Dedicated customer service professional with proven skills in CRM management, quality assurance, and conflict resolution. Adept at handling complex queries and maintaining high service standards.
Skilled in managing customer interactions, resolving issues, and ensuring a positive customer experience.
Proficient in capturing, updating, and maintaining accurate customer data within CRM systems.
Experienced in conducting quality checks to ensure service standards and compliance.
Effective in written and verbal communication, including email correspondence and conflict resolution.
Concentrix – Office Depot Campaign
Acted as an escalation point for complex customer queries.. Maintained and updated accurate customer records in CRM systems.. Conducted quality assurance checks to ensure compliance and service excellence.. Provided administrative support including drafting emails and maintaining documentation.. Assisted with knowledge base updates and team training support.
Capability BPO – InstaCart Campaign
Managed inbound and outbound customer interactions.. Captured and updated customer data with high accuracy.. Resolved complaints while meeting KPIs and service level agreements.. Provided product and service support across multiple channels.
Bachelor of Arts
BA Honours in Criminology
Data Capturing Certificate
Office Administration Certificate
National Senior Certificate
My name is Apio Kumalo. I am currently 23 years old, residing in Pinetown, KZN. I hold a Bachelor of Arts degree from the University of Pretoria, as well as additional certifications in Office Admin and Data Capturing. I have almost three years' working experience in customer support. I started at Capability BPO as a customer support agent. My most recent role is at Concentrix as a Nisemee, where I acted as the first point of escalation.
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