Iris Sibanda

Results-driven Customer Support Specialist with over 4 years of experience providing exceptional client service across customer support, sales, administrative, finance, and technical sectors. Adept at handling customer inquiries via email, chat, and phone, resolving issues efficiently while ensuring a seamless customer experience. Strong background in CRM systems (Zendesk, HubSpot, Trello), issue triage, and escalation management, ensuring first-contact resolution and compliance with SLAs.

Proven ability to navigate customer objections, troubleshoot technical issues, and provide tailored solutions that drive customer satisfaction and retention. Experience working independently in fast-paced, remote environments, prioritizing urgent issues, and escalating complex cases when necessary. Passionate about delivering human-centered, precise, and professional support, while continuously improving processes for efficiency and customer success.

Looking to leverage my expertise to contribute to a dynamic, customer-focused organization where I can enhance support strategies, optimize customer interactions, and drive business growth through exceptional service.

• Flawless English proficiency, both spoken and written, ensuring high-quality customer interactions., Strong ability to build trust over the phone, providing friendly and professional service. Reliable, goal-driven, and committed to maintaining a 5-star customer experience.
• Remote Readiness: Dedicated home office with high-speed internet and personal computer.
• Languages: English (Native)

At Merchants Cell C, I handled over 80+ inbound customer inquiries daily, ensuring a 98% customer satisfaction rating by providing clear, professional, and solution-driven support. By proactively troubleshooting issues and reducing unnecessary escalations, I contributed to a more efficient first-contact resolution rate, improving the overall customer experience.

• Introduction to AI for Information Consumption