Sandiso Falithenjwa

Results-driven Customer Service and Collections professional with BPO experience supporting international clients across Australia and the USA. Proven track record resolving escalations, recovering outstanding accounts, and consistently exceeding KPIs across voice, chat, and email channels.

Customer Service Representative - Auto & General - Telesure Investment Holdings - Australia

(2024-11)

Handled high-volume customer queries across voice and digital channels for Australian clients. Managed policy updates, renewals, cancellations, and general enquiries with strong first-contact resolution. Resolved complaints and escalations, ensuring positive customer outcomes. Maintained accurate records and case tracking using CRM systems. Identified cross-sell opportunities to support retention and revenue growth. Consistently met KPIs including quality, AHT, and customer satisfaction.

• Deliver high-quality customer support for insurance clients in a fast-paced, high-volume BPO environment
• Resolve complex policy queries and escalations while maintaining strong customer satisfaction scores
• Navigate CRM systems to manage cases accurately and ensure first-contact resolution across multiple channels

Debt Collector - Soaren Management - Redial BPO - USA

(2023-08 - 2024-08)

Conducted high-volume outbound collections, recovering overdue accounts for Soaren Management clients. Negotiated realistic payment arrangements based on financial assessments, securing consistent commitments. Handled disputes, broken promises, and escalations, driving accounts toward resolution. Updated detailed account notes, payment tracking, and follow-ups on CRM after each interaction.

• Recovered outstanding debts through strategic payment negotiation, consistently meeting monthly collection targets
• Managed high-volume outbound and inbound call queues for US-based clients, maintaining compliance and professionalism
• Utilized CRM tools to track accounts, document interactions, and escalate complex cases appropriately

Customer Service Representative - SmileDirectClub - DashBPO

(2022-03 - 2023-07)

Managed high-volume customer interactions across voice, chat, and email, supporting clients throughout their treatment journey. Assisted customers with aligner orders, delivery tracking, account updates, and billing enquiries. Resolved product, fit, and treatment-related concerns, liaising with dental teams where necessary.

Handled complaints and escalations with a customer-first approach, improving overall experience and retention. Maintained accurate customer records and case notes using CRM systems. Educated customers on treatment processes, timelines, and aftercare to ensure compliance and satisfaction.

• Supported dental aligner customers via voice, chat, and email, resolving order, billing, and treatment queries
• Handled escalations and complaints with empathy, driving positive outcomes and high CSAT scores
• Maintained consistent KPI performance in a remote, fast-paced international BPO environment

Studio Work (N5) - Revolution Media Academy (2021 - 2021)

National Senior Certificate - Topez Secondary School (2020 - 2020)