Zikhona Dlakadla

I am a customer service professional with hands-on experience delivering support across phone, email, and chat for EXL Service.

I consistently achieved 95%+ customer satisfaction scores, improved first-call resolution rates, and contributed to process improvements that reduced average resolution time by 20%.

I have led and supported initiatives including onboarding and mentoring new hires, a successful upselling and retention pilot that increased cross-sells by 15%, and customer experience improvement projects.

I bring strong communication, empathy, problem-solving, and collaboration skills, and I seek to contribute to a team that values continuous learning and measurable customer outcomes.