Call Centre Service Consultant
Resume:
CURRICULUM VITAE
EMELDA THOPE MPEMBE
Marimba Gardens Vosloorus Ext 9
1475
Contact Number: 064-***-****/ 011-***-**** (h)
Identity Number : 910-***-**** 080
Nationality : South African
Marital Status : Single
Home Language : Zulu
TERTIARY EDUCATION
Institution : Oxbridge Academy
Course : Occupational Health and Safety
Duration : 1 Year
Year : February 2021
Institution : HASLAC
Course : First Aid Training
Duration : 2 Days Training
Year : November 2018
Institution : HASLAC
Course : Fire Fighting
Duration : 2 Days Training
Year : November 2018
Institution : Moonstone
Course : FICA Awareness Training Awareness
Duration : 3 Months
Institution : Keyboard College
Course : Secretarial & Business College
Duration : January – December 2010
: Diploma in Secretarial
Subjects : Office Practice (Level 1 & 2)
Bookkeeping & Accounts (Level 1 &2)
English for Business
Communication (Level 1 & 2)
Microsoft Excel (Level 1&2)
Microsoft Word (Level 1&2)
Microsoft Outlook
PowerPoint
Institution : Cornerstone
Course : Call Centre & Customer Services
Duration : One year
MODULE 1
MODULE 2
MODULE 3
MODULE 4
MODULE 5
CALL CENTRE OVERVIW
SERVICES UNDERSTOOD
COMMUNICATION BASICS
CALL CENTRE STRUCTURE
TELEPHONE TECHNIQUES
SERVICE PRINCIPLES
CALL CENTRE SERVICE STANDARDS
COMMUNICATION BARRIES
CALL CONTROL
COMPLAINTS MANAGEMENT
BUSINESS OBJECTIONS
BUSINESS PRINCIPLES
COMMUNICATION STYLES
INTRODUCTION
MESSAGE MANAGEMENT
SERVICE BENCHMARKS
COMMUNICATION SKILLS
BODY
CONCLUSION
Module 6 : Sales Consultation
Module 7 : Debtors Consultations
Module 8 : Microsoft Word
Module 9 : Microsoft Excel
Outlook and PowerPoint
SECONDARY EDUCTION
Institution : Katlehong Technical High
Highest Standard Passed : Senior Certificate
Subjects : English, Afrikaans, Setswana, Mathematics
PERSONAL SKILLS
- Ability to work in a team,
- Management Skills, Prepared to learn and Communication Skills
- Hard worker, Fast learner
WORK EXPERIENCE
Company : Salt Employees Benefits
Position : Client Service Consultant
Contact : (011-***-****
Duration : 5 years
Position : Call centre agent
Duration : 2 years
DEATH CLAIM CLIENT SERVICE DUTIES
: Answering inbound calls for death claim
: Giving advice to the beneficiaries
: Follow up on claims death claims
: Requesting outstanding death claim documents
: Creation of workflow
: Provide beneficiaries with proof of payment
: Updating death claim spread sheets
: loading resolutions
: updating details on Everest
: Assessing the claim files
Position : Quality assurance administrator
Duration : 08 Months (January 2015- October 2015)
CALL CENTRE DUTIES
: Answering inbound calls
: Answering of email
: Giving advice to the members of their provident fund
: Follow up on claims
: Processing of withdrawal and death claims/documents
: Creation of workflow
: Request outstanding documents
: Provide members with benefit statements
: Provide members with proof of payments
: Giving member’s feedback
: Provide members with salary extracts
: Provide members with benefit schedules
: Provide walks with feedback
Position : Death Claim client service agent
Duration : 07 Months (June 2014-December 2014)
QUALITY ASSURANCE ADMINSTRATOR
: Assessing the members forms
: Verify Sanlam checklist
: Verifying house loans and indebtedness
: Correct Everest records where applicable
: Bank account holder verification
: Creating workflows
: Load member note on Everest
: Investigate whether rebuild contributions have
Been duplicated
: Verify if there are contributions after DOX
: Delegations of claims
: Delegation of emails to the call centre agents
: Escalations
Currently working
Company : Sydwalt
Position : Office Administrator / Business Development Assistance
Duration : 7 Months
OFFICE ADMISTRATOR DUTIES
: Coordinate office activities
: Operations to secure efficiency and compliance to company policies
: Supervise administrative staff and divide responsibilities to ensure performance
: Manage agendas/travel arrangements/appointments etc. for the upper management
: Manage phone calls and correspondence (e-mail, letters, packages etc.)
: Support budgeting and bookkeeping procedures
: Create and update records and databases with personnel, financial and other data
: Track stocks of office supplies and place orders when necessary
: Submit timely reports and prepare presentations/proposals as assigned
: Assist colleagues whenever necessary
BUSINESS DEVELOPMENT ASSISTANCE DUTIES
: Manage calendar, meetings & communication for the Business Development team.
: Check, and expand client database and key contact information.
: Create, organize, disseminate, and proof communication, presentation and documentation.
: Identify Tenders, locate documents, and arrange for site visits
: Compile Tender document
REFERECES
Company : Avon Justine
Position : Sales representative
Duration : 1 Year
Company : PICK N’ PAY
Position : Stock Taking
Duration : 4 Months
Company : KHANYA COLLEGE
Position : Receptionist
Contact : (011-***-****
Duration : 6 Months
Company : SANCA
Position : Receptionist
Duration : 3 Months
Company : Foschini
Position : Customer Care and Sales Consultant
Contact : (011-***-****
Duration : 1year 2months
Company : Sydwalt (Pty) Ltd
Position : Office Administrator / Business Development Assistance
Contact : (010-***-**** / 073-****-***
Duration : 8 Months
Company : Sydwalt (Pty) Ltd
Position : Director
Contact : (010-***-**** / 073-***-****
Duration : 8 Months
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