Call Centre Customer Service
Resume:
CURRICULUM VITAE
STELLA NTOMFUTHI GUMEDE
Candidate profile
I have completed two learnerships with Afrox, Contact Centre and Business Administration.
This has given me the tools and knowledge to be versatile in my job and adapt easily.
My current role is Telephone Account Representative. My focus in this role to manage a delegated customer base throughout the end to end order management and sales management process.
I have the following Business skills:
Contact centre:
-Capture incoming orders from customers
-Prepare quotations
-Provide customers with account document requests.
-Capture returns and faulty cylinders.
Telesales:
-Facilitate the journey for new customers by preparing and assisting customers with the new accounts process.
-Facilitate the customers first purchases so that the customer can become easily accustomed to our business processes.
-Prepare pricing discounts to secure new sales. (within a matrix)
-Manage customers during the end to end order management process.
-Outbound campaigns designed to meet specific business requirements (e.g.: Contacting customers that have not purchased from Afrox for a certain period).
I have the following competencies:
-Time management
-Ability to work independently or in a team.
-Proven sales experience.
-Customer service skills
System skills:
-Microsoft Excel
-Microsoft Word
-Microsoft PowerPoint
-Microsoft Outlook
-Avaya Telephony system
-SAP
-Exsol
-Sales Force.Com
-Mobile pricing
-PC3
PERSONAL PROFILE
Surname
Gumede
First Name
Stella Ntomfuthi
Residential Address
5607 Makhubalo Street
Zone 12
Sebokeng
1983
Contact Details
Work: (011-***-****
Cell: 063-***-****
Email: ******.******@*****.*****.***
Date of Birth
14 August 1982
Identity Number
Nationality
Driver’s licence
South African
Code B
Languages
English / IsiZulu
Marital Status
Single
EDUCATIONAL PROFILE
School Attended
Katleho Secondary School - Sebokeng
Highest level of Education
Matric 2000
Subjects
IsiZulu 1st Language (HG)
English 2nd Language (HG)
Afrikaans (SG)
Economics (SG)
Business Economics (SG)
Geography (SG)
Achievements
School Debate Team Leader
EDUCATIONAL PROFILE (continued)
National Certificate Contact Centre Support NQF 2
Working in a contact Centre
Instil in myself a personal Contact Centre Culture
Work as a member of a team
Contribute to a diverse working environment in a Contact Centre
Customer Service Skills
Collect and record information queries and requests from customers
Identify and respond to customer needs in a contact centre
Provide information to customers in a contact centre
Handle a range of customer complaints in contact centres
In-bound and outbound Contact Centre Skills
Apply in-bound contact centre operations within a commercial environment
Apply out-bound contact centre operations within a commercial environment
Operational Skills
Meet performance standards within a contact centre
Input data received unto appropriate packages within a contact centre
Gather and provide relevant information to contribute to contact centre
Problem solving
Verbal and communication
Maintain and adapt oral/signed communication
Write/present for a defined context
Access and use information from texts
Use language and communication in occupational programmes
Numeracy and Mathematical Fundamentals
Use mathematics to investigate and monitor the financial aspects of
Personal and community life
Demonstrate understanding or rational and irrational numbers and number
Systems
Identify, describe, compare, classify, explore shape and motion in 2-and 3-
Dimensional shapes in different contexts
Apply basic knowledge of statistics of probability to influence the use of data
and procedures to investigate life related problems
Work with range of patterns and functions and solve problems.
National Certificate Business Administration NQF 4
Communication 2nd Language
Interpret and use information from texts
Accommodate audience and context needs in oral communication
Write texts for a range of communicative contexts
Interpret a variety of literary texts
Communication 1st d Language
Engage in sustained oral communication and evaluate spoken texts.
Write for a wide range of context.
Use the writing process to compose texts required in the business environment.
Read analyse and respond to a variety of texts.
Numeracy / Mathematical Literacy
Use mathematics to investigate and monitor the financial aspects of
personal, business, national and international issue.
