Amanda M.
Mid-Level Customer Service Advisor
Open to offersNew to PlatformAbout
Amanda M. is a detail-oriented and customer-focused professional based in Cape Town, South Africa, with extensive experience in Quality Assurance and Customer Service within dynamic call center environments. In her current role as a Customer Service Advisor at Boomerang, Amanda acts as the voice of Hunza G, handling escalations with empathy and efficiency, and ensuring high customer satisfaction by working closely with logistics, warehouse, and marketing teams. Previously, as a Quality Assurance Analyst at Concentrix, she monitored and evaluated customer interactions to ensure compliance with quality standards and supported continuous improvement initiatives through detailed call audits and feedback. Her career has been marked by strong performance in customer handling, complaint resolution, and KPI achievement in various roles at Capita, EXL Service, and other companies. Amanda is adept in using CRM systems and exhibits a commitment to delivering excellent customer experiences and compliance adherence, supported by her analytical and problem-solving skills.
Experience
Customer Service Advisor - Omni Channel
Boomerang · 2026 — PresentScheduled based on demand, represented Hunza G by maintaining brand professionalism across customer interactions. Managed escalated issues with empathy and efficiency, collaborating with logistics, warehouse, and marketing teams for effective communication. Utilized POS systems and order tracking tools for quick and accurate issue resolution while supporting online orders, returns, exchanges, and product inquiries.Quality Assurance Analyst
Concentrix · 2025 — 2026Evaluated customer interactions to ensure adherence to company and client quality standards. Carried out thorough call audits and offered structured feedback to agents. Identified performance issues and recommended corrective actions while preparing quality reports and monitoring team KPIs to support improvement initiatives.Customer Service / Quality Assurance
EXL Service · 2022 — 2025Managed both inbound and outbound customer calls, addressing inquiries related to policy, billing, and services. Conducted QA evaluations and provided coaching feedback, ensuring compliance with regulatory standards and maintaining accurate documentation and reporting.Customer Service Representative
Capita · 2021 — 2022Handled customer inquiries and resolved complaints efficiently. Updated CRM systems with accurate customer data while achieving performance and satisfaction targets, escalating complex issues as needed.Sales Consultant
Legal & Tax · 2021 — 2021Engaged in selling legal and financial products to both new and existing clients. Explained product benefits while effectively addressing objections and meeting sales targets.Sales Consultant
O’Keeffe & Swartz · 2018 — 2021Conducted outbound sales calls to close deals while maintaining client relationships and providing after-sales service, consistently achieving KPI and revenue goals.Sales Consultant
Clientele · 2015 — 2018Promoted and sold insurance products, providing detailed product information and compliance disclosures, while ensuring accurate sales records.Sales Consultant
Icon AF · 2013 — 2015Generated leads and converted prospects into clients, delivering excellent customer service throughout the sales process.All Rounder
Pick n Pay · 2012 — 2013Assisted customers with their purchases and inquiries, handled cashier duties, and maintained store presentation while supporting stock control and merchandising.
Skills & Expertise
Education
- National Senior CertificateHarry Gwala Senior Secondary School · — — 2008
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