Sisanda Koester

I am a self driven individual, dedicated and knowledgeable about customer service, Quality Assurance professional with extensive experience customer escalations, billing, refunds, complaint resolution, and FCA regulatory compliance. Driven in providing great knowledge, best practices within a work space. I take pride in delivering high-quality work and consistently strive for excellence in everything I do.

I am experienced in using CRM systems, Salesforce, Genesys, and other call centre platforms to manage customer interactions efficiently. I have a proven ability to improve team performance through quality monitoring, coaching, and process improvement initiatives that enhance customer satisfaction and operational efficiency. With excellent communication, problem-solving, and interpersonal skills, I build strong relationships with customers and colleagues while handling complex situations with professionalism and empathy.

I thrive in fast-paced environments and am committed to delivering exceptional customer experiences, reducing escalations, and supporting business objectives through continuous improvement and high-quality service.

Quality Assurance (QA) Customer Service Representative at Innovation Group (2012-09 – 2014-07)

• Maintain and evaluate products and services to ensure they meet quality standards and customer expectations.
• Ensure business standards, policies, and processes are followed at all times.
• Proactively monitor performance to ensure client requirements are met.
• Coach and support agents to improve their skills and maintain high performance.
• Monitor performance and ensure all agents meet the required quality and performance targets
• Provide feedback for area of developments for agents and best action to improve efficiency

Customer Sales Assistant at Webhelp (2014-10 – 2017-05)

• Provided helpful, attentive sales support to generate positive customer feedback.
• Greeted customers warmly, advising on current promotions and providing guidance with product selections.
• Handled customer complaints with empathy and professionalism, offering solutions that resulted in increased customer satisfaction.
• Processed transactions efficiently using POS systems, minimizing wait times during peak hours.
• Built rapport with customers to encourage repeat business and foster long-term relationships.

Customer Service Executive at Capita (2018-11 – 2021-06)

• Enabled customers to find answers by providing extensive details on system navigation.
• Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
• Kept client and company files safely stored on CRM system to comply with confidentiality laws and regulations.
• Managed all complex complaints, issues and problems to maintain customer satisfaction.
• Trained new staff on customer service protocols and systems, fostering a team-oriented environment.
• Collected customer data, processing in line with GDPR guidelines.
• Remained calm under pressure to handle customer complaints and solve problems.
• Attended to incoming enquiries within target timeframes.

Customer Service Representative at Merchants (2021-08 – 2023-07)

• Built rapport with customers through courteous and professional communications.
• Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
• Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
• Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
• Processed and issued product orders and service upgrades for customers.
• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
• Conducted in-depth product training sessions for new staff, fostering a knowledgeable and customer-focused team environment.

WNS Complaints Escalation Specialist at WNS (2022-10 – 2025-11)

• Receive complaints logged to energy ombudsman or citizen advice
• Handle ofgem complaints process
• Log customer complaints
• Check social media complaints
• Check deadline of complaints
• Manage and resolve escalated complaints related to energy services, ensuring timely and satisfactory resolution.
• Analyze complaint trends and provide detailed reports to management, recommending improvements to reduce future escalations.
• Serve as the point of contact for compliance with regulatory bodies like OFGEM and ensure all complaint processes adhere to federal guidelines.
• Coach and train customer service representatives on effective complaint handling and escalation protocols to improve customer satisfaction.

Subject Matter Expert at Teleperformance (2026-01 – Present)

Serve as a Subject Matter Expert (SME) providing in-depth knowledge and expertise in quality assurance processes and customer service standards within the Cape Town operational environment.

• Collaborate with cross-functional teams to analyze performance data, identify gaps, and recommend targeted solutions that optimize customer satisfaction and operational efficiency.
• Act as a key consultant during process improvement initiatives, leveraging subject matter expertise to drive enhancements in client service delivery and product quality.
• Worked with Genesys within the campaign's customer-support environment.
• Delivered customer-service training and coaching to support consistent service quality.
• Monitored customer-service KPIs, quality and productivity.
• Produced operational reports and customer-support performance insights for Weekly
• Provided expert guidance on quality assurance methodologies to enhance service delivery and compliance within the customer support team.
• Utilized data analytics tools to track and interpret customer service metrics, enabling data-driven decision making.

NVQ Level 1 Standard 10 – Immaculata High (2004-01 – 2008-01)

Business Administration NQF Level 4 in Business Administration – KLM Business College (2010-01 – 2012-03)