Customer Service Call Centre

RE: APPLICATION FOR VACANCY

Dear Sir/Madam

I believe that my passion lies with communicating and socialising with diverse people. The reality is that communication is an essential component in life. It creates another dimension full of understanding and contentment. My motto is that creativity should have no boundaries and that life has endless possibilities, you just have to be brave enough to embrace it. In - order to be creative, ideas must be developed using the “think out of a box” strategy to be unique. I am an extremely real person, driven by deadlines and daily challenges that seek accomplishment.

I declare that all information provided below is true.

I trust my application will receive your favourable consideration.

For further details please refer to my CV which is attached herewith.

Yours Faithfully

Mrs K. Naidoo (Nichelle)

NICHELLE NAIDOO

Contact Number: 061******* / 07293697

Email Address: ac9s50@r.postjobfree.com mailto:/ac9s50@r.postjobfree.com

Personal Details

Full Name

Koshiela Naidoo (Nichelle)

Date Of Birth

1978/10/23

Gender - Female

Postal Address

15 Quilpalm Avenue, Palmview Phoenix

Languages

English, Afrikaans

Driver’s License

Yes, Code 8

Nationality

South African

Education

Haven Park Secondary School

Year

Subjects

English, Afrikaans, Biology, Typing, Geography, Art, Graphic Art, Textile Design, Sculpture/Silk Screen & Sketching

Tertiary Education

2006

Institute

Year

Subjects

Intro to basic computers, M/s Word Excel, Outlook, Internet & Power Point

Institute

Year

Certificate

Institute

Year

Certificate

Institute

Year

Certificate

Institute

Year

Certificate

Institute

Year

Certificate

Institute

Year

Diploma

Subjects

EMPLOYEMENT HISTORY

Company

Position

Period

Duties

Reasons for leaving

Company

Period

Position

Duties

Quest Staffing Solutions Temp Assignments

Companies

Period

Position

Company

Position

Period

Duties

Company

Position

Year

Duties for Helpdesk

To provide a professional Facilities help desk service by ensuring the technical interfaces of the Facilities Helpdesk are effective, up to date and utilized correctly to assist in providing value added customer service to facilities users by focusing on customer needs, contractor’s contractual obligations, and thereby ensuring customer satisfaction.

Call Logging:

Timeously answered telephone/e-mail/fax calls handled in a friendly and professional manner

Effectively deal with reactive requests from clients in a timely, Friendly and professional manner

Accurate inputting of information on database / keeping reports up-to-date

To generate, rework and re-route work orders as required

Assign correct priorities and categories on all requests

Faxed work orders (to service providers where applicable)

To provide feedback on job progress

identify and escalate situations requiring urgent attention

To follow-up on call progress with internal and external service providers

Assist in other work related tasks when required

To plan, organise and control own work effort

To communicate with all levels of Management

Close off work orders when work is done

To assist client in a polite and friendly manner

Provide assistance to other operators when necessary

Adhering to Facilities Helpdesk policies and procedures

Ensure a high level of customer service is provided and maintained

Release planned preventative maintenance work orders

Client Relations:

Handled general enquiries or referred enquiries to alternative person/department

Completed follow up calls to clients to, amongst others, determine client satisfaction.

Deliver a professional service to the client as required.

To be polite, professional and diplomatic at all times

To be flexible to help in client needs

Adhere to the health & safety regulations and requirements in the workplace

Skills and Competencies

Excellent telephone etiquette

Excellent communication skills

Excellent listening skills

Ability to follow established procedure

Attention to detail and good follow –up skills

Bilingual

Computer Literate/Email (Infor EAM, MS Outlook)

Flexible, initiative

Ability to manage more than one situation at a time (Multi task)

Ability to communicate with all levels of Management

Ability to plan, organise and control own work effort

Ability to work without supervision

Customer Orientated

Able to handle queries / requests

Multitasking within – (TSFM while permanently based @ Unilever

Site Facilities Administrator / Departmental Secretary switchboard /reception @ Unilever SA

Access Control

Customer services

Helpdesk

Intranet

Relief on Switchboard & Reception

MLJ’S (Churn in within the building)

Voicemail

Stationery control

Data capturing

HR issues

Filling

In charge of key cabinet

Secretarial duties

Ordering of access control material

Keeping track of the cleaning and maintenance issues

Escalating W/orders

Making sure calls are closed on time

Logging of calls

Programming Security discs for staff

Leave & Wage Variation

Updating of staff personal files

Taking / typing minutes for all minutes held by managers

Preparing for staff meetings tea / snacks etc.)

