Work Preference
Summary
Overview
Work History
Education
Skills
LANGUAGES
CORE COMPETENCIES
ADDITIONAL INFORMATION
Timeline
BusinessAnalyst
Open To Work

Labalela Phakathi

Customer service advice
Poole,Dorset

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Control Centre Office AdvisorInbound Customer Service AdvisorWarehouse OperativeInsurance AdvisorCustomer Support Advisor

Work Type

Full Time

Location Preference

HybridRemoteOn-Site
Location: Poole, Dorset
Open to relocation: Yes

Salary Range

13/hr - 1000/hr

Important To Me

Career advancementWork-life balanceCompany CultureWork from home optionTeam Building / Company Retreats

Summary

Results-driven customer service and administration professional with over seven years of experience delivering outstanding support across contact centres, office administration, healthcare, insurance and remote working environments. Experienced in managing high-volume customer enquiries, coordinating appointments, maintaining confidential records and resolving issues efficiently while providing exceptional customer service. Proficient in Microsoft Office, Google Workspace and CRM systems, with excellent communication, organisational and problem-solving skills. Recognised for reliability, professionalism, adaptability and the ability to thrive in fast-paced environments. Committed to delivering excellent customer experiences and adding value to every organisation. Available for an immediate start.

Overview

2
2
Languages
8
8
years of professional experience

Work History

Control Centre Office Advisor

Keytek Locksmiths
01.2025 - 11.2025
  • Managed high volumes of inbound emergency calls from customers requiring urgent assistance.
  • Scheduled engineers and coordinated appointments across multiple locations.
  • Maintained accurate customer records using internal systems.
  • Processed secure customer payments and updated job information.
  • Liaised with customers and engineers to ensure smooth service delivery.
  • Worked efficiently under pressure while meeting response time targets.
  • Key Achievements
  • Managed a high volume of inbound emergency customer calls while consistently delivering professional, calm and efficient customer service.
  • Successfully coordinated engineer appointments across multiple locations, helping to ensure timely responses to emergency call-outs.
  • Maintained a high level of accuracy when processing customer payments, updating job records and managing confidential customer information.

Inbound Customer Service Advisor

Intelling
05.2023 - 12.2023
  • Responded to customer enquiries via telephone and email.
  • Investigated and resolved customer issues efficiently.
  • Recorded accurate customer information on internal systems.
  • Handled complaints professionally while maintaining service standards.
  • Built positive relationships through excellent communication.
  • Key Achievements
  • Delivered professional telephone and email support, resolving customer enquiries efficiently while maintaining excellent service standards.
  • Built positive customer relationships by handling complaints professionally and providing effective first-contact resolutions whenever possible.
  • Maintained accurate customer records and consistently followed company procedures when updating internal systems.

Warehouse Operative

LUSH Cosmetics
09.2022 - 10.2022
  • Picked, packed and prepared customer orders accurately.
  • Replenished stock and maintained warehouse organisation.
  • Loaded and unloaded deliveries safely.
  • Worked to daily productivity and quality targets.
  • Followed company health and safety procedures.
  • Key Achievements
  • Consistently achieved daily picking, packing and productivity targets while maintaining a high standard of accuracy.
  • Supported efficient warehouse operations by preparing customer orders accurately and meeting dispatch deadlines.
  • Maintained excellent health and safety standards while working effectively as part of a fast-paced warehouse team.

Insurance Advisor

WNS Global Services
03.2021 - 03.2022
  • Assisted customers with insurance enquiries, policy amendments and renewals.
  • Processed confidential customer information accurately.
  • Explained products and services clearly.
  • Maintained compliance with company procedures.
  • Delivered high-quality customer service over the telephone.
  • Key Achievements
  • Assisted customers with policy enquiries, amendments and renewals while delivering professional and compliant customer service.
  • Maintained a high level of accuracy when processing confidential customer information and updating insurance records.
  • Built strong customer relationships by explaining insurance products clearly and resolving enquiries efficiently.

Customer Support Advisor

NHS Test and Trace
04.2020 - 02.2021
  • Supported members of the public by telephone.
  • Recorded confidential information accurately.
  • Updated case records in line with GDPR requirements.
  • Produced accurate reports and maintained data quality.
  • Provided empathetic support during sensitive situations.
  • Key Achievements
  • Provided empathetic telephone support to members of the public during a high-pressure national public health programme.
  • Maintained accurate and confidential case records while ensuring compliance with GDPR and organisational procedures.
  • Consistently handled sensitive customer interactions with professionalism, compassion and attention to detail.

Customer Service Assistant

Specsavers
10.2019 - 03.2020
  • Welcomed and assisted customers in-store.
  • Managed appointments and customer enquiries.
  • Supported colleagues to maintain efficient daily operations.
  • Maintained excellent presentation standards.
  • Key Achievements
  • Delivered a welcoming and professional customer experience by assisting customers with appointments and general enquiries.
  • Supported the smooth day-to-day operation of the store by working effectively with colleagues during busy periods.
  • Built strong customer relationships through excellent communication, professionalism and outstanding service.

Live-in Care Assistant / Care Support Worker

Private Employer
12.2017 - 08.2019
  • Provided person-centred live-in care and daily support.
  • Assisted with personal care, mobility and medication.
  • Prepared meals and maintained a safe home environment.
  • Monitored wellbeing and reported concerns appropriately.
  • Maintained accurate care records.
  • Promoted dignity, independence and safeguarding.
  • Key Achievements
  • Delivered compassionate, person-centred care that promoted clients' dignity, independence and overall wellbeing.
  • Maintained accurate care records while supporting medication, personal care and daily living activities in line with care plans.
  • Built trusted relationships with clients and their families through reliable, professional and high-quality care.

Education

Levels - A

Yeovil College
Yeovil, Somerset

English and Mathematics GCSEs

Wadham School
Crewkerne, Somerset

Skills

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Google Workspace

CRM Systems

Data Entry

Email Management

LANGUAGES

English: Fluent
Zulu: Native

CORE COMPETENCIES

  • Customer Service & Customer Experience
  • Contact Centre Operations
  • Telephone & Email Support
  • Adaptability & Fast Learning
  • Attention to Detail
  • Data Entry & Record Management
  • Customer Relationship Management
  • Appointment Scheduling & Coordination
  • Microsoft Office (Word, Excel, Outlook)
  • Google Workspace
  • Communication & Interpersonal Skills
  • Time Management & Organisation
  • Problem Resolution
  • Team Collaboration

ADDITIONAL INFORMATION

  • Full right to work in the United Kingdom
  • Available for an immediate start
  • Flexible to work full-time, part-time, weekends, evenings and shift patterns

Timeline

Control Centre Office Advisor

Keytek Locksmiths
01.2025 - 11.2025

Inbound Customer Service Advisor

Intelling
05.2023 - 12.2023

Warehouse Operative

LUSH Cosmetics
09.2022 - 10.2022

Insurance Advisor

WNS Global Services
03.2021 - 03.2022

Customer Support Advisor

NHS Test and Trace
04.2020 - 02.2021

Customer Service Assistant

Specsavers
10.2019 - 03.2020

Live-in Care Assistant / Care Support Worker

Private Employer
12.2017 - 08.2019

English and Mathematics GCSEs

Wadham School

Levels - A

Yeovil College

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