Customer Service Call Center

NTOMBIFUTHI GLORIA KHOZA

Midrand, **** *****************@*****.***

+27-73-842-**** / +27-60-716-****-** November 1994 Female Code 10 Licence

Languages: English, IsiZulu, Sepedi & Xitsonga

OBJECTIVE

To secure a challenging position within your sector to help improve productivity and reputation, thereby becoming a valuable asset. To contribute meaningfully towards the mission and vision of your organization. WORK EXPERIENCE

• Control Room Operator – FidelityADT (Nov 2016 – Present)

- Followed up on client requests to ensure resolution

- Delivered excellent customer service and support

- Assisted clients with system updates

- Dispatched vehicles for alarm activations

- Escalated calls and complaints to the appropriate departments

- Liaised with emergency services when required

- Managed inbound/outbound calls

- Conducted alarm system testing with clients

- Tracked armed response vehicles to ensure safety

- Met daily/monthly performance targets

QUALIFICATIONS

- Diploma in Human Resource Management (In Progress) – UNISA

- Higher Certificate in Economic Management Sciences – UNISA (2022)

- National Certificate in Contact Centre & Business Process – ADT Teach (2017)

- Grade C PSIRA Certificate – Stallion (2015)

- IT End User Computing Certificate – ADT Teach (2013)

- National Senior Certificate – Umqhele Comprehensive School (2013) COMPETENCIES

Customer service • Communication • Problem-solving • Attention to detail • Administrative skills • Conflict management • Teamwork • Computer literacy • Time management • Strategic planning • Phone etiquette • Multitasking • Analytical thinking

REFERENCES

Mervin Pillay Manager – FidelityADT +27-86-121-****

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