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Call centre agent, customer service

Johannesburg, Gauteng, South Africa
October 14, 2021

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C*** Extension *, Thubelihle Street, Diepsloot, Johannesburg, 072-***-****, PROFESSIONAL SUMMARY

I am doing my second year in Bcom Transport and logistics (part time). I have a Diploma in International Travel and a certificate in Call Centre, with strong customer service experience. Working as a Call Centre Agent and later getting a promotion to being a Dividend Preparations Specialist has also helped me gain a lot of experience in the financial sector.

I am dependable and recognized for consistency in productivity and attendance while exhibiting a positive attitude in light of challenging situations. I exhibits exemplary work ethic and willingness to learn new processes and techniques which enhance business and team efforts. SKILLS

• Attention to detail • Dependable • Excellent communication abilities

• Multi-tasking and negotiation • Housekeeping and maintenance EXPERIENCE

Dividend Preparations Officer September 2017 – March 2021 Computershare South Africa Johannesburg, Gauteng I started as a Customer Service Call centre agent; I also assisted with Switchboard and the walk-in centre for 3 years. I later moved on to dividend preparations where I do the following:

• Set up dividend parameters

• Calculate amount required for all the payments and prepare a funding letter to send to the company advising them how much we need to make payment.

• Verify that the shares balance to the declaration

• Run dividends

• Prepare payment memorandums and send them to the finance department so they can make payment

• Create memorandums so that payment advise slips can be sent to all shareholders receiving a dividend.

• Build the dividend so it can reflect on the system

• Prepare dividend registers to send to the company.

• In a case where there is an international payment, prepare TT and send to the bank.

• Sign and hand over the file.

From February 2014- September 2017

• Assist shareholders with inquiries relating to their share portfolio

• Do telephonic updates with regards to banking details, address details and communication details • Advise on FICA requirements, STRATE requirements and other requirements relating to update share portfolio E.G Estate late, transfer of share, dematerialising of share certificates etc.

• Assist with all inquiries relating to dividends of share, what dividends are and how to request for outstanding dividends.

• Assist with corporate events in companies, advice what the events is about, confirm due dates, provide banking details for rights offers and request for letter of election forms.

• Assist at switchboard and in the walk-in centre

• Assist with cheque and payment confirmations

• Do the call centre bucket

Call Centre Agent Customer Service April 2013 - February 2014 Merchants Vodacom Johannesburg, Gauteng

• Take incoming calls

• Acknowledged customer issues and assist effectively

• Each customer issue had to be resolve within 30 seconds and customers had to rate the service to insure the levels of service received from each agent is excellent. Sales Assistant March 2012 - January 2013

TFG Sport Scene Johannesburg, Gauteng

• Assist clients at the till with making payments (POS System).

• Assist clients with closing and opening accounts.

• Make deposits at the bank after cashing up.

• Filling, faxing and copying.

• Stock taking. and housekeeping.


Diploma in International Travel May 2011

College Campus, Johannesburg, Gauteng

I completed the following modules:

• Domestic and International Fares and Ticketing

Main Functions

• Introduction to personal Computing

• South African Travel Products and Operations

• Tourism Business Management

• SA tourism

• Wholesale Industry *

• experiential Learning *

• Business Communications

• Cyber Travel *

• Developing and Promoting Destinations and Attractions *

• International Destinations

• Product Development

• Sales Management

• Travel Management *

• Travel Marketing A and B*

• Work Integrated Learning*

I received the following additional certificates:

• BSP Overview Certificate

• IFAT External Certificate

• GALELIO Certificate

• ProBeta – Money Laundering and FICA certificate

Call Centre Certificate April 2013

Harambee Youth Employment Accelerator, Johannesburg, Gauteng REFERENCES

Name: Warren Flinn

Relationship: Call Centre Manager (Computershare Investor Services) Contact Details: 011-***-****

Name: Bongani Mahlaba

Relationship: Team Leader (Merchants Vodacom)

Contact Details: 011-***-****/072-***-****

Name: Tshepo/Lynne

Relationship: Bridging Manager (Harambee)

Contact Details: 078*******/073*******


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