Call Center Customer Service
Resume:
Pauline Sekhaolelo
Polokwane, Limpopo ****
****************@*****.***
My name is Pauline Sekhaolelo. I am a young, vibrant, and bold lady. Hungry to achieve her dreams. A go-getter, very enthusiastic and kind at heart. I have acquired Admission to bachelor's degree in sciences
(Matric). And I have also furthered my studies in a higher institution of learning, and I have studied BA in Communication Studies, though I didn't get to complete the program due to unforeseen circumstances. I have not let this situation get in my way. As I have also chose to upskill myself and acquire a certificate with NIDA - Clinical Trials Network, with an average of 89% out of a 100%. My hard work and previous work experience played a huge role in who I am now. They have equipped me with the necessary skills and experiences required for one to be a great asset to an organization or a potential employer.
I am very potent and flexible. A good team player. And I would like to believe that I will meet the minimum requirements for the available vacancy and that my application receives your favorable attention and consideration. Thank you.
Willing to relocate: Anywhere
Work Experience
Tutor
Teach Me 2-Online
May 2022 to Present
• Delivering one-on-one and small group lessons to students, focusing on specific subjects or academic areas where the student requires assistance.
• Tailoring their teaching methods and materials to meet the individual learning needs and preferences of each student, ensuring effective comprehension and skill development.
• Assessing students' knowledge, skills, and learning progress through various methods such as quizzes, tests, and assignments, to identify areas that need further attention.
• Providing constructive feedback to students, highlighting their strengths and areas for improvement, and offering guidance on how to enhance their academic performance.
• Monitoring the student's progress over time, adjusting teaching methods and goals as needed to ensure continuous improvement.
• I also communicate regularly with the students and their parents or guardians, to discuss progress, concerns, and strategies for improvement.
• Encouraging and supporting students, by helping them stay motivated and confident in their academic
• Keeping detailed records of each tutoring session, including topics covered, progress made, and any additional notes or observations.
Team Leader
WNS Global Services-Cape Town, Western Cape
July 2024 to March 2025
• Problem Solving and Escalation Management: When customer issues are complex or escalated team I’d step in to resolve problems efficiently, ensuring a positive customer experience.
• Monitoring Performance: I’d track individual and team performance metrics, identifying areas for improvement and providing constructive feedback to help agents reach their potential.
• Motivating the Team: I’d foster a positive work environment by motivating agents, maintaining team morale, and resolving conflicts when necessary. I’d often implement recognition programs to reward good performance.
• Setting Goals and Metrics: I’d establish team performance goals, such as call response time, customer satisfaction ratings, and issue resolution rates, and ensure these targets are met.
• Managing and Supervising the Team: I’d oversee the daily operations of the team, ensuring that agents are performing effectively and meeting performance targets. I’d monitor call quality and handle escalated issues.
Chat / Voice - Subject Matter Expert (SME)
Merchants SA-Cape Town, Western Cape
January 2024 to June 2024
• Worked both in office and online [worked from home].
• Aimed to foster a culture of knowledge-sharing, ensuring that both new and existing colleagues are equipped with comprehensive product knowledge.
• Worked with international clients, like US, UK, Australia, etc.
• Create a great environment for the agents.
• Received inquiries from other call centre agents who need assistance with complex customer issues or questions that require specialised knowledge.
• Offered guidance and support to the other agents, helping them navigate through challenging situations and providing them with the tools and resources needed to assist customers.
• Worked closely with other agents to identify and resolve the root cause of customer queries.
• Trained and mentored new agents, sharing my expertise and best practices to help them become more proficient in their roles.
• Provide coaching when needed.
• Handled escalated customer issues and/ complaints that cannot be resolved by frontline agents.
• Assist agents to meet their KPI's and individual goals.
• As well as drive them to meet the team's target. Chat/ Voice - Call Center Agent (Customer Service) Merchants SA-Cape Town, Western Cape
June 2023 to December 2023
• Handled inquiries, resolving issues, and providing assistance to customers.
• Worked with international clients like US, UK, Australia, etc.
• Assisted customers with inquiries about products, orders, delivery, returns, and refunds.
• Handled orders placed over the phone, track shipments, and provide updates on delivery status.
• Offered detailed information about the company products, including features, pricing, availability, and specifications.
• Resolved customer complaints, concerns, or issues promptly and effectively, ensuring customer satisfaction.
• Assisted customers with online shopping, website navigation, account management, and troubleshooting technical issues with the company's website or mobile app.
• Addressed billing inquiries, issuing refunds, and resolving discrepancies related to transactions and billing statements.
