Customer Service, Administration and Virtual assistantCustomer Service, Administration and Virtual assistant
shalati
$1,000
per month
($6/hour)
Profile Description
Shalati Mabunda is a highly motivated customer care and administration professional with over 10 years of experience across HR benefits administration, medical aid support, property rentals, and call centre operations. Skilled in CRM platforms including SAP, Salesforce, Microsoft Dynamics, and Zendesk, she excels at managing high‑volume queries, resolving escalations, and delivering first‑call resolution with empathy and accuracy. Shalati has a proven ability to strengthen client relationships, ...
Top Skills
Skills & Expertise
Skill Levels Explained:
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Customer Success
Real Estate Operations
Virtual Assistance & Admin
Work Experience
Customer Service Consultant
Telus International
Oct 2023 - Apr 2026
Key Achievements:
Optimized UK depot operations (DHL), ensuring seamless service and 100% driver coverage. Resolved customer queries with 95% satisfaction, strengthening client relationships. Boosted team performance through training, exceeding KPIs and increasing productivity by 20%. Delivered actionable KPI insights, driving operational improvements. Oversaw B2B deliveries, ensuring timeliness and enhancing partnerships. Led customer onboarding, increasing new client acquisition by 15%.
Customer Service Administrator
Alexander Forbes
Sep 2013 - Jun 2022
Key Achievements:
Handling Customer Queries Responding to inbound calls, emails, and walk‑ins, ensuring accurate information and timely resolution. Problem Resolution Using active listening to understand customer needs, resolving complaints, and escalating complex issues when necessary. Maintaining Service Levels Meeting KPIs such as first‑call resolution, turnaround times (TAT), and compliance with service‑level agreements (SLAs). Client Relationship Management Building trust through empathy, professionalism, and consistent follow‑up, ensuring customer satisfaction and retention.