Imma Tom
@immatom
I resolve utility, insurance, and financial-service customer enquiries across chat, email, and phone.
South AfricaWhat I'm looking for
I've supported customers at WNS Centrica British Gas, Teleperformance First Central Insurance, WebHelpSA/Concentrix Wealthsimple, and Sigma Connected ScottishPower. I explain bills and policies, resolve complaints, and help customers find appropriate billing solutions.
I'm comfortable managing high volumes of enquiries through phone, live chat, and email while balancing customer needs with company policies. I use CRM and support systems including SAP, Salesforce, Zendesk, Five9, JIRA, and OKTA.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
ScottishPower Sigma Connected
Sep 2025 - Present (1 year 1 month)
Handled and resolved customer complaints related to gas and electricity services, assessing ability to pay and providing billing solutions. Demonstrated empathy and active listening while balancing customer needs with company policies.
Customer Service Representative
WebHelp SA / Concentrix
Oct 2023 - Apr 2025 (1 year 6 months)
Provided customer support via live chat and email, using probing and analytical questioning to identify client needs. Worked efficiently under pressure handling high volumes of inquiries.
Customer Service Representative
Teleperformance First Central Insurance
Aug 2023 - Oct 2023 (2 months)
Reviewed and upgraded customer car insurance policies to higher levels of cover, providing enhanced protection and benefits. Utilized systems for account management and case tracking.
Customer Service Agent
WNS Centrica British Gas
Nov 2021 - Oct 2022 (11 months)
Provided and explained customer gas and bills at a utility company. Developed patience, listening skills, and the ability to de-escalate situations.
Education
Degrees, certifications, and relevant coursework
Sea Point High School
Matric, General
2015 - 2020
Completed matric at Sea Point High School from 2015 to 2020.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Job categories
Skills
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