Apply knowledge of statistics and probability to critically interrogate and
effectively communicate findings on life related problems.
Measure, estimate & calculate physical quantities & explore, critique & prove
geometrical relationships in 2 and 3-dimensional space in the life and workplace
od adult with increasing responsibilities.
Personal Effectives
Achieve personal effectiveness in business environment
Work as a project team member
Comply with organisational ethics
Display cultural awareness in dealing with customers and colleagues
Office Management
Apply efficient time management to the work of a department
Develop administrative procedures in a selected organisation
Manage administration records
Present information in report format
Analyse new developments reported in the media that could impact on a
business sector or industry.
Office Management Skills (2)
Describe and assist in the control of fraud in an office environment
Apply the budget function in a business unit
Describe and apply the management of stock and fixed assets in a business unit
Manage service providers in a selected organisation
Contract service providers
Electives
Apply a range of project management tools
Implement project administration processes according to requirements
Tertiary Studies
Cornerstone HR – Randburg (2005)
Call Centre training
History and Development
Customer Service
Interview Techniques
Practical call Centre
Handling Inbound and Outbound calls
Computer Training
Intro to MS windows
Microsoft Word
Outlook Express
Internet explorer
CURRENT EMPLOYMENT HISTORY
Name of Company
Afrox/Webhelp
Position
Telephone Account Representative
Responsibilities
Continually growing sales with new and existing customers through maintaining regular and proactive interactions.
Proactive planning of telephonic contacts with customers to resolve outstanding issues, identify opportunities, ensure that the correct service levels are applied and monitor the progress against plan.
Teaming with and supporting the sales force to affect a coordinated sales effort in appropriate accounts.
Acting as a back-up to Customer Support Advisors where necessary, especially regarding debt management and customer assets.
Providing customers with necessary information to ensure that their needs are fulfilled so they can make informed decisions.
Processing order requirements received during the customer interactions.
Providing feedback information to the marketing department on expressed customer views on the company’s products and services.
Maintaining and updating the customer call management system and ensuring an appropriate level of product, market sector and field knowledge.
Managing end to end customer processes relating to Industrial products.
Maintaining an allocated account base to ensure customers are retained by coordinating all order activities, preparing quotations with an agreed manual pricing discount, arranging stock for urgent deliveries, customer enquiries and customer complaints.
Conducting customer focussed outbound call campaigns to meet a specific target. E.g.: Campaign to convert customers to our online store or Campaign to reach out to customers that have not purchased from the company for a period.
Ease of business: ensuring that new customers have the necessary support to open their accounts by facilitating document requests and providing feedback to customers throughout the process.
Assisting Sales representatives and managers to provide a support structure for their critical customers.
Get new business, create Deals and Contracts for the customers.
Load prices on the customer’s account and get them approved by the relevant department.
Name of Company
Afrox Germiston NCSC 01 March 2016 - 30 November 2017(Learner)
Servest
Afrox Vanderbijlpark Branch (June 2003 – 2006)
Afrox Vereeniging Branch (2006 – 29 February 2016)
Position
Cleaner
Responsibilities
Responsible for general cleaning of the Afrox Branch.
Ensure high standards are kept regarding cleaning and hygiene
Refreshments to be served for visitors
Personal Development within Afrox
Attend to telephonic client enquiries.
Assist walk-in customers at the branch with their welding needs.
Process orders on the system and complete relevant documentation.
Create quotations on SAP for customers.
Check stock availability for customers at various branches on SAP.
Assist with and refer account enquiries to the Customer Service Centre for resolution.
Complete daily banking activities.
Filing and record
General administrative duties
Stock control
oAssist with stock taking
oOrder new stock,
Adhere to SHEQ (safety) policies and procedures,
Merchandising,
oShelve display,
References
Linda Nkuta
Internal Sales Account Manager
Cell: 084-***-****
Dirkie Welman
Account Manager Light Industries Gauteng
Tel: 071-***-****
Contact this candidate