Bulelwa D.

Bulelwa D., based in Cape Town, South Africa, is a seasoned Administrative and Customer Service Professional with over five years of experience. Her expertise spans across call centre operations, training, and office administration tailored to the UK and USA markets. At WNS, she played a pivotal role as a Trainer and Facilitator, where she adeptly coached over 20 agents per batch, specialized in UK and USA customer service training, and served as a subject matter expert for Farmers Insurance processes. During her tenure, she significantly enhanced KPI performance, including CSAT and QA. Before WNS, Bulelwa excelled as a Customer Service Consultant at Webhelp, handling 60 to 80 calls daily and maintaining quality scores above 90%. Her administrative prowess was also demonstrated at Concordia High School, where she efficiently managed communications and financial operations. Bulelwa complements her professional experience with strong technical skills in Microsoft Office, CRM, and other reporting tools.