Customer Service Care

PERSONAL PROFILE

A well-presented, polite, tactful and friendly individual who is able to combine a polite manner with razor – sharp efficiency. Mirna is able to do more than just answering questions, she also has a proven track record of building relationships by providing information on additional products and services and helping customers find the right ones to meet their needs. Possessing an excellent telephone manner and the ability to communicate with all levels of customers. She is well able to contribute to the growth of any business .now looking for a suitable position with a reputable and exciting employer.

CONTACT DETAILS

NAME: MIRNA

SURNAME: BIKUMA NZUNDU

DATE OF BIRTH: 14 FEBRUARY 1990

NATIONALITY: CONGOLESE

CELL PHONE: +277-****-****

PHYSICAL ADRESS: 02, WARBY HEIGHTS,30 PRESIDENT street,Krugersdorp Gauteng

Email address: **************@*****.***

CAREER HISTORY

MONGALA MEDICAL CENTER ( dem,rep, of congo ):2012-2013

Position: NURSE

DUTIES: ASSISTING IN THE SURGERY SERVICE, POEDIATRICS AND REANIMATION CARE

FOOD LOVER’S MARKET HILLFOX : march 2013- May 2013 ( contract)

Position: CUSTOMER SERVICES

Duties: -RECEIVING CALLS AND CUSTOMERS QUERIES

-PROVIDE INFORMATION ABOUT PRODUCTS AND SERVICES

* TSHWANE COLLEGE: February 2016 – April 2016 (contract)

Position : MARKETING AGENTS

Duties:

- EXPLAINING OUR SERVICES, PRODUCTS AND FORMATION FACE TO FACE AND OVER THE PHONE

-HELP STUDENTS TO FILL THE FORMS IN THE CORRECT WAY

-ADVERTISING OUR PRODUCTS AND TRAININGS

CHRISTIAN ASSEMBLY ASSOCIATION OF JOHANNESBURG: February 2016 – April 2016

Position: TRAINER

Duties :

- TRAINING IN CALL CENTER

-TEACHING ENLISH, FRENCH AND COMPUTER LITTERACY

-SUPPORTING AND CREATING PROJECTS FOR THE ASSOCIATION

* CLIENTELE LIFE ASSURANCE: august 2016 – October 2016 ( contract)

Position : MARKETING AGENT

Duties :

-EXPLAINING AND ADVERTISING CLIENTELE POLICIES

-SUBMITTING NEW CUSTOMERS

PAPAMAN INDUSTRIES ( MRS GARLIC) July 2014 – January 2016

Position: DATA CAPTURER

TELESALES AGENT

CALL CENTER IN CUSTOMER CARE

Work duties

-TAKING OWNERSHIP FOR QUERIES FROM FIRST CONTACT TO RESOLUTION

- INTERACTING DIRECTLY WITH POTENTIAL, NEW AND EXISTING CLIENTS

- DEVELOPMENT, MAINTENANCE AND RETENTION OF CUSTOMER RELATIONSHIPS

-INFORMING CUSTOMERS OF ALL THE LATEST PRODUCTS

-ACCURATELY UPDATING ADMINISTRATIVE RECORDS

-PROMOTING PRODUCTS AND SERVICES

-RESOLVING FACE TO FACE, TELEPHONE AND EMAIL QUERIES QUICKLY AND TO COMPLETION

-IMPLEMENTING AGREED PROMOTIONAL ACTIVITIES

-MONITORING UNTIL COMPLETION, OUTSTANDING ORDERS AND ENQUIRIES

-PROCESSING CUSTOMER REGISTRATIONS

-DOCUMENT ALL CUSTOMER SUPPORT CALLS USING THE COMPANY CRM ENSURING THAT PROPER FOLLOW UP IS DONE FOR ALL TICKETS THAT ARE NOT COMPLETED ON THE FIRST CALL

KEY SKILLS AND COMPETENCIES

CUSTOMER SERVICE SKILLS

ABLE TO DEMONSTRATE A HIGH STANDARD OF CUSTOMER SERVICE

COMPETENT USER OF MS – OFFICE ( MS WORD, EXCEL,OUTLOOK, POWER POINT)

ABILITY TO ACT ON OWN INITIATIVE AND BE PRO - ACTIVE

CAPABLE OF INFLUENCING THE OPINIONS OF CUSTOMERS

CAPABLE OF FOLLOWING PROCEDURES AND SYSTEMATIC PROCESSES

HAVING A METHODICAL AND ACCURATE APPROACH TO WORK ACTIVITIES

FINDING SOLUTIONS TO ISSUES AND PROBLEMS

POSITIVE ATTITUDE, ENERGETIC APPROACH AND SEL - MOTIVATED

ABLE TO HANDLE COMPLAINTS, AGGRESSIVE CUSTOMERS AND DIFFICULT SITUATIONS

ABILITY TO WORK IN A FAST – PACED ENVIRONMENT OFTEN HAVING TO JUMP FROM ONE PROJECT TO ANOTHER THROUGHOUT THE DAY BUT STILL COMPLETING TASKS ON TIME

ACADEMIC QUALIFICATIONS

RED CROSS UNIVERSITY (2009 – 2011) DEGREE IN NURSING

Subjects: BIOLOGY, CHEMISTRY, ANATOMY, pharmacology and medicine products, surgery and pediatric CARE

AREAS OF EXPERTISE

ADMINISTRATIVE FUNCTIONS

CUSTOMER SERVICE

COMMUNICATION SKILLS

CLIENT CO – ORDINATION

UP SELLING

SALES ORIENTATED

RESOLVING PROBLEMS

ORGANISING

CALL HANDLING

PROFESSIONAL SKILLS

ADVANCED FIRST AID

FRENCH SPEAKER ( FLUENTLY) READ AND WRITE : ADVANCED

ENGLISH SPEAKER ( FLUENTLY) READ AND WRITE : ADVANCED

AFRICAN LANGUAGE ( LINGALA) AND SIGN LANGUAGE

PERSONAL SKILLS

ADVISORY SKILLS

DECISION MAKING

NEGOTIATING

ATTENTION TO DETAIL

INFLUENCING AND CONVINCING SKILLS

ABILITY TO MULTI – TASKS, PRIORITIZE AND MANAGE TIME EFFECTIVELY

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