Phinda Dlams
@phindadlams
Customer Success Specialist driving high-SLA support, faster responses, and sales conversions with CRM and AI automation.
South AfricaWhat I'm looking for
I’ve built customer journeys in fast-paced environments through roles like Outworx, Propr, EC3, and Huntswood—where I maintained 95%+ SLA adherence, kept CSAT at 90%+, and improved first-contact resolution. At Huntswood, I coached a team to 97% SLA compliance and lifted performance metrics by 30%.
More recently, I’ve delivered premium, personalised client experiences at Propr, hitting 98% booking accuracy and cutting response time by 20% through process improvements. I also use tools like ChatGPT and Claude alongside Zendesk, Salesforce, and Google Workspace to keep support efficient and consistent.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Outworx
Jan 2025 - Present (1 year 7 months)
Maintained 95%+ SLA adherence and achieved 90%+ CSAT in a high-volume support environment. Resolved 85% of customer queries on first contact using CRM and AI tools.
Concierge
Propr
Jan 2024 - Jan 2025 (1 year)
Delivered premium personalised experiences to clients, managing bookings with 98% accuracy. Reduced response time by 20% through process improvements.
Sales Representative
EC3
Jan 2023 - Dec 2023 (11 months)
Exceeded sales targets by 110% consistently and increased conversion rates by 25% through consultative selling. Built trust-driven relationships leading to repeat business.
Customer Service Supervisor
Huntswood
Jan 2021 - Dec 2023 (2 years 11 months)
Led a team to achieve 97% SLA compliance and improved performance metrics by 30% through coaching and process optimisation. Increased CSAT scores above 90% consistently.
Education
Degrees, certifications, and relevant coursework
International Hotel School
Diploma, Hospitality Management
Completed a Hospitality Management Diploma (NQF 6) from the International Hotel School.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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