Call Center Agent

CARRICULUM VITAE

Of

Nomsa Khumalo

Personal Details

Name : Nomsa Khumalo

Cell No. : +27-60-696-**** or +27-73-664-****

Nationality : South African

ID : 900**********

Address : ** ****fields Waterfall Midrand, Johanneburg, South Africa

E-Mail Address : **************@*****.***

Career Objectives

To select a dynamic organisation that values academic and professional preparation, commercial experience, loyalty and dedication to company growth

Having identified the optimum organisation to hone and develop my career path, contributing beyond my immediate areas of expertise to overall company objectives

To achieve a pinnacle role in my specific areas of interest – leading the vital areas of Customer Relationship Management, Business Administration, and General business management

My ultimate ambition is to head a respected and leading organisation, driving and steering the group through business challenges

My aim is to breath and live the Vision, Mission and Values of the organisation in which I play a key role

I aim to make a positive difference to any organization that I work for and my profession

Career Values

Integrity – ensuring that everything I do and everything that is undertaken by those under my guidance, is undertaken with utmost honesty, consistency and truth and is based on sound principles and values

Respect – ensuring that I treat people with dignity and care and assume a learning approach – however humble my interactions, there is always something that can be learned from respectful interaction. To always engage with and treat people as I would like to be treated by them

Empowerment – in our South African scenario of change, to ensure that I contribute towards creating opportunities for those who have been historically disadvantaged, especially the youth.

Professionalism – quality, dignity, capability, planning and image are essential to the way in which I operate as an ambassador of the organization that I work for.

Career Profile

In my varied positions, I am proud of the evaluations and feedback that I have received. Over the years, I have proved the following:

I am an effective, highly motivated and results orientated individual, who values workplace and academic learning

I am a great believer in loyalty to one’s employer. I care deeply for redress and for growing the value of the individuals in my team

An energetic and highly motivated individual who gives whole-hearted commitment to given tasks

I am a calm, resilient, encouraging my colleagues when we encounter challenging situations

I am a thorough and well organized individual, who displays initiative, is decisive and communicates effectively

Personal Insights

My passions include:

Reading Business Magazines

Watching movies

Networking

Travelling

Reading Health Magazines

Work-life balance is important to me and being involved in both my siblings lives and in that of my community, is essential

Educational Qualifications

Diploma in Film Making – Completed 2015

Certificate – End User Computing – Completed 2013

Certificate in Chemical Engineering – Completed 2012

Certificate- Call Center Completed 2016

National Certificate – Contact Center Completed 2018

Cuurent studies- National Diploma in Call center Management

Matric Certificate – Completed 2008

Technical Proficiencies:

Microsoft Word

Microsfot Excell

Microsoft Powerpoint

SAP

Adobe Premiere

Final Cut Pro

Operating Panasonic Digital cameras

Operating Sony HD 550 cameras

Operating V1 HD cameras

Additional Strengths:

Excellent Team leader

Excellent Communication skills

Excellent writing skills

Enthusiastic and creative.

Ability to meet deadlines and objective

Understand budgeting processs

Work well under pressure

Employment History

1.I- Talk

Duration: 1 October 2018 – Current

Job Description: Team Leader- Call Center (Absa Bank inbound and outbound calls)

Managing a team of 18 Call Center Agents

Resolving escalated customer complaints

Allocating targets for query resolution

Training new Call Center Agents

Performance Managenent of Call Center Agents

Managing Call Center Agents attendance and call targets

Outbound Calls allocation to Agents

Assisting Agents in solving difficult client enquiries

Producing monthly reports on Team performance, resolved queries, outstanding queries and Training schedules.

2.I - Talk

Job Title: Call Center Agent

Duraion: April 2016 – 30 September 2018

Job Description:

Answer incoming calls and respond to customer’s emails

Management and resolve customer complaints

Sell products and place customer orders in the computer system

Identify and escalate issues to supervisors

Provide product and service information to customers

Research required information using available resources

Research, identify, and resolve customer complaints using applicable software

Process orders, forms, and application

Route calls to appropriate resources

Document all call information according to standard operating procedures

Recognize, document, and alert the management team of trends in customer calls

Follow up customer calls where necessary

Upsell products and services

Complete call logs and reports

Other duties as assigned

3.South African Post Office

Job Title: Call Center Agent

Duration: January 2012 - March 2016)

Responsibilities:

Handling of customer enquiries regarding parcels,mail,and other enquiries

Answer incoming calls and respond to customer’s emails

Management and resolve customer complaints

Sell products and place customer orders in the computer system

Identify and escalate issues to supervisors

Provide product and service information to customers

Research required information using available resources

Research, identify, and resolve customer complaints using applicable software

Process orders, forms, and application

Route calls to appropriate resources

Document all call information according to standard operating procedures

Recognize, document, and alert the management team of trends in customer calls

Follow up customer calls where necessary

Upsell products and services

Complete call logs and reports

Other duties as assigned

4.Bonngoe TV

Job Title: Production Assistant –Intern

Durtion: January 2011 – December 2011

Job Descripton:

Koze Kuse

Responsibilities:

Call sheets draft

FCC sheets

Music Cue sheets

Stripes

Offline Editing Radio meets TV

Watching the playout

Digitizing

Mzansi Insider

Junior Assistant Editor

Digitizing

Updating time codes

Making Moves

On set runner

References:

Will be provided upon request

Contact this candidate