sergio jacobs

Handles 90 to 100 inbound and outbound UK client conversations daily by phone and email, resolving queries with a friendly, professional approach. Books engineer visits and maintains a 100% show rate, manages complaints and service recovery, and logs all interactions in the CRM.

Handled 80+ daily UK customer interactions, resolving booking and service issues accurately in a fast-paced environment. Coordinated bookings and schedule changes, converted at-risk customers into retained business through service recovery, and consistently met performance targets.

Supported clients through live chat and phone calls using Zendesk, resolving queries in real time. Managed 80 to 100 daily client interactions across live chat, phone, email and digital channels, and guided new clients through onboarding and account activation.

Resolved 70 to 90 daily UK delivery and account enquiries, achieving a 95% first-contact resolution rate. Escalated complex issues appropriately and stayed calm and professional under pressure.

Produced detailed reports and maintained accurate documentation to regulatory standards.

Grade: Bachelor's Pass

Completed National Senior Certificate with a Bachelor's Pass in 2016.

Completed certification in Salesforce CRM Administration.