Panwell Phakathi

Dedicated and results-driven Customer Service and Sales Agent with over 5 years of proven experience in high-volume, international call center environments. Expertise in managing both inbound sales and complex customer service for US and UK markets, specializing in telecommunications, insurance, and tax advisory services. A skilled communicator adept at building rapport, resolving issues, driving sales, and ensuring exceptional customer satisfaction.

Sales Agent at Ignition Group (2018-01 – 2020-05)

Sales Agent at Ignition Group for US Campaign

• Conducted successful inbound sales calls for cable and fiber optic services, effectively promoting products and closing sales.
• Mastered product knowledge to confidently recommend optimal service packages based on customer needs.
• Achieved and regularly surpassed monthly sales targets through persuasive communication and a customer-focused sales approach.
• Managed the full sales cycle from initial inquiry to finalized sale, ensuring a seamless customer onboarding experience.

Customer Service Representative at EXL Services (2020-06 – 2023-01)

Customer Service Representative at EXL for UK Insurance Campaign

• Delivered outstanding customer service for a major UK insurance provider, handling policy inquiries, claims processing, and account updates.
• Demonstrated strong problem-solving skills to investigate and resolve complex insurance-related issues, ensuring first-contact resolution where possible.
• Built and maintained positive customer relationships, effectively de-escalating tense situations.
• Consistently met and exceeded key performance indicators (KPIs) for quality, accuracy, and customer satisfaction.

Customer Service Operator / Tax Advisor at Optima Tax Relief (2023-04 – Present)

Customer Service Operator / Tax Advisor at Optima Customer Service for US Campaign

• Provided expert customer service and tax advisory support to US-based clients, clarifying complex tax-related inquiries and processes.
• Utilized detailed knowledge of US tax guidelines to ensure accurate information delivery and compliance.
• Managed sensitive customer data with confidentiality and precision, resolving account issues efficiently.
• Maintained high performance standards in a fast-paced, regulatory-focused environment.

Matric – Palmridge Secondary School (2005-01 – 2017-11)