Ubernisia Barends
Cape Town
Summary
Dedicated Customer Service professional with expertise in case management, escalation handling, and multi-channel support. Skilled in resolving complex issues while meeting service level agreements and enhancing team performance. Focused on streamlining workflows and improving processes to elevate customer service experiences.
Overview
10
10
years of professional experience
Work History
Financial Advisor
Sanlam
Cape Town
09.2025 - 01.2026
- Provided personalized financial advice to help clients work toward their long-term financial goals.
- Conducted financial needs analyses and developed tailored financial plans aligned with each client’s goals.
- Advised clients on retirement planning, investments, savings and risk cover options.
- Cultivated strong client relationships through consistent follow-ups and comprehensive financial plan reviews.
- Ensured compliance with financial regulations and company policies in all client interactions.
- Provided exceptional client service while embodying the Sanlam brand values.
Senior Customer Services Associate
CDW
Cape Town
06.2023 - 08.2025
- Managed and supervised team, ensuring efficient case handling and adherence to customer service standards.
- Acted as the main point of contact for escalations, resolving complex and high-priority client issues.
- Conducted one-on-one coaching with team members to review cases, address errors, and improve performance.
- Reviewed team performance data to identify trends and support workflow improvements.
- Collaborated with cross-functional teams to develop and implement process improvements for enhanced workflow efficiency.
- Provided customer support to an international client base across Australia, Hong Kong, Ireland, the Middle East, the Netherlands, Singapore and the UK.
Forensic Analyst
THE FOSCHINI GROUP
Cape Town
10.2022 - 05.2023
- Monitored customer transactions to identify and prevent potential fraudulent activity.
- Investigated flagged transactions and verified customer identities to support secure block removals.
- Engaged directly with customers to confirm suspicious transactions and prevent unauthorized activity.
- Resolved transaction queries within strict service level agreements to maintain efficient service.
- Compiled case reports and findings for management review.
- Maintained strict confidentiality and protection of customer information during all investigations.
Customer Service Advisor
THE FOSCHINI GROUP
Cape Town
07.2021 - 09.2022
- Delivered multi-channel customer support (voice, email, and chat) while ensuring a positive customer experience.
- Resolved customer enquiries, complaints and account issues within agreed service level agreements.
- Verified customer information and facilitated secure account updates and block removals.
- Maintained accurate records of customer interactions and case resolutions to support effective case management.
- Ensured strict confidentiality and protection of customer information in all customer interactions.
Administrator
LW PAINTING CONTRACTORS
Cape Town
01.2017 - 02.2021
- Coordinated daily administrative operations for painting projects and site teams, ensuring efficient support and seamless workflow.
- Prepared and processed invoices, quotations, purchase orders and job cards for accurate project and financial tracking.
- Scheduled appointments, site visits and project timelines, ensuring smooth project delivery.
- Managed client enquiries, bookings, and follow-ups to enhance client satisfaction and foster strong relationships.
Customer Service Advisor
WEBHELP SA
Cape Town
09.2016 - 01.2017
- Provided customer support via live chat, resolving enquiries and issues efficiently.
- Maintained issue and resolution records to enable accurate tracking and continuous improvement.
- Performed administrative tasks to keep daily operations running smoothly.
- Coordinated with teams to resolve customer issues and facilitate project support.
- Monitored campaigns and initiatives to provide consistent and informed service.
Senior Customer Service Advisor
CAPITA SA
Cape Town
10.2015 - 09.2016
- Managed customer queries efficiently, achieving high levels of satisfaction through effective problem resolution.
- Resolved queries quickly and effectively, consistently meeting operational and quality standards to enhance customer experience.
- Handled customer objections and escalations with professionalism to achieve positive outcomes.
- Delivered polite, professional, and friendly service, fostering strong customer relationships and loyalty.
- Maintained adherence to service and quality procedures across all interactions.
Education
Business Management N6 Certificate
College of Cape Town
Cape TownHigh School Diploma -
Belgravia High School
Cape TownSkills
- Customer focus
- Client relationship management
- Process improvement
- Problem solving
- Critical thinking
- Escalation management
Languages
English
Native
Native
Timeline
Financial Advisor
Sanlam
09.2025 - 01.2026
Senior Customer Services Associate
CDW
06.2023 - 08.2025
Forensic Analyst
THE FOSCHINI GROUP
10.2022 - 05.2023
Customer Service Advisor
THE FOSCHINI GROUP
07.2021 - 09.2022
Administrator
LW PAINTING CONTRACTORS
01.2017 - 02.2021
Customer Service Advisor
WEBHELP SA
09.2016 - 01.2017
Senior Customer Service Advisor
CAPITA SA
10.2015 - 09.2016
Business Management N6 Certificate
College of Cape Town
High School Diploma -
Belgravia High School