Customer Service Services Advisor

CURRICULUM VITAE OF

Tshiela Exaucee Mukanya

PERSONAL DETAIL

Full Names: Tshiela Exauce Mukanya

Date of birth: 1995/09/27

Nationality: South African

ID Number: 950**********

Race: Black

Gender: Female

Marital Status: Single

Contact Number: 067-***-****

E-mail Address: *******.************@*****.***

Language Proficiency:

English

French

My Description: I am a hard-working individual, a team player, able to handle pressure and I can prioritize. I can multitask and communicate effectively with people. In addition, I am an honest person, self-motivated and I can adapt easily to any situation. I enjoy assisting people.

EDUCATION HISTORY

Qualification School Date Completed

Matric Die Hoerskool Hendrik Verwoerd 2014

Subjects

English Home Language

Afrikaans First Additional Language

Mathematics

Life Orientation

Life Science

Physical Science

Tourism

Working Experience:

Company: Capability BPO

Position: Customer Service

Team Leader: Andrew Everton

Reference: 074*******

Duration: Oct 2021-Present

Duties And Responsibilities

Assist customers with placing their online order on our platform Offer credits or refund for items that are missing or damaged and also any wrong items received and poor replacements

Assist customers with cancelling their orders, subcriptions and deactivaing accounts

Providing customers with the best resolution at the end of each call to improve our customer service experience

Escalate any fraudulent activities to our specialist department for further investigating

Company: Capita

Position: Customer Service

Team Leader: Charnelle Cupido

Duration: November 2020 - May 2021

Reason for leaving: Resign

Duties And Responsibilities

Assisting customers with their network issues such as calling issues, signal issues, messages etc

Providing customers with detailed explanations in regards to their statement Assisting Customers with sim swap, number change, and number port-in (from one service provider to our network-O2)

Capturing customer’s personal details on the system such as: banking details Assisting customers with advance credits, and also resolving in regards to data issues and other related queries.

Company: Expat Explore

Position: Administration

Team Leader: Vee

Reference: 079-***-****

Duration: 1 Month 2020

Reason for leaving: Retrenchment due to COVID-19

Duties And Responsibilities

Request from each client to send their Important Passenger Information via email for the tour their booked with Expect Explore Saving our clients’ personal details on our Travelling sheets, on the system. Example: Name, Age, Gender

Ensuring that each passenger had provided all their impotant document for each specific tour, nine days before the tour. Example: Traveller Insurance Inform customers via email about our criteria, and informing our special passengers’ such as, disable passengers, elderly passengers and younger passenger about how the tour would affect them as individuals Arrange rooming for our clients before they get to the tour and group travelling arrangement

Answering calls from clients regarding travelling queries Company: Webhelp

Position: Customer Service

Team Leader: Ryan Kindsley

Reference: 066*******

Duration: May 2018 - June

Reason for leaving: Secondment

Training customer service advisors to gain knowledge and understanding regarding processes and the system

Side-by-side coaching with customer services advisor to ensure that an individual is fully able to take ownership of the calls and provide accurate information

Assist Team Leaders with Timesheets when necessary and have team meetings Listen to calls and provide feedbacks with every single individual Maintain and control the advisors behaviors and their attitudes on the floor and towards each other

Establish a solid learning technic to help advisors develop a good customer services skills

Company: Webhelp

Position: Customer Service

Track & Trace - Specialist Department

Duration: 2Year 7Months (October 2016-

May2019)

Reason for leaving: Relocated

Duties And Responsibilities:

To further track & trace the missing item that were not delivered to our customers.

To track & trace items that were not returned back to our return depot from the customers.

To investigate further on the customer’s account, when other departments raise a delta in our department.

To communicate with our customers effectively via emails, and to resolve all their queries.

To be able to manage high value of calls and to resolve each single queries in a short period of time.

To be able to distinguish the query and resolve it effectively and to multi-task rapidly.

To communicate with our carriers telephonically or via email, by chasing over our customers’ deliveries.

To maintain a professional and up-skilled customer service with all UK customers

Company: Webhelp

Position: Customer Service

Team Leader: Wakes

Duration: 3 Months (October 2015 – January 2016)

Reason for leaving: Studies

Duties And Respondings:

To manage large amounts of inbound calls in a timely manner Identify customer’s needs, clarify information, research every issue and provide solution and/or alternatives.

Seize opportunities to up sell products when they arise. Frequently attend education seminars to improve knowledge and performance level.

Meet personal and team qualities and quantities targets. Make customer feel safe, secure and trust you via the telephone in order to get their personal details e.g (Full names, Account detail, etc) To assist customer effectively regarding the products and their related queries To achieve the best Customer Service to all our customers To maintain a good customer service experience

Company: RCS Group

Position: Outbound Customer Service

Team Leader: 069-***-****

Reference: Zeenat

Duration: 4 Months (May 2015 – August 2015)

Reason for leaving: Contract expired

Duties And Responsibilities:

Meeting daily, weekly and monthly targets and solve all sales related queries Introduction the benefits of RCS, Macro and Games Credit cards To convert every leads provided by the company into a sale Follow the communication script when handling different situation To manage large amounts of outbound calls in a timely manner To build a sustainable relationship and engage with customers by taking the extra mile

To keep records of all call back in our system if necessary Making the customer feel safe, secure and trust you via the telephone in order to get their personal details e.g (Full names, Account details, etc) To persuade customer to do quotations telephonically. Capturing Customers details accurately

Contact this candidate