.
• Promoted and upsold Vodacom products and services by analyzing customer needs and recommending personalized solutions.
• Handled customer complaints effectively by demonstrating empathy, patience, and conflict-resolution skills to retain loyalty.
• Processed account updates, service activations, contract renewals, and cancellations accurately while adhering to compliance standards.
• Consistently met and exceeded performance targets, including sales quotas, call handling time, and customer satisfaction benchmarks.
• Delivered clear and detailed explanations of Vodacom products, promotions, and packages to enhance customer understanding and trust.
• Recorded and updated all customer interactions, transactions, and feedback in the CRM system to ensure accurate service history.
• Collaborated with supervisors and cross-functional teams to resolve escalated issues and improve service processes.
• Contributed to customer retention by maintaining a high level of professionalism, active listening, and problem-solving during every interaction.

Certificate in Ancillary Health Care – Setlakalane Molepo (2015-12)

Certificate in Economic Childhood Development – Setlakalane Molepo (2015-12)

National Senior Certificate in Grade 12 (Matric) – Setlakalane Molepo Adult Centre (2014-12)