Customer Service Manager

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

Confidential Profile

Personal Details

Surname : Wong

First Names : Kathleen Brenda

ID Number : 850**********

Date of Birth : 20 March 1985

Telephone nr : 062-***-****

Nationality : South African, Coloured

Languages : English and Afrikaans

Marital Status : Single

Residential Area : Unit 4 Shalane Gardens, 20 Fourth Ave, Florida

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

Availability : Immediately

Own transport : Yes and reliable

Driver’s License code : Code 8

Education

Date : 2005

School : Allan Ridge Combined School

Qualification : Matric

Tertiary education

Date : 2007

Institution : CTI Computer Training Institute

Qualification : Diploma – International Diploma in Computer Studies

IDCS and ADCS

Additional Skills

1Outlook and Windows 2000

2Client Orientation

3Oral Communication

4Call Centre operations

Computer Skills first year IDCS - Diploma

Business Communication (still have to complete)

Computer Technology (still have to complete)

Developing a Website

Networking

Systems Development

Business Organisation

A+

Programming Methods

Second year IADCS – Advanced Diploma

Systems Analysis & Design (will complete next year)

Enterprise Networking (will complete next year)

Business Management (will complete next year)

Database Design & Development

Managing Business Projects

Advanced Web Design

Practical Project

Position applied for – Customer Service / Call Centre representative

Employment History - Net1 U.E.P.S. Technologies Inc.

Date : 11 November 2013

Company : Net1 U.E.P.S. Technologies Inc.

Position : Customer Service / Call Centre representative

Duties

Logging of Internal/External Calls on Call logging System, and then supplying a reference number to the client telephonically or via mail.

Responsible for First line support for Net-1 Merchants.

Client liaison- Giving feedback/updates to the clients regarding calls that have been logged, and also requesting for more information when required.

Responsible for following up on calls not updated as per Call handling procedure and there after the escalation of calls to the necessary departments e.g. Supervisor, manager etc.

Reporting of any new requirements/ short falls identified on the Call logging System (help desk) to the senior Administrators.

Responsible for the quality/ integrity of the data and the calls logged on the Call logging system

Responsible for informing the senior administrator when implemented procedures are not being followed.

Responsible for assisting with the implementation of new policies/ procedures.

Responsible for assisting with reporting requirements when required. Logging of all technical levels of calls relating to payments devices and pension devices settlements queries.

Capturing of all banking details and first line support to merchant with regards to the devices that are faulty and connections procedures

Creating of new passwords and usernames for internet reports.

Using the NET1 helpdesk site to log and assist merchants with all the device problems and troubleshooting

Working mainly with Bio 930, ETF smart and EFT 10 devices assisting with all information and technical difficulties of devices

Recovery of all settlements payments and all other means of payments

Logging incoming calls and returning feedback with regards to faulty and broken point of sale devices.

Contacting field technicians to assist on the weekends with regards to faulty devices

Following up on pensioners amount on the Online Management system

Logging of internal calls relating to trouble shooting computers

Faxing all settlement enquiries to merchants

Following up on all transferred payments for all pre-paid host payments

Logging calls relating to Post office equipment used for pension payments e.g. Twin 10, Morph touch units etc.

Logging internal calls relating to trouble-shooting of computers

Allocating calls to the relevant departments

Working closely with finance with regards to settlements that needs to be transferred into the clients’ accounts

Training new agents at the work place

Kiosk support for all Easy Pay devices and software related problems

Logging calls relating to bill payments, electricity, airtime and money transfers on the Easy pay website, mobi site and Kiosk systems

Logging calls relating All network related queries with regards to vouchers issued

Logging calls relating to device troubleshooting sent to technicians to assist

Assisting clients with registering on the website and updating and migrating of details from the old website to the new website

Logging internal IT call – providing feedback and updating all calls within SLA

Helping clients block they Easypay lost card

Assisting the client with statements and balance

Monitoring Net1 ATM machines

Logging calls on Helpdesk for the below

Monitoring if a ATM is offline

Log calls for Preventative maintenance

Monitoring cash low on ATM

Monitoring Paper Low on ATM

Monitoring power failure on ATM

Card retained

Monitoring Comms issue on ATM

Monitoring Dispensing Issue on ATM

Monitoring Hardware error on ATM

Client will call in for a settlement report

Updating all calls and provide feedback via telephone or email

Communicate with the technician on faulty ATM devisees

Reference for Net1 U.E.P.S. Technologies Inc.

Person to be Contacted Tammy

Designation Manager

Contact Number (011-***-**** / 080*-***-***

Position applied for – Telesales Agent

Employment History- Tower Bridge

Date : 1 May 2013

Company : Tower Bridge

Position : Telesales Agent

Duties

Booking appointments for the Business Development Managers by making outbound cold calls daily, promoting the company, their products and the benefits of the industry.

Closing sales and marketing plans to gain repeat business.

Booking appointments for sales representatives to visit potential customers.

Building and developing accounts

Contributed to and participated in team meetings and activities.

Maintaining a working understanding of the key suppliers, competitive position.

Logged enquires and resolutions on a database

Working as part of the sales team providing excellent customer service.

Building a great rapport with customers.

Having team meeting and sharing best practice ideas with colleagues.

Adherence to all Company policies and procedures.

Communicating with customers over the phone.

Making outbound calls to prospective businesses and gathering information.

Making notes of dates for follow up calls.

Making calls to a large volume of Cold, Warm and Hot leads on a daily basis.

Able to build a strong awareness of competitors within the market.

Identifying areas in the market where you are able to develop new business.

Qualifying new leads in a team environment.

Basic computer skills such as Outlook, MS office and knowledge of specialist telesales software.

Identifying customer need and resolving customer queries.

Exceeding customer expectations through exceptional customer service.

