Precious Zikhali
Experienced Customer Service Professional
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About
Experienced Customer Service Professional with over 6 years of experience in customer support, call centre operations, quality assurance, escalation management, and client relationship management. Skilled in handling customer enquiries, resolving complaints, maintaining service quality standards, and supporting business objectives. Strong communication, problem-solving, and customer engagement abilities with a proven track record of working in fast-paced environments.
Dedicated to delivering excellent customer experiences while achieving performance targets and quality standards.
Experience
Customer Service Advisor - WEBHELP / CONCENTRIX
(2021-10 - 2025-11)
- Assisted customers through inbound and outbound communication channels.
- Resolved customer enquiries efficiently while maintaining high service standards.
- Investigated and resolved customer complaints and escalations.
- Updated customer records accurately on internal systems.
- Maintained compliance with company policies and procedures.
- Consistently achieved service level and quality targets.
- Delivered professional customer support while ensuring customer satisfaction.
Quality Assurance Analyst - CONNECT BPS
(2021-04 - 2021-10)
- Monitored customer interactions to ensure compliance with quality standards.
- Evaluated call recordings and provided performance feedback.
- Identified training opportunities and areas for process improvement.
- Prepared quality reports and performance evaluations.
- Assisted management with quality improvement initiatives.
- Ensured adherence to company and client requirements.
Escalations Supervisor Agent - CAPABILITY BPO
(2019-03 - 2022-03)
- Managed complex customer complaints and escalated cases.
- Investigated customer issues and implemented effective solutions.
- Supported agents with difficult customer interactions.
- Monitored service delivery and compliance standards.
- Assisted in improving customer satisfaction and operational efficiency.
- Maintained accurate records of escalated cases.
Customer Service Agent - CCI CALL CENTRE
(2018-09 - 2019-01)
- Handled inbound customer enquiries and service requests.
- Provided accurate product and service information.
- Resolved customer issues within agreed service levels.
- Recorded customer interactions on company systems.
- Maintained a professional and customer-focused approach.
Cleaner - THE VALID TRANSACTION CLEANING SERVICE
(2018-02 - 2018-07)
- Performed cleaning and sanitation duties in assigned areas.
- Maintained high standards of cleanliness and hygiene.
- Followed health and safety procedures.
- Ensured cleaning equipment was properly maintained.
Volunteer - NGILONDE PROJECTS
(2014-01 - 2019-12)
- Assisted with community development projects and activities.
- Supported administrative and operational functions.
- Worked collaboratively with team members and stakeholders.
- Contributed to project goals and community initiatives.
Education
National Senior Certificate - Grade 12 - BONELA SECONDARY SCHOOL
