Customer Service Representative
Resume:
New Marlborough Harare Zimbabwe
****************@*****.*** www.linkedin.com/in/sekai-chekeche-4478b81a6
SEKAI CHEKECHE
SUMMARY
Dedicated professional with 10 years of experience in a Call Centre. Possess high volume Call Centre, Team Lead, Customer Service and Sales experience. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Excellent interpersonal and problem-solving skills backed by a zeal to offer solutions to tasks at hand. Able to diffuse difficult customers with a calm, empathetic and helpful demeanour.
SKILLS & ABILITIES
EDUCATION
Great Communication skills and English proficient
Time management
Attention to details
Excellent problem solver
Data entry and analysis
Customer needs recognition and empathetic
Patient with active listening skills
Computer skills- MS Office and Google suite
Customer relationship Software CRM
Telecommunication skills,
Excellent telephone etiquette, email, live chat
ACCA Diploma in Accounting and Business, Ethics and Professionalism module -Trust Academy (Sept 2012)
Diploma in Customer Service - Alison Galway Ireland (June 2018)
Certificate in Dental Office Support by Support DDS ZimWorx Zimbabwe (February 2020)
HIPPA Certified by ZimWorx
EXPERIENCE
TEAM LEADER AND QUALITY CONTROL (QA)
USA GLOBAL MARKETING –REMOTE
February 2022- Current
Facilitated one on one training for 70 team members through daily coaching which included live-call participation on Skype and Zoom
Handled up to 70 team members, troubleshooting complex administrative and training issues promptly including system issues.
Monitored and tracked calls for performance appraisals and quality to ensure customers received high-quality service from all service agents
Tracked and listened to 3 calls per cycle and this helped keep the agent attentive to the clients reducing idle time by 1.7 mins.
Developed team member skills on how to toggle multiple screens to best assist the clients and reach targets reducing hold times by 20%
Conducted retraining and mentored team members to promote productivity, accuracy and commitment to friendly service this would help maintain a steady growth pattern for the agent and provided actionable insight
Highlighted potential areas for improvement and provided actionable insight
Provide actionable insight on all performance metrics (Key performance indicators (KPIs) through accurate call handling and high-quality standards.
Conducted daily pre-shift meetings via Skype for agents to share guided tips and share experience which improved learning and confidence.
TELEMARKETING AND SALES REPRESENTATIVE
VISTA UNITED KINGDOM– REMOTE
October 2021 – February 2022
Executed daily average of 400-550 automated outbound sales calls to prospective and existing clients, leveraging persuasive scripts and achieving a 30% conversion rate increase within 3 months.
Log calls and record the required information on Sales force.
Showcase excellent communication skills and superior people skills to close an average of 40 sales a day with a maximum of 3 products per call.
Acquired vast knowledge base of company products and quickly dissolved a doubt making it easier to up sale other products increasing my sales by an average of 30%.
Enhanced client communication and relationship management by accurately entering and updating customer information in CRM database; facilitated targeted marketing campaigns resulting in a 15% increase in customer engagement and a 10% boost in sales revenue
TELEMARKETING SALES REPRESENTATIVE
USA GLOBAL MARKETING –REMOTE
April 2021- September 2021
Accept a daily average of 260-325 automatic outbound calls to customers.
Delivered scripted sales talks to customers reached via manual and automatic dialling systems - VICI dial.
Contacted clients for Dental Insurance to would provide information about available products and services, membership details, and purchase advantages.
Achieved weekly sales goal by promoting product benefits and enrolling new clients
Generated minimum of 21 new leads each day with a weekly sales target of 5 sales
Averaged 13 sales weekly often receiving ‘‘Sales Agent for the week’’
Dental Insurance Verifier - ZimWorx – Remote
January 2020 – February 2021
Checked CDT codes with policies from multiple insurance companies to make sure procedures will be paid, this reduced denied claims by 70%
Confirmed correct charges based on ADA Dental codes paid and this improved company cash flow by 65%.
Assist callers with any concerns about Dental Insurance eligibility, before and after accessing dental services making it easy for patients to focus 100% on their appointment.
Documented outbound communication from providers and clients to maintain all records and patient interactions so our dental team would always be updated.
Organized patient x-rays and other documents and captured information into Eagle Soft and Open Dental improving process flow by 40%.
Created appointments for new and recall patients and maintained excellent client relations.
Maintained confidentiality of patient's personal and dental information according to HIPPA regulations and part of the DDS team.
Accessed multiple dental insurance companies’ portals for benefits to verify the eligibility of a patient before an appointment date so that patient was notified of any co-payments to be made before the appointment date
CUSTOMER SERVICE REPRESENTATIVE CSR
TELECEL ZIMBABWE
December 2015 - August 2022
•Implemented customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns speedily best hold times of less than 60 seconds on a 5-minute call.
•Responded to customer emails, live chats, Zendesk and social media, Twitter, Instagram, Facebook enquiries
•Responsible for answering an average of 270 inbound calls for a 6-hour day
•Named CSR of the month multiple times 95%-100% performance
•Targeted 120 outbound calls and placed follow-up telephone calls or e-mails to answer customer questions
•Provided exceptional service with an emphasis on first contact resolution and excellent phone etiquette this reduced repeat callers by 60 %
•Proficiency in using computers, both for data entry, as well as for rapid navigation through computerised systems to address operational challenges and customer service issues using ZSmart, ADR
•Live-documented all caller interactions in accordance with Quality Assurance Guidelines using E-ticketing and Customer Relationship Management (CRM) software.
•Proven ability to maintain confidentiality and secure sensitive information - Ethical and Professional
•Streamlined customer information management by entering and updating data in CRM database, leading to improved communication and personalized client interactions; increased customer satisfaction by 25%
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