Lasterina Dos Santos

Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction. Maximised customer satisfaction by resolving service issues promptly. Resolved customer queries over phone and by email.

Bpo customer service adviser - Concentrix- PNB PARIBAS (UK) - Cape Town

(2026-04)

• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Maximised customer satisfaction by resolving service issues promptly.
• Resolved customer queries over phone and by email.
• Dealt with inbound and outbound calls, managing matters including complaints, queries and orders.
• Maintained up-to-date knowledge of product offerings, promotions, and policies.

Bpo customer service agent - Mci-Byc (USA) - Cape Town

(2025-07 - 2026-03)

• Resolved customer queries over phone and by email.
• Addressed customer service enquires quickly and accurately.
• Assisted customers with product-related questions, feedback and complaints.
• Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.

Sales Team Leader - The Foschini Group PTY

(2022-10 - 2024-09)

• Sales Team Leader
• Publications department/ Media
• First aider
• My TFGCONNECT
• Conducted regular performance reviews, providing constructive feedback and personal development plans.
• Organised weekly team meetings to review achievements, set goals, and discuss sales strategies.
• Motivated sales staff to continuously improve strategies through competitions and personalised coaching plans.

Sales Agent - The Foschini Group PTY

(2021-08 - 2022-12)

• Sales Agent
• My TFGCONNECT
• Built exceptional customer satisfaction by delivering friendly service.
• Achieved company targets by implementing successful sales strategies.
• Consistently achieved or surpassed sales targets.

Telemarketing Agent Insurance sales agent (2IC) - The Foschini Group PTY

(2019-01 - 2020-12)

• Telemarketing Agent Insurance sales agent (2IC)
• Funeral Insurance Department

Early Stage Debt collections agent - Tenacity

(2016-11 - 2018-03)

• Early Stage Debt collections agent
• Collected on aging and past due accounts, coordinating sustainable payment arrangements to encourage remittance.
• Monitored overdue accounts, initiating contact with debtors through phone calls and written correspondence.
• Achieved debt collection targets in line with agreed deadlines.
• Confirmed payment arrangements and finalised customer payment dates and contact information.

Higher National Certificate - Educare - N4, Educare - N5, Educare - N6 - Belhar High School, Cape Town (2016)

Passed Grade 12 - Belhar High School, Cape Town (2009)