Team Leader Support Agent
Resume:
ANDILE BALOYI
EDUCATION
Mitzvah United Sisterhood School
Completed: 2015
Additional Courses:
Youth with vision
African Leadership Academy
Build in box Camp
Social Innovation Camp
South African Ideas festival
TRAC South African Agency for Science and Technology Advancement
National Research foundation for physical science
Achievements:
• Completed the youth with Vision Salvation clinic programme
• Community Connections Entrepreneurial development Programme
• South African Ideas festival 2nd place with an educational idea
• Completed the build in box camp skills and entrepreneurship leadership programme.
SKILLS
Self-Management Skills where I have been able to learn and be able to be the best on the work given, and with the different types of systems used passed years I have good communication skills and I am very dedicated; I undertake and demonstrate great levels of persistence and tenacity. Consolidating analysing information are my strong points and I have a tendency of going the extra mile, typing skills has improved where I am able to multitask and be able to meet the required target and task given and can be work under pressure and get the job finish, and my enthusiasm makes an indispensable asset to any organization.
ABOUT ME
With a solid track record in the Contact Centre industry, I have honed my professional demeanor and cultivated strong relationships with colleagues.
My tenure in this field has equipped me with exceptional time management and communication skills, allowing me to effectively understand and navigate various situations.
My career growth is a testament to my adaptability to different systems and my unwavering commitment to upholding company standards. I am recognized for my persistence and tenacity, consistently demonstrating an ability to consolidate and analyze information with precision.
My inclination to go the extra mile underscores my dedication to excellence and adds significant value to any team I join.
WORK EXPERIENCE
Company Name: MSC Cruises SA
Location: Woodmead
Position held: Customer Support Agent (Tier 2)
Casino Support Agent
Period: 04/2023 - 02/2024
Reasoning For Leaving: Personal
Reporting to: Team Leader
Description
• Process off-line inquiries from guests and travel partners
• Manage requests, verifies eligibility and awards special pricing
• Maintain accurate records of interactions in Siebel and DTS
• Research and resolve complex inquiries
• Respond to guest and travel partners via telephone and email while researching or
communicating the completion of a service request
• Report technical issues and submit suggestions for process improvement to management.
• Uphold MSC Cruises' esteemed image through consistent professionalism.
• Ensure all calls are managed in accordance with MSC Cruises' service excellence standards.
• Provide expert assistance for online bookings and web-based inquiries.
• Actively promote and endorse MSC Cruises' offerings to drive revenue.
• Capitalize on opportunities to upsell, enhancing customer experience and sales.
• Foster rapport with clients via personable and engaging interactions.
• Master comprehensive knowledge of MSC Cruises' fleet, destinations, and pricing strategies.
• Deliver specialized support and superior after-sales service, including reservation modifications and additional service bookings.
Company Name: Ison
Location: Randburg
Position Held: Outbound Sales Consultant
Period: 10/2022 - 03/2023
Reasoning For Leaving: Seeking growth
Reporting: Team Leader
Description
Campaign: Vodacom
• Making contact with past and current Vodacom clients to offer new line activations
• Making follow-up calls to potential clients
• Closing Sales deals
• Working towards a target of 260 sales per month
Company Name: Afrizone Telecommunications
Location: Johannesburg
Position Held: Outbound Sales Consultant
Period: 02/2022 - 04/2022
Reasoning For Leaving: The contract ended
Report to: Team Leader
Description
Campaign: Vodacom
• Cold called Vodacom database
• Made contact with past and current Vodacom clients to offer new line activations
• Explained / Educated potential customers about Vodacom products • Credit vetted customers
• Made follow-up calls to potential clients
• Closed sales deals
• Captured customers information on C3D (Siebel)
• Created new customer profiles on C3D (Siebel)
Company Name: Clientele Life Assurance Company Limited
Location: Rivonia
Position Held: Telesales Consultant
Period: 08/2021 - 01/2022
Reason For Leaving: The Contract Ended
Report to: Team Leader
Description
• Inbound and outbound call centre
• Sold short term insurance
• Deliver timely, accurate and professional customer service.
• Take ownership of customers and ensure that their needs are met.
• Called database clients who have existing policies with Clientele, offering them alternative products such as Legal cover, Funeral Cover, Hospital Cover, Investment plan & loyalty benefits
• Attentively listened to the client’s requests, in search of buying signals
• Worked towards a target of 55 sales per month
Company Name: Bytes
Location: Midrand
Position Held: Vodacom Customer Care Services and
Customer Retentions
Period: 02/2019 - 05/2021
Reason For Leaving: Retrenched
Reported to: Team Leader
Description
• Negotiated with customers to retain their Vodacom Contracts
• Proposed solutions
• Explained customers about new products and benefits
• Tracked contracts that are soon to be expired and contact customers for renewals
• Performed customer negotiations and reach a fair conclusion from both business and customer perspective
• Gathered information about customer complaints
• Developed aggressive retention strategies based on customer feedback
• Negotiated with customers to renew contracts and retain business
• Met with the sales team to propose customer retention solutions
• Provided excellent customer services and ensured customer satisfaction
• Built positive relationships with customers and business associates
• Escalated customers query to the relevant department
Company Name: AEGIS Global Services
Location: Sunninghill
Position Held: Outbound Sales
Period: 09/2018 - 02/2019
Reason For Leaving: The contract ended
Report to: Team Leader
Description
• Worked on the Vodacom campaign
• Migrated users to wireless internet
• Sold the benefits to the client ethically in attempt to close a sale
• Worked towards a target of 3 conversions a day
Company Name: WNS Global Services
Location: Johannesburg
Position Held: Customer Services Consultant
Period: 01/2017 - 08/2018
Reason For Leaving: Retrenched
Report to: Team Leader
Description
• Assisted customers with their account’s enquiries
• Reactivated locked / suspended lines
• Solved Sims cards faults
• Activated Sim cards
• Assisted with selecting the correct profile for internet connection
• Registered customers on the Vodacom SA system
• Assisted with PUK code to unblock sim card
• Provided customer service that is effective and efficient
• Exceeded customers’ expectations
• Logged escalations to the relevant departments
PROFILE
NAME: Andile Baloyi
PHONE: 061*******
EMPLOYMENT EQUITY: Africa, Male
NATIONALITY: South African
DATE OF BIRTH: 1998-03-30
LANGUAGES: English, Zulu, Sesotho,
Xhosa
DRIVERS LICENCE: Code 10
ADDRESS: 57-th Ave, Block 116 Alexander, Sandton, Johannesburg 2095
EMAIL: **************@*****.***
REFERENCES
Kay Tarryn – MSC Cruises
Maria Moseou – Bytes
Nathan Julius – WNS Global Services
MOTIVATIONAL LETTER
I am writing this letter for an employment opportunity at your Company. I am very ambitious, outspoken, with a positive attitude.
I have good communication skills and I am very dedicated; I undertake and demonstrate great levels of persistence and tenacity.
I am looking for a new venture that is going to excite and challenge me at the same time.
Consolidating and analyzing information are my strong points and I have a tendency of going the extra mile. My enthusiasm makes an indispensable asset to any organization.
Thank you for considering my application. I am looking forward to possibility of contributing to the ongoing success of our company in new capacity.
Contact this candidate