Reference for Tower Bridge

Person to be Contacted Wayne

Designation Manager

Contact Number 086*-***-***

Position applied for – Service Coordinator

Employment History - Teljoy Audio Visual

Date : 21 June 2010

Company : Teljoy Audio Visual

Position : Service Coordinator

Duties

Booking calls for all agents in different regions

Take up to 200 inbound calls per day

Logging calls

Assigning calls to Technicians

Updating calls when technicians are done with the callouts for the day

Providing feedback to the clients via email or telephonically

Scheduling Preventive maintenance for all client on a monthly basis

Supervise the KZN and CPT region

Inquire prices from suppliers if a client needs to order e.g. remotes

Following up with Suppliers on available stock or loan units

Requisitions

Making out quotes

Costing/Proposals

Purchase Orders

Faxing the PO’s to agent to assign a call in the different region

Receiving Purchase Orders from client

Receiving Invoices for payment and submitting it to finance

Complete paperwork (purchase orders to invoicing)

Capturing important company information

Meeting all my weekly deadlines

Provide feedback to Management every week

Escalate to Managers if there is problems

Updating the Pulse systems

Responding to client queries via mail and telephone

Answering client questions and dealing with complaints

Helping the clients with their TV settings

Run Monthly reports on the Pulse system

Sending monthly feedback to clients on all the calls for that month

Update spreadsheet on (repairs and loan units that are send out)

Following up with Suppliers on available stock or loan units

Maintain SLA levels

Ordering stock for the workshop and other branches

Reason for looking to leave : Need growth

Reference for Teljoy Audio Visual

Person to be Contacted Given Mabale

Designation Manager

Contact Number 083******* / 011-***-****

Position applied for – Junior IT Helpdesk Consultant

Employment History-SA Outsourcing IT

Date : 11 May 2009 to June 2010

Company : SA Outsourcing

Position : Junior IT helpdesk Consultant

Duties

Monitoring Internet Data line

Logging Calls on Unicentre

Updating the systems (Unicentre)

Resetting password on the Active Directory (Window Server 2008)

Receiving more or less than 200 calls per day

Helping the clients with their e-mails

Resolve calls logged by users

Front office support

Following up on clients queries via email or telephone

Call tracking

Monthly feedback on tracking calls to manager

Monthly reports to clients / managers

Sending out ratings of service to the client and providing feedback back to the manager

Maintain SLA levels

Perform daily administrative tasks and provide feedback to management

Basic troubleshooting (Telephonically)

Reason for looking to leave : Need a challenging position

Reference for SA Outsourcing

Person to be Contacted Demetri Manias

Designation Manager

Contact Number 011-***-****

Position applied for – Service Provider

Employment for Vodacom Service Provider

Date : 12/12/2006 to 22/08/2007

Company : Vodacom Service Provider

Position : Call Centre Agent

Duties

Dealing with prepaid customer

Offering long-Term solutions to customer pertaining to all their cellular needs

Selling and activated all Vodacom value added services e.g. SMS, Bundles, GPRS, Airtime and look4 IT service and all other new service that was trained on

Handle all customer queries and enquiries

Receiving customer queries and enquires

Receiving up to 150 calls per day

Guiding customer with step by step instructions to setup the phone for GPRS or internet use

Reason for leaving : Temp position

Reference for Vodacom Service Provider

Person to be Contacted Mrs. Enocenciah Pale

Designation Manager

Contact Number 082*******

Position applied for – Estate Agent

Employment for Riba’s Bond Originator

Date : 01/12/2005 to 30/6/2006

Company : Riba’s Bond Originator

Position : Estate Sales agent

Duties

Maintenance of new contracts/deals

Getting finance from the banks

Providing information to customer to help them select the best house

Reaching my monthly targets of 5 Million

Providing feedback to the client

Responding to client queries via e-mail/ telephone

Selling 2 houses very month

Telesales Marketing (advertising and distributing by handing out pamphlets)

Com was 5%

Interview the client to know house and price range, area they are looking for

Arrange with the seller to view the House

Set up appointments with the buyer to view the house, once the buyer is interested a meeting will be arranged to sign the documents

Full in all Bond applications for the client

Making sure I receive all the clients information before submitting the application to the banks

Submitting all documents

A proactive and passionate attitude towards sales

Reason for leaving : Temp Position

Reference for Riba’s Bond Originator

Person to be Contacted Mrs. Felicity Thokkie

Designation Manager

Contact Number 011-******* / 083-***-****

Position applied for – Staff counsellor

Employment for Camp Ladore

Date : 6 Months in 2006

Company : Camp Ladore

Position : Staff counsellor

Duties

Staff counsellor having fun with the children

Reading for them

Participate in activities with them

Planning activities and games for the day

Learned them different religions

Reason for leaving : Just for summer

Reference for Summer Camp in USA

Person to be Contacted Mr David Davis

Designation Manager

Contact Number 091 570-***-****

Position applied for – Casual Part Time

Employment for Foschini

Date : 2002-2003

Company : Foschini

Position : Casual

Duties

Administration clerk

New accounts

Lay-By

Payment arrangements

Sales

MTN consultant

Reason for leaving : Part Time

Reference for Foschini

Person to be Contacted Evha /Liezle

Designation Manager

Contact Number 012-***-**** / 082-***-****

Comments

I’m a customer service orientated person that is willing to go the extra mile to ensure that may job is done to the best of my ability. I’m passionate, motivated and has excellent problem solving abilities. I handle pressure well and have good time management skills, I’m a team player with good people skills and I communicate clearly and effectively.

Strengths relating to the job

1Hard worker

2Positive

3Above good worker

4Comes in early

5Excellent quality of work

6Take pride in my work

7Build relationship easily

8Good task focus

Contact this candidate