Call Centre Customer

NOSIPHO CRESCENCIA DLAMINI

Cell: 084-***-**** E: *************@*****.***

* ****** ******, ******* ****, Randburg 2188

Driver’s License:C1 940**********

EXPERIENCE

Position: Sales Agent

AfriZone 1 Year

• Answer incoming calls and respond to customer’s emails

• Management and resolve customer complaints

• Sell Vodacom cellular contracts and update customer information in the computer system

• Identify and escalate issues to supervisors

• Provide product and service information to customers

• Route calls to appropriate resources

• Document all call information according to standard operating procedures

• Follow up customer calls where necessary

• Upsell products and services

Position: Sales Agent

Astrall Group 6 Months

• Answer incoming calls and respond to customer’s emails

• Management and resolve customer complaints

• Sell holiday vouchers and update customer information in the computer system

• Identify and escalate issues to supervisors

• Provide product and service information to customers

• Route calls to appropriate resources

• Document all call information according to standard operating procedures

• Follow up customer calls where necessary

• Upsell products and service

Position: Customer Service Agent

Cell C Call Centre 2 Years

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

• Building lasting relationships with clients and other call centre team members based on trust and reliability.

• Utilizing software, databases, scripts, and tools appropriately.

• Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service.

• Making sales or recommendations for products or services that may better suit client needs.

• Taking part in training and other learning opportunities to expand knowledge of company and position.

• Adhering to all company policies and procedures. Position: Customer Service Agent/ Technical Support Call Centre International 2 Years 1Month

• Manage large amounts of inbound and outbound calls from the United Kingdom in a timely manner

• Follow communication “scripts” when handling different topics

• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

• Seize opportunities to upsell products when they arise

• Build sustainable relationships and engage customers by taking the extra mile

• Keep records of all conversations in our call centre database in a comprehensible way

• Frequently attend educational seminars to improve knowledge and performance level

• Meet personal/team qualitative and quantitative targets EDUCATION

• National Senior Certificate (Matric): Lakehaven Secondary School, 2012 Subjects

IsiZulu 1st Additional Language English Home Language Mathematics Literacy Hospitality Studies

Business Studies Life Sciences

Life Orientation

• Currently Studying: Higher Certificate in Economics and Management Sciences Current Modules

English for Academic Purposes Commercial Law IA

Business Management IA Basic Numeracy

Introductory Financial Accounting

SKILLS ACQUIRED

• Interpersonal skills: Interacting with people throughout my working world made it much easier and much better to approach and communicate effectively. I’m a great team player and relate very well with people an ultimate people’s person.

• Attention to detail & Time management: This skill in aviation industry was definitely enhanced due to the sensitivity of the environment and intensity. Security is a major thing so I became more aware and highly accurate with detail. I totally learnt more and definitely a great time keeper due to working in the aviation industry

• Project Management and Facilitation: Throughout my career I had to manage projects in a small scale from managing church teams then as a brand ambassador had to manage my team members from time to time.

• Client Centric & Customer Service: Being centred and focused on the client’s needs has been a skill that has become the most important in my career. The client is always the main priority my duty is to ensure their needs are met over and above their expectations.

• Computer Literacy & Numeracy: Through my studies I have managed to acquire these skills and I am both proficient and competent in these areas.

• Communications skills: I am fluent in 3 African Languages and am familiar with various channels of communication in the workplace. Also, I am able to express myself clearly.

• Administrative and problem-solving skills: Working with people for more than 5 years has exposed be to this daily. An aspect I had to deal with in many areas throughout my work career and have acquired the skill to solve problems as quick as I can and as effectively and efficiently.

REFERENCES

• Mr Sbonelo Dlamini Team Leader AfriZone 062*******

• Mr Junaid Nadioo Supervisor Astral Group 072*******

• Mrs Nosipho pearl Timber Team Leader Cell c Call centre 062*******

• Mr Siphamandla Sithole Supervisor Call centre International 083*******

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