Nourah Wax

Detail-oriented Customer Service Professional with experience in high-volume BPO environments and progressive responsibility from Representative to Supervisor. Skilled in remote communication, digital customer support, escalation management, and productivity reporting. Self-motivated and highly organized, with the ability to work independently in remote and hybrid environments while maintaining high service and quality standards.

Customer Service Supervisor at Redial BPO (2024-07 – Present)

Supervisory role overseeing customer service operations and team performance

• Prepare and analyses daily, weekly, and monthly productivity reports for management and clients
• Monitor remote and on-site team performance against KPIs and SLAs
• Handle escalated customer complaints through phone and digital channels
• Ensure accurate documentation of customer interactions in CRM systems
• Support process improvements to enhance efficiency and customer satisfaction

Customer Service Team Lead at Redial BPO (2023-09 – 2024-07)

Team lead position providing coaching and support to customer service agents

• Assisted customers with complex enquiries via phone and digital platforms
• Provided remote support and coaching to agents during high-volume periods
• Monitored service levels and ensured adherence to response time targets
• Maintained detailed records of customer cases and resolutions

Customer Service Representative at Redial BPO (2023-06 – 2023-09)

Entry-level customer service role handling high-volume customer interactions

• Managed high-volume inbound and outbound customer interactions
• Resolved queries efficiently while maintaining professionalism and empathy
• Escalated fraud and identity verification cases in line with company procedures
• Consistently met call handling, quality, and productivity targets

Certificate in HIV/AIDS Care & Counselling – University of South Africa

Matric in Grade 12 – Gibson Pillay Learning Academy