Inbound Call Customer Service

Name & Surname: Nokulunga C Mkhasibe

Personal Information

Email Address: ***********@*****.***

Mobile Number: +27-78-181-****

Residential Address: 60 Mlungu Circle, Umlazi 4066 Languages: English, Zulu

Age: 36

Gender: Female

Marital status: Married

Driver’s Licences: Code 8

Educational History

Qualification Name: Umalusi Senior Certificate (Grade 12) Name of School: Solvista Secondary School

Year Obtained: 2004

Subjects: English, Afrikaans, Accounting, Business Economics, Geography, Biology Qualification Name: Call Centre Training Course

Institution: Cornerstone

Completion date: 16 March 2007

Modules: Inbound Call Centre Training

• Telephone Etiquette

• Communication skills

• Interview Techniques

• Inbound Call Management

• Basic and Advance Customer Service

Computer Training

• Intro to MS Windows

• Microsoft Word

• Outlook Express

• Internet Explorer

Outbound Call Centre Training

• Sales Training

• Cross Selling & Up Selling

• Debt Collecting

• Negotiation & Assertiveness skills

• Questioning & Listening Skills

Qualification Name: Higher certificate in office administration Institution: Rosebank College

Completion Date: December 2015

Modules: Business calculations

• Business Communication

• Business Management 1A

• End User Computing

• Intro to Public Relations

• Interpersonal Skills

• Speedwriting

• Typing and Dicta typing

• Work Integrated Learning

• Intro to Human Resources

• Information Management

• Office Administration

Work Experience

Name of Company: Direct Channel Holdings

Position: Sales Agent (From April 2007 to August 2013) Duties: Selling insurance policies to new clients and existing clients. From September 2013 to January 2020

Name of Company: Direct Channel Holdings and Contact Centre International (CCI) Position: Quality Assessor (From September 2013 to January 2020 Duties: Assessing new sales

• Coach others

• trainer

• client queries

• deep checks and administration.

• Calibrations

Name of Company: Contact Centre International

Position: Back Office Administrator QA(From January 2020 – October 2022) Duties: Data capture.

• Auditing calls.

• Keep record of all files in the department

• Update list of files or requests received the client

• Follow up of call requests from the client

• Verifying.

• Handling client’s queries. Gathering Reports.

• Retrieving Data.

• Liaison with clients.

• Supply call recordings to clients.

• Supply Transcript.

• Keeping client’s information confidential.

Name of Company: All Life

Position: Quality Assurance (November2022 – Current) Duties:

• Assessing client applications

• Coach sales partners

• Client queries

• Deep checks

• Compliance monitoring

• Keeping track of the key industry trends

• Monitoring customer interaction

• Driving innovation and optimizing processes

• Ensuring quality standard is met

Skills

• Strong organisational skills.

• High level attention to details.

• Willingness to learn. Team player.

• Ability to work minimal supervision.

• Telephonic skills.

• Time management skills.

• Excellent Technical skills.

• Statistical Analysis.

• Leadership skills.

• Problem-solving skills.

• Good communication and listening Skills.

References

Name: Ryan Gosling

Position: Team Manager

Contact: 081-***-****

Name: Nomthandazo Memela

Position: HR Administrator

Contact: 076-***-****

Name: Zaheera Hoosen

Contact: 078*******

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