Josophine Lakalaka

I’m a Customer Service Representative with 5 years of experience delivering accurate, timely, and compassionate support across phone, email, live chat, and social media. I handle high volumes of inbound and outbound interactions independently, consistently meeting service level agreements and quality standards. My focus is turning customer needs into clear solutions—often on first contact.

In my most recent role, I manage 150 to 200 interactions daily while identifying needs quickly, researching thoroughly, and providing practical, reasonable resolutions. I de-escalate dissatisfied customers with empathy and calm communication, and I escalate only when a situation truly requires additional attention. I also maintain 100% CRM documentation accuracy, ensuring clean records for reliable reporting and continuous service improvement.

Before that, I strengthened my service and accuracy foundation through banking and call center work—processing high-volume transactions with zero discrepancies and handling 100 to 150 daily calls covering billing inquiries and technical support questions. I’m confident collaborating with operations and technical teams to improve the customer experience, while following information security and confidentiality guidelines. I bring strong listening, problem-solving, and time-management habits, supported by tools like Salesforce, Zendesk, Freshdesk, Intercom, and Zoho.