Alicia K.

Alicia M. is a Call Centre Customer Service Agent with 9 months of dedicated experience at Metro Mobile in Durban, South Africa. In the fast-paced telecommunications industry, she has efficiently managed high volumes of inbound and outbound calls, demonstrating her ability to meet daily call targets and KPI targets. Alicia resolved customer complaints concerning mobile products and service disruptions, maintaining precise records with proficiency in Sara Plus and Opius CRM systems. Her efforts in identifying opportunities to retain dissatisfied customers have significantly reduced escalations and improved customer satisfaction. By contributing to a positive team atmosphere, she frequently shared her knowledge and supported peers during peak call periods. Alicia holds a National Senior Certificate from Dr A.D. Lazarus Secondary School and showcases expertise in handling customer interactions, providing first-class experiences, and maintaining attention to detail in service delivery.