Customer Service Agent

LEONARD AYANDA BESANA

** ******** *****, ********* ********* 3, Edenvale, 1609

Phone: 083-***-**** Email: *************@*****.*** LinkedIn: linkedin.com/in/leonard-besana-ba71299b/

PROFESSIONAL SUMMARY

Bilingual Customer Service Representative with 3+ years of experience in online customer support and 7+ years in the gaming and retail industry. Fluent in English, Xhosa, and Sotho, with expertise in CRM tools, conflict resolution, and client engagement. Passionate about delivering top-tier customer service, problem-solving, and improving user experiences. Seeking a customer service or betting industry role where I can leverage my skills to enhance client satisfaction and business success.

KEY SKILLS & COMPETENCIES

- Customer Support & Communication

- CRM & Social Media Engagement

- Betting Markets & Odds Knowledge

- Sales & Upselling Strategies

- Conflict Resolution & Problem-Solving

- Cash Handling & POS Systems

- Multilingual: English, Xhosa, Sotho

WORK EXPERIENCE

SUPABETS GAMING GROUP HQ - ONLINE CUSTOMER SUPPORT February 2022 - December 2024

- Managed high volumes of inbound & outbound calls professionally.

- Handled customer queries across WhatsApp, Live Chat, Email, Facebook, and Twitter.

- Researched and provided solutions & alternatives to customer concerns.

- Assisted in upselling products and enhancing the betting experience.

- Maintained strong customer relationships, ensuring satisfaction and retention. SUPABETS GAMING GROUP - BETTING CLERK

January 2015 - January 2022

- Processed customer bets, ensuring accuracy and efficiency.

- Assisted customers with odds calculations and increasing stakes.

- Provided exceptional customer service, addressing inquiries and complaints.

- Managed cash handling and ensured accurate daily reconciliations. WOOLWORTHS SA - CASHIER

August 2012 - June 2014

- Assisted customers at the checkout, handling cash & card payments.

- Delivered high-quality customer service & sales support.

- Assisted at the food counter, ensuring efficient service. TOTALSPORTS TFG - SALES ASSOCIATE

August 2011 - April 2012

- Helped customers with sports gear purchases and product recommendations.

- Provided cash register assistance and helped maintain store organization.

- Attended sales & product training sessions to enhance customer service skills. CUBE DESIGN - GENERAL ASSISTANT

January 2010 - July 2011

- Assisted with print collection, packaging, and design material preparation.

- Maintained organization and cleanliness in the workspace.

EDUCATION

Wongalethu Senior Secondary School - Matric

CERTIFICATIONS

Certificate of Competence - Ukwazi Masterclass Selling Skills Course

REFERENCES (Available upon request)

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