Call Center Centre
Resume:
Resume of
Kauthar Spadonie
ID: 010**********
Cell: 068-***-****
Email:
*******************@*****.***
TERTIARY EDUCATION
Proven by Certificate
****, *****@Work
Desmond Tutu Learnership
EDUCATION
Cedar Secondary High School
Grade 12 Matric 2018
SKILLS
COMPUTER SKILLS
o MS WORD
o MS EXCEL
o MS POWER POINT
o MS OFFICE
o MS OUTLOOK
o Virgin Mobile 360
o SAP
o AIDA
PERSONAL SKILLS
o Excellent communicator
o Attention to detail
o Strong administrator
o Hardworking
o Highly motivated
o Interaction skills
o Organization skills
o Creative thinking
o Impeccable work ethic
o Time management
o Motivated & motivator
o Conflict resolution
WORK EXPERIENCE
(January 2024- Current)
Sales Call Centre representative
Capita Call center (O2 Mobile)
Answer incoming calls and respond to customer’s emails
Management and resolve customer complaints
Sell products and place customer orders in the computer system
Identify and escalate issues to supervisors
Provide product and service information to customers
Research required information using available resources
Research, identify, and resolve customer complaints using applicable software
Process orders, forms, and application
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Complete call logs and reports
Other duties as assigned
(November 2021- January 2024)
Call Centre representative
Capita Call center (British Gas)
To engage and support staff to adjust to the culture of the campaign and to achieve all KPI’s through effective coaching, performance management, and to develop career progression through internal development programmes.
To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer-centric environment.
Handling escalations and complaints
Assisting agents with irate calls and making sure processes and policies are adhered to.
Ability to interact and thrive in a fast-paced environment dealing with a high volume of calls and stressful situations
Deliver appropriate sense of urgency when responding to customer requests
Maintain professional etiquette and provide exceptional customer service when corresponding with customers via phone
Responsible for entering accurate information into systems.
Detailed documentation is required for potential future investigatory purposes
Ensuring customer satisfaction.
ABOUT ME
“Me in 30 seconds”
“People find me to be an upbeat,
self-motivated team player with
excellent communication skills. I find
myself to be a motivated, down to
earth individual with a good sense of
humor. I have always been a
committed Achiever and like to
surround myself with like-minded
people. I take pride in helping others
achieve what they want to the
fullest.”
REFERENCES
Capita Call center (O2 Mobile)
Contact person: Ebrahim Brown
(Manger)
Contact details: 061-***-****
Capita Call center (British Gas)
Contact person: Travice (Manger)
Contact details: 082-***-****
Takealot, Distribution Centre
Contact person: Creshim (Manager)
Contact details: 063 185
6703
Dalvies Catering
Contact person: Rashieda (Owner)
Contact details: 084-***-****
(5 October 2020 - March 2021)
Process Controller
Takealot, Distribution Centre
Monitor and evaluate hourly/daily operational reports and ensure that Outbound KPI are controlled and met, any discrepancies are to be addressed and resolved.
Release work available to DC for processing
Assist in maintaining FIFO within the Outbound area, by ensuring that Priorities, Same Day Deliveries, and SLA orders are timeously handed over to Dispatch.
Ensure that Outbound queries are resolved timeously, and exception trends are addressed and resolved.
Assist the team in identifying and resolving any mistakes or inaccuracies.
Report and resolve risks to Outbound KPIs within reasonable time to mitigate
Clear, accurate and decisive communication to the operations team
Continuously improve through feedback
(December 2017 – December 2018)
Administrator/Receptionist (Seasonal)
Dalvies Catering
Deliver an administration function to support Business manager
Ensure safety/health and environment compliance is met
Manage any changed and update paperwork with company guidelines
Input all data onto system
Provide accounting support to wages, cash takings, banking, and stock control
Performs typing and/or word processing of correspondence, documents and reports, usually from rough draft, machine dictation or shorthand
Respond to clients queries and enquiries
Contact this candidate