Customer Service Call Center

Ntombi Hi-Cynthia Tembe

Address:**E Rydalvale Drive Phoenix 4068

Email: ******.*******@*****.*** Telephone: +278********

PERSONAL STATEMENT

An organised, results-oriented Customer Service Consultant and Administrator/Receptionist Professional with an excellent track record of significantly increasing service quality, sales and customer base. Outstanding communication, relationship-building and influencing skills; competent in building customer relationships which inspire confidence and loyalty. A highly efficient individual with extensive team leadership experience, able to adapt well to new environments and learn new processes quickly to achieve outstanding results. Strong ability to multi-task and prioritise, and able to organise, train and monitor teams. Seeking a new, challenging role in a charity which will utilise existing skills.

KEY ACHIEVEMENTS

●A proven record of accomplishment in resolving complex customer issues

●Consistently the top salesperson, exceeding sales targets and KPIs

●Achieved top 10 advisor in eight out of 12 months, and in top four every month

●Finished in top 25% with 157% productivity, 120% quality and lowest cancellation rate

●As supervisor of the team if managers are not available

EMPLOYMENT HISTORY

02/2023 till to date

CCI International

Airline Reservations Agent under united airline campampain

Assisting and advising customers who may be choosing from variety of travel options

Making flight reservations for customers based on their various requirements and budgetary allowances

Checking the availability of flights on the customer’s desired dates.

Taking calls and answer questions about airline regulations and help them to make their travel plans

Rebooking and schedule change where necessary

Cancellations of flight tickets

Issue Refunds

Transferring calls to relevant departments

Finding possible flights during Irrops

Flagging calls that needs special attentions

06/2022-12/2022

Lithemba Hope Development and Skills

Admin Clerk

•Filling

•Provided excellent customer service at all times

•Receiving Incoming calls and transfer them to relevant departments

•Dealing with admin work

•Setting up appointments with sponsors

•Conducting registrations for new students

11/2021-03/2022

CCI

Inbound Sales Agent

•Provided excellent customer service at all times

•Doing inbound tickets

•Offering them latest deals on Rain wifi Network

•Upselling new contract

•Escalating to relevant departments

03/2021-10/2021

Blue Mecury PTY (LTD)

Pre-Auth Consultant

●Delivers an excellent customer experience, helping customers choose the right product and/or service for their requirements

●Setting up appointments for client

●Get their information to link them with the relevant service provider

●Getting auth to sign them up

●Escalations

●Calling existing clients for an upgrade or cross selling

02/2018– 12/2019

K2 Holdings

Senior Sales and Customer Services, Retention Consultant

●Outbound dialling

●Webchat Sales queries

●Customer service queries

●Social media sales leads (Facebook/Instagram/Google)

●Retention of customers

●DMA – list checks

●Lead generation

10/2016– 11/2017

Telesure Investment Holdings

Sales Consultant

●Took inbound calls, dealt with questions efficiently and effectively and input data into ICT systems

●Gave customers the correct advice, and after understanding their needs, up-sold services and turned objections into sales opportunities

●Cold-called customers to up-sell services

●Worked to ensure all individual and team targets were met

●Used tact and discretion to discuss customers’ estates to ascertain whether probate was required

2009 – 2016

MTN - SA

Customer service consultant

●Delivers an excellent customer experience, helping customers choose the right product and/or service for their requirements

●Conducts problem solving and troubleshooting

●Provides technical help to colleagues if required

●Conducts contract reconciliations, cashing up and stocktaking

●Achieves personal and company KPIs, consistently exceeding key performance indicators, and individual and store targets

2008 -2009

Ignition Group

Sales agent

•Provided excellent customer service at all times

•Assisted customers with finding suitable products and checked availability in ERP System

•Maintained a friendly manner and calm, positive demeanour when handling complaints

•Opening new lines for their network provider

•Signing them up for their cell phone contracts

EDUCATION

2002 Incomplete

NVQ Level 2: Marketing

Mangosuthu University of technology

2000

Grade12 with commercial subjects

School : Somshoko High

ADDITIONAL SKILLS Software:

Microsoft Office (PowerPoint, Word, Excel), Adobe Photoshop, pps, smart wizard,seibel and s400systems; learns new software quickly

INTERESTS

Sports including rowing and football; on men‘s football team (county) and reading books and cooking

REFERENCES ON REQUEST

Contact this candidate