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@paulinemsekhaolelo
Customer-focused SaaS customer success professional skilled in CRM, deliverability, and team leadership.
South AfricaI am a customer-focused professional with over four years' experience in customer support, team leadership, and process optimization across remote and on-site roles. I have a proven record improving key metrics—raising first-contact resolution by 25%, cutting escalations by 30%, and boosting satisfaction scores by 20%—while implementing CRM workflow improvements and quality frameworks.
I am expanding my technical expertise in email deliverability (SPF, DKIM, DMARC), DNS configuration basics, and automation to support SaaS environments. I build training materials and knowledge bases, lead cross-functional collaboration, and create onboarding and troubleshooting documentation to reduce churn and streamline customer experiences.
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Work history, roles, and key accomplishments
WNS Global Services
Jul 2024 - Mar 2025 (8 months)
Managed 10+ customer service agents and improved first-contact resolution by 25% through targeted coaching; implemented a QA framework that reduced escalations by 30% and optimized CRM workflows to decrease average handle time by 15%.
Merchants SA
Jan 2024 - Jun 2024 (5 months)
Acted as escalation point for 15+ agents, developed training materials and knowledge base articles that reduced repeat inquiries by 35%, and influenced product decisions that raised satisfaction scores by 20%.
Merchants SA
Jun 2023 - Dec 2023 (6 months)
Resolved 50+ daily customer inquiries via chat and phone with a 95% satisfaction rating, specializing in billing and technical troubleshooting for US, UK, and Australian clients and documenting recurring issues to improve the knowledge base.
Car Service City
Mar 2022 - May 2023 (1 year 2 months)
Automated manual processes with Excel macros saving over 10 weekly administrative hours, managed client communications and resolved service complaints, improving retention by 15%.
Degrees, certifications, and relevant coursework
ULBachelor of Arts, Communication Studies
2020 -
Began Bachelor of Arts in Communication Studies at the University of Limpopo; program incomplete as of provided information.
Software and tools used professionally
South AfricaYou can contact Pauline M and 90k+ other talented remote workers on Himalayas.
Message Pauline M
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