THABISILE SHARMAINE KHUMALO

Achieved an average customer satisfaction score of 95% by efficiently resolving inquiries across phone, email, and chat channels in a high-volume contact center.

Reduced customer issue resolution time by 20% through in-depth investigation and proactive follow-up, significantly enhancing overall customer satisfaction.

Consistently exceeded key performance indicators (KPIs) for call handling time and first contact resolution, contributing directly to team efficiency and service quality.

Successfully escalated and facilitated resolution for 15+ complex technical and service issues weekly, ensuring seamless customer experience and reducing repeat contacts.

Maintained comprehensive product and policy knowledge, enabling accurate information delivery and minimizing customer confusion, leading to more effective service interactions.

Ensured 100% accuracy in customer account updates and service interaction logging within Zendesk, maintaining robust data integrity and supporting reliable reporting.

Processed an average of 50+ FICA (Financial Intelligence Centre Act) documents daily, ensuring strict adherence to regulatory compliance standards and minimizing audit risks.

Maintained a 99% accuracy rate in verifying customer identification and financial documentation, significantly mitigating compliance risks and preventing fraudulent activities.

Streamlined document submission and verification processes, contributing to a 15% reduction in processing time for new customer onboarding.

Collaborated effectively with internal teams to resolve discrepancies in customer documentation, ensuring timely account activation and seamless service delivery.