Ubernisia Barends

I'm a results-driven customer service professional with 9+ years of experience supporting clients across the globe from Australia, Hong Kong, Ireland, Netherlands, Singapore, United Kingdom and the Middle East. I have proven the ability to lead a team of up to 5 agents, manage escalations and improve service delivery while meeting SLA and KPI targets daily. I have a strong background in coaching, performance improvement and process optimization with hands-on experience using CRM systems and Microsoft Office tools.

Financial Advisor at Sanlam (2025-09 – 2026-01)

• Delivered tailored financial solutions aligned with client goals and strengthened long-term relationships.
• Conducted detailed financial needs analysis and developed personalized financial plans.
• Advised clients on investments, retirement planning and risk cover options.
• Maintained compliance with financial regulations and company policies.

Senior Customer Services Associate at CDW (2023-06 – 2025-08)

• Led daily team operations and ensured SLA adherence and consistent service delivery.
• Acted as escalation point for complex and high-priority customer issues and resolved cases efficiently and professionally.
• Coached team members through one-on-one sessions and improved performance, communication and case quality.
• Analyzed performance data to identify trends and drive process improvements.
• Collaborated with cross-functional teams to improve workflow efficiency and customer experience.
• Managed workload distribution and supported team performance for a 5-agent service team in a high-volume environment.
• Supported an international client base across Australia, Hong Kong, Ireland, the Netherlands, Singapore, the United Kingdom and the Middle East.

Forensic Analyst at The Foschini Group (2022-10 – 2023-05)

• Identified and prevented fraudulent activity through proactive transaction monitoring.
• Investigated high-risk cases and verified customer information within SLA targets.
• Engaged customers to resolve suspicious activity and prevent financial loss.
• Compiled detailed reports to support internal investigations.
• Maintained strict confidentiality when handling sensitive customer data.

Customer Service Advisor at The Foschini Group (2021-07 – 2022-09)

• Delivered multi-channel support across voice, email and chat while meeting SLA targets.
• Resolved customer queries and complaints with a strong focus on first-time resolution.
• Managed secure account updates and verification processes.
• Maintained accurate case records to support effective case management.

Administrator at LW Painting Contractors (2017-01 – 2021-02)

• Managed daily administrative operations across multiple projects and teams.
• Prepared invoices, quotations, purchase orders and job documentation.
• Coordinated schedules, site visits and project timelines.
• Maintained client communication and improved satisfaction and repeat business.

Customer Service Representative at Webhelp SA (2016-09 – 2017-01)

• Resolved customer queries via live chat in a high-volume environment.
• Maintained accurate records of interactions and resolutions.
• Supported internal teams to ensure efficient issue resolution.

Senior Customer Service Advisor at Capita SA (2015-10 – 2016-09)

• Managed high volumes of customer interactions while maintaining service quality.
• Handled escalations using a calm, structured and solution-focused approach.
• Consistently met performance and quality targets.

N6 Certificate in Business Management – College of Cape Town (2019)

Grade 12 – Belgravia High School (2012)