Snehlumelo Vens
@snehlumelovens
Customer service professional delivering first-contact resolutions and top NPS results.
South AfricaWhat I'm looking for
I’m a dedicated Customer Service Professional with 1 year of hands-on experience across two high-volume BPO and utilities contact centre environments. I’m known for delivering first-contact resolution, managing escalated complaints with empathy, and exceeding KPIs including NPS, CSAT, and call quality metrics.
At Concentrix, I handled high volumes of inbound phone and live chat interactions while maintaining accurate CRM records and supporting end-to-end customer experiences. I also applied upselling and cross-selling during conversations, contributing directly to revenue growth targets.
At CCI, I supported UK electricity and gas customers with billing queries and service issues, working within Ofgem regulatory timeframes. I was awarded Top NPS Voice Agent of the Month for July and August 2023, and I now seek a fully remote customer service or chat support role where my communication and customer-first mindset can create immediate value.
Experience
Work history, roles, and key accomplishments
Handled high volumes of inbound phone and live chat interactions, delivering first-contact resolution and improving customer satisfaction. Maintained accurate CRM records, contributed to service quality improvements, and applied upselling and cross-selling during customer interactions.
Customer Service & Complaints Agent
Cci
Jun 2023 - Nov 2023 (5 months)
Provided UK energy account support for electricity and gas, resolving billing queries, service issues, and escalated complaints within Ofgem regulatory timeframes. Investigated billing discrepancies and service faults, coordinated with internal teams for resolutions, and ensured accurate follow-ups to close complaints.
Education
Degrees, certifications, and relevant coursework
Queensburgh Girls' High School
National Senior Certificate (NSC), Secondary Education
Grade: Grade 12
Completed the National Senior Certificate (NSC) qualification at Queensburgh Girls' High School (Grade 12) in 2020.
Availability
Location
South AfricaAuthorized to work in
Job categories
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