Erica Shekupakela
Customer Service Administrator
Salary / Daily rate
Windhoek, Namibia
Freelance, open to permanent contract
Skills
Languages
About me
Intro
Customer Service Administrator with 9+ years of expertise in call center operations and client relationship management. Proven track record of maintaining industry-leading service ratings and managing high-volume customer interactions across financial and telecommunications sectors. Specialized in customer satisfaction, quality assurance, and CRM systems.
Work experience
Client Service Administrator
Old Mutual Namibia
Apr 2024 - Present
2 years 7 months
Outbound Call Centre agent
MultiChoice Group
May 2022 - May 2024
2 years 1 month
Windhoek, Namibia
Conduct customer satisfaction surveys Manage customer problems Quality assurance Customer Education
PLP Group
Nov 2015 - Aug 2020
4 years 10 months
Windhoek, Namibia
Call Center Agent
Nov 2015 - Aug 2020
4 years 10 months
Windhoek, Namibia
Contributed to company achieving and holding industry-leading customer service ratings. Educated customers on company systems, form completion, and access to services. Maintained accurate and current customer account data with manual forms processing and digital information updates. Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Adhered to company policies and scripts to consistently achieve call-time and quality standards. Verified accurate responses to questions and inquiries by maintaining advanced product knowledge. Analysed and escalated complaints, issues and grievances to designated departments for investigation and response. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Call Center Agent
Nov 2015 - Aug 2020
4 years 10 months
Windhoek, Namibia
Contributed to company achieving and holding industry-leading customer service ratings. Educated customers on company systems, form completion, and access to services. Maintained accurate and current customer account data with manual forms processing and digital information updates. Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Adhered to company policies and scripts to consistently achieve call-time and quality standards. Verified accurate responses to questions and inquiries by maintaining advanced product knowledge. Analysed and escalated complaints, issues and grievances to designated departments for investigation and response. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Debtors Clerk & Tracer
Blake & Associates
Apr 2012 - Oct 2015
3 years 7 months
Windhoek, Namibia
Handled account payments and provided information regarding outstanding balances. Executed billing tasks and recorded information in company databases. Managed invoicing and payment processing operations. Accepted payments for Woolworths ITC listed accounts and discussed remaining balances with customers to take accounts to zero. Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
Education
International University of Management
Business
2010 - 2014
4 years 5 months
Cosmos High School
High School Diploma
2004 - 2009
6 years