Shirlyn Frans's Resume

Personal Details

Phone Number +27-073-***-****

Email adgvi0@r.postjobfree.com

Address ** ****** *******, ****** ******, Parow, 7500

Nationality South Africa (ID: 890**********)

Age 31 (06 Sep 1989)

Marital Status Married

EE/AA Status Coloured Female

Career Summary

Company

Position

Duration

Sanlam

Call centre Agent

January to December 2017

Sanlam

Trust Administrator

January - July 2018

Old Mutual

Contact Service Consultant

March 2016 – June 2016

ADT Security Company

Contact Centre Consultant

Mar 2015 – 30 Sept 2015

Cozens Recruitment Agency

Receptionist And Switchboard Operator

Jan 2015 – Jan 2015

Cozens Recruitment Agency

Receptionist And Switchboard Operator

Dec 2014 – Jan 2015

Cozens Recruitment Services

Client service agent

Mar 2010 – Jul 2010

Skills

Current

Extensive

Customer service 4 to 5 years

Typing 4 to 5 years

Front Office 1 year

Solid

Computer literacy 4 to 5 years

Working on SAP 2 years

Employment

1January 2017 Call Centre Agent Sanlam R 10, 000.00 Per Month Cost to company

Efficiently handle any claims and subsequent queries

Provide feedback on claims progress to clients

Identify areas of improvement to ensure a better customer experience

Assisting with Disinvestments and termination letters

Capturing of client data on the system

Follow up on customer complaints by engaging with the relevant

departments to identify if the complaint has been resolved

Relieving of the receptionist during lunch breaks and when absent

Reference: Mrs J. Fortune – 074-***-****

adgvi0@r.postjobfree.com

Reason for leaving: Promoted

January 2018 Trust Administrator R 12, 000.00 Per Month Cost to company

Responsible for full administration of trust and fund accounts.

Managing of assets of trust on behalf of third party (high volumes).

Liaison with internal and external clients (high volumes).

Manage a team of call centre agents

Support to Client Account Manager.

Providing service to trust beneficiaries in respect of the management of their

accounts.

Data capturing

Filing

Reference: Mrs J. Fortune – 074-***-****

adgvi0@r.postjobfree.com

Reason for leaving: Resigned

1 Mar 2016 (Fixed term contract) Contact service Consultant (Old Mutual)

Pinelands: Cape Town Metro, Western Cape (South Africa)

R 6,900.00 Per Month Basic Plus Commission

Identify client needs

Takes inbound calls and guides client and provides appropriate advice

Finalises call at point of contact where possible.

Ensures that more complex queries are escalated appropriately.

Individually accountable for managing own time, tasks and output quality over

periods of 1 day to a max of three months.

Data capturing

Makes increased contributions by broadening individual skills.

Collaborates effectively with others to achieve personal results.

Handles all queries in adherence with procedural and quality standards.

Meet daily, weekly and monthly targets set by supervisors

Comply with relevant service level agreements

Builds effective networks and mutually beneficial sustainable relationships with

relevant stakeholders both internally and externally to enhance the brand

Provides excellent Customer Services

Reference: Mr Frank Johnson – (021-******* - Cell: 084-***-****

Reason for leaving: Contract ended

Mar 2015– 30 Sept 2015 Contact Centre Consultant (ADT Security Company)

Answering inbound calls as well as assist customers who have specific enquiries.

Dealing with incoming calls on a skills based routing basis.

Transferring calls to other departments.

Handling and resolving customer complaints or escalating

Booking Technical service calls.

Qualifying Sales leads and booking of appointments.

Providing basic Technical assistance to clients (troubleshooting).

Providing customers with feedback to resolve queries.

Loading of temporary / holiday instructions

Doing surveys with clients on the level of service provided

Verifying Listener information.

Delegating queries / complaints to relevant departments.

Working as a team and assisting colleagues with operational issues.

Reference: Mr Bernard Arendse – 084-***-****

Reason for leaving: Resigned

Mar 2015– 30 Sept 2015 Contact Centre Consultant (ADT Security Company)

Answering inbound calls as well as assist customers who have specific enquiries.

Dealing with incoming calls on a skills based routing basis.

Transferring calls to other departments.

Handling and resolving customer complaints or escalating

Booking Technical service calls.

Qualifying Sales leads and booking of appointments.

Providing basic Technical assistance to clients (troubleshooting).

Providing customers with feedback to resolve queries.

Loading of temporary / holiday instructions

Doing surveys with clients on the level of service provided

Verifying Listener information.

Delegating queries / complaints to relevant departments.

Working as a team and assisting colleagues with operational issues.

Reference: Mr Bernard Arendse – 084-***-****

Reason for leaving: Resigned

Jan 2015– Jan 2015 Receptionist and Switchboard Operator (Cozens Recruitment Agency)

Cape Town Metro, Western Cape (South Africa)

Issue temporary access cards to visitors and contractors

Answering calls that comes via the switchboard

Welcoming customers and directing them to the correct department

Responsible for the maintenance of the security registers at front desk

Screen all calls and forward to relevant person

Taking messages for staff and forwarding it to them via email

Receiving of mail and deliveries

Monitor car park allocations

Compile the filing system

Supervise the cleaning lady

Ordering drinks and food for the boardroom

Keeping the reception area tidy and neat

Record keeping of leave register

Dealing with the couriers

Manage office supplies

Assisting with labour saving devices

Reason for Leaving: Temporary assignment

Reference: Ms Mandy Lee (Cozens) – (021-*******

Dec 2014– Jan 2015 Receptionist and Switchboard Operator (Cozens Recruitment Agency)

R 2,000.00 Per Week Basic Salary

Issue temporary access cards to visitors and contractors

Answering calls that comes via the switchboard

Welcoming customers and directing them to the correct department

Responsible for the maintenance of the security registers at front desk

Manage the office supplies

Taking messages for staff and forwarding it to them via email

Receiving of mail and deliveries

Monitor car park allocations

Supervise the cleaning lady

Ordering drinks and food for the boardroom

Keeping the reception area tidy and neat

Filing

Dealing with the couriers

Assisting with labour saving devices

Reason for Leaving: Temporary assignment

Reference: Ms Mandy Lee (Cozens) – (021-*******

Mar 2010– Jul 2010 Client service agent (Cozens Recruitment Services) Cape Town Metro,

Western Cape

With the changes to the new Cape Town International Airport I was part of a

group of people employed to show travellers the new location of certain

services

Show passengers to check in cubicles

Assist frail passengersReason for Leaving: The contract ended

Education

Dec 2007 Senior Certificate

Grade 12/Matric at Sarepta Secondary School (Secondary/High School)

- English First Language (HG)

- Afrikaans Second Language (HG)

- Geography (SG)

- Biblical Studies (HG)

- Business Economics (SG)

- Biology (SG)

-

Languages

Current

English–Read, Write, Speak

Afrikaans–Read, Write, Speak

Strengths and Attributes

I have a positive attitude

I have basic computer knowledge

Good supervisory skill as I management of a team of call centre agents

I am results driven

I have the ability to perform well under pressure

I have good administrative skills

I have good interpersonal skills

I use my creativity to find solutions to problems

I enjoy working with people

Good conflict resolution skills

I work well within a team

Telephone etiquette

Achievements

Jul 2014 Receptionist certificate (CAD Training Centre)

May 2013 Competent in Word, Excel, Windows, Internet (Creative Minds - Bellville)

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