Siyabulela Ayanda Thembani
English, Sotho, Xhosa, isiZulu
adq2zb@r.postjobfree.com
Education
Senior Certificate – Grade 12, Senaoane Secondary School Year Completed 2003
Subjects – English, Xhosa, Economics, Business Economics, Accounting Job Management /Administration
Result driven and ability to manage high volumes of workload
Proven record in meeting and exceeding targets within the call centre department as per performance contract
Researched and analytical minded
Innovated way of doing things in order to enhance customer service Communication
Computer literate – Systems: Bim5
Microsoft package (MS Word, MS Excel, MS Access, MS Outlook, MS PowerPoint, Internet and Email) M5 sports
Filing & organisational skills; Teaching basic computer skills to new recruits; Microsoft package
Typing, scanning & faxing handle confidential & sensitive customer information. Smollan Group (Massmart July 2015 to date)
Systems: AS400, Radical, Nexus
Duties
Customer services
Answering Calls in given SLA time 24 hours and allocations.
Dealing with consumer complaints and product enquiries
Handling emails sent from the client 3rd part customer service call centre.
Assistance with Trojan Health equipment enquiries
Handling and Escalating Customers Queries Maintained customer records by updating account information Requesting spares quotation for customers via email to service centres for various products Logging calls to service centres and booking call outs on behalf of the customer Escalating complaints to Brand managers and complaints manager Sourcing products for customers from retail stores and providing feedback Making follow ups and Providing feedback to customers on escalated queries Receiving and attending to customers queries via email Booking repairs for customers to services centres for various products
Achievements
Top Performer for May 2016 and July 2016.
Top Performer for February 2017
Top Performer for May 2017, December 2017
Top Performer for April 2018
Top Performer for May 2018
Top Performer for July 2018
Top Performer for August 2018
Top Performer for September 2018
M5 Sports Group (Oct 2010 to May 2015)
Duties
Customer services
Answering Calls in given SLA time 24 hours and allocations.
Dealing with consumer complaints and product enquiries
Handling emails sent from the client 3rd part customer service call centre.
Assistance with Trojan Health equipment enquiries
Pricing for spares
Manual requests
New product list
Regional Call Allocations
Capturing of customer data
Logging and assigning technicians to different premises
Dealing with store enquiries and complaints
Logging of Store Stock Repairs and Demo Models
Handling all JHB regional Smollan job cards
Stock control & management, help in processing cash and card payments balancing cash registers with receipts, dealing with customer refunds.
Systems: Bim5, Microsoft package (MS Word, MS Excel, MS Access, MS Outlook, Adobe Internet and Emails Response Telemarketing Service AIG – Inbound & Outbound Call Centre Agent (July 2007 –Dec 2009 )
Making Outbound call to businesses and clients to do surveys
Consumer study on products
Opening of customer accounts by recording account information
Maintaining customer records by updating account information
Recommending potential products or services to manage by collecting customer information and analysing customer needs
Period 30 months
Reason for leaving ( 2year Contract project Ended) Systems: Microsoft package (MS Word, MS Excel, MS Access, MS Outlook, Adobe) Contact person – Lettie Molokomme (Uni-Source) Administrator Contact no. – 011-***-****
Contact person – Petrie Barnard (M5 Sport Group) National Admin Manager Contact no. – 011-***-**-**/ 082-***-****
Contact person – Njabulo Masuku (Smollan group) Supervisor Contact no: 083*******
BEHAVIOURAL COMPENTENCIES
Adaptable.
Empathy
High Tolerance for Routine
Client Centricity
Eloquent Verbal Communication
Ability to integrate into a team orientated environment
Problem Solving
Self Motivated
Highly Focused
MOTIVATION
I am an extremely hard-working individual who is performance driven Results orientated and well disciplined
Fast learner and adapt easily
I am very motivated and am a good motivator.
I have excellent leadership skills and am a true believer in leading by example I believe myself to be a true asset to any organization taking me into their employ Career Objectives
To succeed in an environment of growth and excellence and earn a job which provides me with job satisfaction and self-development that also helps me achieve personal as well as organizational goals.