Tsitsi Gwata

• Resolve customer queries promptly, ensuring high satisfaction levels daily.

• Manage customer accounts efficiently, enhancing retention and loyalty rates consistently.

• Analyse customer feedback to identify areas for service improvement effectively.

• Collaborate with cross-functional teams to streamline processes and improve service.

• Achieve or exceed key performance indicators (KPls), including response time, resolution rate, and customer satisfaction (CSAT).

• Resolved 85% of customer issues on first contact, reducing escalations.
• Handled 100+ customer inquiries daily across multiple channels (phone, email, chat).
• Maintained a 95% customer satisfaction score (CSAT) through effective problem-solving.
• Reduced average resolution time by 30% through improved troubleshooting processes.

• Assisted 150+ customers per day, ensuring quick and accurate responses.
• Achieved an over 90% customer satisfaction rating by delivering excellent service.
• Increased upsell conversions by 25%, promoting value-added services.
• Processed 500+ billing and service requests monthly with 99% accuracy.