• Guided customers through the return and exchange process, including issuing return labels, processing refunds or exchanges, and ensuring compliance with return policies. This applies to both Chat and Voice as it was the same campaign and I was a dual skilled agent assisting / working for both departments.
Administrator
CAR SERVICE CITY-Polokwane, Limpopo
March 2022 to May 2023
• Offered excellent customer service
• Arrange bookings
• Respond to emails and reception
• Processed Invoices
• Made payments and cash weekly wages
• Filing
• Managed petty cash
• Captured supplier invoices
• Stock take
• Communicated with clients
• Recording of parts
• Data capturing
• Requested quotes from suppliers
• Managed customer complaints online
• Managed and maintained office supplies inventory, ensuring availability of necessary materials for daily operations
• Scheduled meetings and appointments, effectively managing calendars to optimize time management
• Prepared reports, presentations, and correspondence for senior management using Microsoft Office Suite
• Assisted with budget tracking by monitoring expenses and reconciling invoices
• Responded to inquiries from clients, vendors, and employees in a timely manner
• Maintained confidentiality of sensitive information while handling administrative tasks
• Managed incoming/outgoing mail distribution efficiently on a daily basis
• Performed data entry tasks with high accuracy to maintain up-to-date records
• Created and updated databases to ensure accurate record-keeping of important information
• Implemented new office policies/procedures to improve efficiency
• Monitored office equipment maintenance needs; coordinated repairs when necessary Training Manager
Metrosure-Polokwane, Limpopo
January 2021 to January 2022
• Recruited new/ potential employees for the organization.
• Took them out for observations.
• Managed a big team of sales agents.
• Set correct expectations with each of them as required by the company policy.
• Trained our agents to become the best version of themselves and excel in their roles.
• Ensured a great working environment for them.
• Ensured that the entire team drives sales and meet their individual targets and the team's target as well.
• Pitched B2b, and closed sales.
• Developed and implemented comprehensive training programs for new hires, resulting in a 75% reduction in onboarding time
• Led a team of 11 trainers to deliver engaging and interactive training sessions to employees at all levels
• Conducted needs assessments to identify skill gaps within the organization, leading to the development of targeted training initiatives
• Evaluated the effectiveness of training programs through surveys, feedback sessions, and performance metrics analysis
• Mentored and coached trainers on instructional techniques, ensuring consistent delivery of high-quality training content
• Established partnerships with external vendors for specialized technical or leadership trainings not available internally
• Developed career development paths for employees by identifying relevant skills enhancement opportunities within the organization or externally
• Identified key performance indicators (KPIs) related to employee learning outcomes and tracked progress towards meeting those KPIs
• Provided ongoing support through coaching sessions after initial trainings were completed Sales Agent
Metrosure-Polokwane, Limpopo
June 2020 to December 2020
• Worked on the field, with some of my colleagues
• Addressing customer queries to problem-solving.
• Answering enquiries regarding company products and services, triaging requests, managing billing queries, and organizing refunds.
• Consistently exceeded monthly sales targets by 90% through effective prospecting and closing techniques
• Negotiated contracts and pricing agreements with clients, resulting in increased profitability for the company
• Conducted market research to identify new opportunities and trends, allowing for targeted sales efforts
• Built and maintained a strong client base, resulting in a 60% increase in repeat business Computer Lab Assistant
University of Limpopo-Turfloop, Limpopo
February 2020 to February 2020
• Assisted computer illiterate students navigate their way through the computer.
• Farmiliarised them with Microsoft office applications.
• I supported them in reaching their goals and finishing their academic tasks independently.
• Scanned, copied, and printed their documents.
Proofreader/ Editor - Tutor
Independent - Dr AMS Makunyane High School-Polokwane, Limpopo June 2017 to December 2019
• Assisted with assignments and homeworks to my fellow school mates.
• Offered extra lessons after school.
Education
Bachelor's Degree in BA in Communication Studies
University of Limpopo - Polokwane, Limpopo
February 2020 to December 2020
Matric in Grade 12
Dr AMS Makunyane High School - Polokwane, Limpopo
January 2015 to December 2019
Skills
• Editing and annotating
• Training Development in Sales and Customer Service (4 years)
• Knowledge using Microsoft Office (4 years)
• Grammatical rules and knowledge
• Exceptional at building and maintaining relationships
• Excellent Customer Service (4 years)
• Can still work very well individually, and under pressure.
• Data capturing (6 years)
• Excellent Recruitment Skills (1 year)
• Spelling Expertise
• Administration Duties (1 year)
• Interpersonal and written communication
• A Great Team player
Contact this candidate