Nelisiwe Lucia

Remote Customer Support Specialist with 4+ years experience handling SA, US, and UK campaigns in virtual contact center environments. Expert in billing resolution, debt negotiation, and CRM management with a track record of meeting performance targets while working independently. Fluent in English and Zulu. Proficient in MS Office Suite, live chat platforms, and data entry. Known for active listening, conflict resolution, and thriving in self managed remote settings.

Hostess - McDonald's Witbank - Witbank

(2025-01 - 2026-04)

• Welcomed and seated 100+ guests per shift, ensuring prompt table turnover and cleanliness
• Assisted with order taking and menu recommendations, contributing to upselling initiatives
• De-escalated customer complaints on-site to maintain positive dining experience
• Coordinated and hosted children's birthday parties, managing bookings, setup, and entertainment

Customer Service Representative - Nutun Cx – Severn Trent Water UK

(2022-08 - 2024-02)

• Provided remote customer support for UK water utility via phone, email, and live chat platforms
• Resolved billing disputes and tariff explanations, reducing escalations by 20%
• Processed payments and updated customer accounts with 98% data accuracy
• Consistently met daily KPIs while managing sensitive financial information in a virtual team

Debt Collector - Upstream Group – Easton Berry Attorneys

(2019-09 - 2022-04)

• Contacted debtors via phone, SMS, and email to negotiate settlements and payment plans
• Investigated and verified outstanding debts, maintaining detailed CRM records
• Achieved monthly collection targets and served legal notices in compliance with regulations
• Liaised with creditors and legal teams to resolve complex account disputes remotely

N5 - Human Resource Management - Tshwane College (2017 - 2018)