Customer Service Call Center
Resume:
Nov **** - Current
Taheera Perreira
*** * ******** ******,********,2093
061-***-**** ***********@*****.***
About Me
I am a dedicated and detail-oriented professional with three years of expertise as a call screener, demonstrating exceptional skills in efficiently managing incoming calls and ensuring precise routing for optimal customer service. Possesses four years of proven proficiency as a case administrator, adept at handling administrative tasks, maintaining meticulous records, and facilitating seamless case management. Recognized for strong organizational abilities, effective communication, and a commitment to delivering high-quality support in both call screening and case administration roles. Experience
Europ Assistance Worldwide SA
Road and Home Case Administrator
Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed. Dispatch Road & Home Service Providers and sub-contractors (tow trucks, plumbers electricians, locksmith, etc.) Managing clients expectations of case resolution through client updates on delay times and expected time of arrival of assistance, as well as any related costs And/or alternative arrangements for assistance. Managing department mailbox, log incoming new claims, assisting with general admin. Arranging Medical assistance with Net care & ER24 for clients at an accident scene. Arranging Car hire, take me home service and Accommodation for clients on Roadside.
Follow up on logged cases as per policies and procedures until client is assisted. Calling back customers who have requested call-backs. Building lasting relationships with clients and other call center team members based on trust and reliability. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service. Taking part in training and other learning opportunities to expand knowledge of company and position. Adhering to all company policies and procedures.
Europ Assistance Worldwide SA
Call Screener 112
MTN Emergency 112.
Despatching emergency ambulance, police and fire fighters. Answer emergency and non-emergency calls and document important information. Respond to any issues and follow-up by coordinating with the appropriate departments or field units. Operate and manage a multi-line telephone console system. Respond to queries related to products and deliveries. Use the radio, phone or computer to direct crews and other field units to the appropriate sites. Prioritize and organize calls according to urgency. Supervise the route and status of field units to prioritize their daily schedule. Maintain and update call logs, call records and other important documentation. Education
Riverlea High School
National Senior Certificate
Grade 12
Skills
Problem solving.
Task management.
Interpersonal skills.
Time management.
Excellent communication skills.
Flexibility and adaptability.
Communication skills.
Teamwork.
Certification
Computer training- Enviroparks youth development centre - April 2016. Cal centre training- Enviroparks youth development centre - April 2016. Reference
Amos Nduli - Europ Assistance Worldwide SA
Mananger Road
Emmarentia Magalhaes - Europ Assistance Worldwide SA Mananger Home
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