Switchboard Operator Service Consultant

CURRICULUM VITAE

Of

MAPULANA SALAMINA TEFFO

Personal Details

SURNAME : Teffo

NAMES : Mapulana Salamina

ADDRESS : **** ******* ******, ****** ***

P.O Kwa-Xuma 1868 Soweto

CONTACT NUMBER : 072-****-***

E-MAIL ADDRESS : **********@*****.***

NATIONALITY : South African

IDENTITY NUMBER : 900**********

SEX : Female

MARITAL STATUS : Single

HOME LANGUAGE : Tswana

OTHER LANGUAGES : English; Zulu; Sotho

Educational Qualifications

SECONDARY EDUCATION

HIGH SCHOOL : Thabo Secondary

HIGHEST STANDARD PASSED : MATRIC (GRADE 12)

YEAR COMPLETED : 2007

SUBJECTS :

English

Mathematics

Science

Business Economics

Economics

Travel & Tourism

Setswana

Skills

Good communication and listening

Good keyboarding and touch typing (30-35 wpm)

Good computer skills (ms word, ms excel, ms access 2003/2007)

Internet and e-mail (Good writing skills)

Attention to detail

Work Experience

HUGO BOSS (OR TAMBO INTERNATIONAL

PERIOD : January –June2010

POSITION HELD : Sales Assistance

DUTIES AND RESPONSIBILITIES

Point of Sales (Cashier)

Assisting customers on buying clothing

Merchandising

House keeping

REASON FOR LEAVING : Part time

(DEPARTMENT OF HOME AFFAIRS

PERIOD : September 2010- June 2013

POSITION HELD : Customer Service Representative

DUTIES AND RESPONSIBILITIES :

Assisting clients with queries such as id, passport etc

Calling clients to settle queries or outstanding issues

Data capturing (Logging calls and queries)

Solving client’s queries

Escalating of calls to head office

Updating clients back with response from Head Office.

Email enquiries

MULTICHOICE

PERIOD : June 2013- July 2014

POSITION HELD : Customer Service Representative

DUTIES AND RESPONSIBILITIES

Assisting clients with technical queries

Opening new accounts

Data capturing (Logging calls and queries)

Assisting with product and services (general information)

Assisting clients with their account queries

Handling irate customers

Debits and Credits

ISILUMKO (ABI)

PERIOD : 27 August 2014- February 2016

POSITION HELD : Customer Relationship Representative (inbound and outbound)

DUTIES AND RESPONSIBILITIES

Placing orders for customers on SAP

Assisting customers with their account queries

Conducting telesales

Internal sales, phoning existing customers for weekly/monthly orders

Up selling and cross selling

Email, fax, SMS Enquiries

Data capturing

Complying with quality standards

Handling customer queries and complaints

TELESURE GROUP SERVICES

PERIOD : 2016/11/01 to 30/04/2018

POSITION HELD : Switchboard Operator

DUTIES AND RESPONSIBILITIES

Answer incoming calls, greeting callers, providing information, transferring calls

Taking messages as necessary

Capturing tracker certificates on the customers policies

TELESURE GROUP SERVICES

PERIOD : 01/05/2018 to 30/10/2020

POSITION HELD : Previous Insurance Check Consultant

DUTIES AND RESPONSIBILITIES

Capturing of trackers, and inspection certificates on the customers policies

Assisting insurance companies with insurance history information for our previous clients.

Responding to emails on office automation.

TELESURE GROUP SERVICES(FIRST FOR WOMEN)

PERIOD : 01/11/2020 to current

POSITION HELD : Customer Service Consultant

DUTIES AND RESPONSIBILITIES

Customer Service

Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Customer Needs Clarification

Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Customer Management

Help manage customers by carrying out standard activities.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

Enter customer name and address into the CRM system at point of purchase to ensure that the organization has the relevant information to support follow-up sales and service actions.

Performance Management

Prioritize own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance and KPIs.

Personal Capability Building

Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

References

Available on Request.

Contact this candidate