Meeting room bookings

Assisting procurement department

Faxing / Tying / Photocopying

Keeping in contact with service providers

Handling of Lap tops & Projectors

Flight Bookings

Closing & Capturing of Accounts invoices

Typing Documents

Compiling Minutes

Wage & Leave Variation

Greeting callers in a professional & friendly manner

Keeping a list of emergency numbers

Transferring calls to correct departments

Attending to10 incoming lines

Access to Telephone Management System

Worked on the Program Stella Nova

International Call management

Observe and record charges for long distance calls

Updating Database for Switchboard as well as for the client

Keeping track of Mover Leaver Joiner ‘s in the building

Compiling monthly call detailed reports for extensions

Transfer all calls to the right Extension

Telephone / Switchboard reports

Site Facilities Administrator Unilever

Facilities Management

Involved in the name change project from Moreland to Tongaat Hulett Development

Making sure signage was replaced

Making sure security, building maintenance, meeting rooms, equipment etc. is up to date and working

Supervising the tea ladies, the cleaning ladies, security, handy man and delivery driver

Monitoring the storeroom

Monitoring contractors

Ordering of refreshments and milk for the building

Creating purchase orders on APAX

Getting quotes for building maintenance

Dealing with suppliers

In charge of storage space

Issuing asset numbers for all furniture in the building and must be up to date for audit purposes

In charge of reception

Supervising the movement of Furniture

Monthly reports

Bank deposits for DSFM

Hiring of Equipment

SKILLS ACCQUIRED

I Have the ability to communicate and understand with customers at all levels

Assertive, creative & innovative with the ability to have sound judgment.

Work very well under pressure, good stress management

Ability to display professionalism

Attention to detail

Supervisory skills

Good communication sills

Telephone Etiquette

Customer Service Excellence

Good customer support

Computer literate

Tasks given are completed on time

Typing skills

Dedication

Excellent Interpersonal skills

REFERENCES

Company : Tsebo Facilities Solutions

Reference : Caleb Charles

Telephone : 031-******* / 082*******

Company : Tsebo Facilities Solutions

Reference : Steven Ramsamie

Telephone: : 031*******

Living stones College

1999

Survival Skills and Personal Skills

2003

Telephone etiquette & Customer Service

Linda Coetzee & Associates

2003

Service Excellence & Assertive Communication

The Academy for Leadership Development

2004

Telephone Handling Skills

Just Dominique

2005

Client Care

Facilities Management SA

2006

Intermediate Facilities Management

Damelin

2006

Call Centre Management

Call Centre Ergonomics

Call Centre technology

The Role of a Call Centre Manager

Call Centre Management & Staff

Call Centre Mathematics

Management Reporting

Customer Services

The Legal / HR Issues regarding staff

Operational Issues

Disaster Recovery

Skills Based Routing

Dr Soobramoney’s Surgery

PA/Receptionist

1997 – Jan – June - 6months

Packing & distributing medication

Answering Telephone

Attending to patients, medical aid & cash

Better job prospects

United Colours Embroideries

June 1997 – Dec 1998

Secretary, Wage & Invoice Clerk

Personal Assistant to Manager

Answering calls and dealing queries

Distribution of weekly wages

Collecting of wages from the Bank on a weekly basis

Working out the time on clock cards

Faxing

Banking on Fridays

Handing out pay slips

Coca cola & New Era Packaging

Jan 1999 to Jun 1999

Receptionist / Switchboard Operator

Martin West – Housing Department (Municipality)

Housing Administrator

July 1999 - December 2000

Preparing & Issuing ownership documents to renters

Meeting with renters

Sending docs to other branches

Collecting rate payments

Archiving

Filing

Documenting

Tsebo Facilities Management based at Unilever SA (LA LUCIA RIDGE H/O)

Facilities Helpdesk

01 April 2003 to 27 June 2019

Contact this candidate