Priscilla Zuma

Results-driven Customer Service and Call Centre Professional with over 6 years of experience in customer support, account management, debt collection, team leadership, and verification services. Skilled in leading teams, handling inbound and outbound calls, resolving customer queries, managing escalations, and maintaining strong client relationships. Experienced in loan verification, performance management, debt recovery, and order management within fast-paced call centre environments.

Strong communication, leadership, negotiation, and problem-solving abilities with a proven commitment to customer satisfaction and operational excellence.

Team Leader - Redial BPO

(2025-10)

• Supervise and support call centre agents to ensure performance targets are achieved.
• Monitor team productivity, quality assurance, and customer service standards.
• Assist with escalated customer queries and provide effective resolutions.
• Conduct coaching, mentoring, and performance feedback sessions with team members.
• Prepare reports and track team performance metrics to improve operational efficiency.
• Support training and onboarding of new employees.

Verification & Senior Agent - Redial BPO

(2024-12 - 2025-09)

• Handled inbound customer calls relating to loan applications and customer enquiries.
• Conducted outbound calls to follow up with customers and improve customer retention.
• Resolved escalated customer issues efficiently while maintaining service standards.
• Verified loan applications, bank statements, and supporting documents for accuracy and compliance.
• Provided product information and support customers throughout the verification process.

Customer Service Agent - Merchants SA

(2020-11 - 2024-08)

• Assisted customers with account-related queries and service requests.
• Managed customer accounts, processed orders, and updated account information accurately.
• Handled escalations and resolved customer complaints professionally.
• Coordinated with internal departments to ensure efficient service delivery.
• Maintained accurate records and resolved order discrepancies.

Debt Collector - Shapiro Shaik Defries & Associates

(2017-12 - 2020-10)

• Negotiated repayment arrangements with debtors in line with NCA regulations.
• Managed overdue accounts and achieved collection targets consistently.
• Resolved disputes while maintaining professionalism and customer service standards.
• Worked effectively in high-volume call centre environments using manual and automated dialling systems.
• Maintained accurate account records and follow-up schedules.

National Senior Certificate - John Orr Technical High School (2012)