Customer Service Call Center
Resume:
Daphine
Musemwa
Customer Service Representative
Summary
Experienced and skilled customer service professional, boasting of 3 years of exposure to working in a call center capacity and customer service environment. Highly talented in determining customers specific requirements, and providing them with correlating solutions. Skilled at attending to a high volume of calls, and servicing them according to established protocols. Seeking to obtain a position where I will be able to maintain customer satisfaction and improve customer experience through my proven problem solving skills, customer experience, and product knowledge. .
Experience
Pizza Inn
form Cashier
Jan 2019 – Feb 2020
Pizza Inn [Cashier] • Greet customers as they arrive at the counter and provide them with menus. • Assist customers in making informed order choices. • Provide information of the day’s special. • Respond to questions regarding fast food items. • Take and record orders, repeating order information in order to ensure accuracy. • Provide customers with order preparation timelines. • Process cash and credit card payments and tender change and receipts. • Pack food items and serve customers. • Clean and maintain counters on a regular basis. • Balance cash drawers at the end of each shift. .
Dial-A-Delivery
form Customer Service Call Center
Mar 2020 – Dec 2022
• Attended calls from customers, and provided them with the required information, according to company protocols. • Engaged customers in conversation and provided required information. •Placed the order for the customer if they decide to purchase and provide additional information if required. • Indulged in suggestive selling activities, aiming to meet assigned sales goals. • Determined their order and issues, and provided them with requires support. • Tracked orders, managed order cancellations and exchanges. • Resolved payment issues, addressing shipping problems, and managing returns/ refunds.
• Generate tickets for problems that cannot be resolved over the phone, and ensure that proper follow-up is provided. • Create and maintain logs of conversations with customers, and ensure that any urgent issues are escalated to the manager. .
Pick N Pay
form Customer Service Assistant
Contact
Email:
daphnemusemwa@gmail.
com
Phone:
DOB:
04.02.1998
Nationality:
Zimbabwean
Gender:
Female
Address:
1463 Mainway,meadows,w
aterfalls harare
Skills
Customer Service
Order Taking
Payment Processing
Order Processing
Counter Maintenance
Complaint Handling
Call Handling
Sales Support
Upselling
Problem solving
Solution Provision
Jan 2023 – Continue
answer customer questions by phone, email, webchat, social media or in person. give quotations and check product availability. sell products or services and take payments. handle complaints or pass them to a supervisor. add customer information onto a computer. track orders and arrange deliveries. .
Education
GCSE O Level
form Lord Malvern High School
Nov 2016
5 Subjects: Including English,Maths and Science.
Project Detail
Performance Highlights
•Focused on providing quality customer services, through consistent self-improvement. •Highly experienced in taking and responding to a large number of inbound telephone calls from customers.
•Demonstrated expertise in determining customers problems, and providing viable solutions, according to company policies. •Effectively able to obtain customers information, by searching the company database through pre-determined fields. •Proven ability to identify customers needs by engaging them in conversation, or through appropriate questioning. •Solid track record of building sustainable relationships with clients, by going the extra mile to assist them.
•Qualified to handle complaints posed by irate customers, aimed at retaining their business. •Well-versed in meeting sales goals, by indulging in upselling activities, following set company protocol. . Achievement
Pizza Inn
Single-handedly managed 50+ customers in 1 hour at Pizza In, owing to extraordinary customer inflow handling skills. Implemented an upselling protocol..
Dial-A-Delivery
Implemented an upselling protocol; as a result, increased sales at Dial- A Delivery. Successfully responded to 100+ calls in a dayat Dial-A- Delivery, in the instance of unusually high call volume. . Pick N Pay
Maintained a customer satisfaction rate of 95% for the entire duration of employment. Solved 40 - 50 customer complaints daily. Carried out retention calls with unsatisfied customers, convincing 30% of them to keep buying at our shop .
Out Bound Calls
Account Maintenance
Follow Up Ticket
Generation
Active listening
Self discipline
Language
Proficient in written and
Spoken English
Native Shona
Reference
Available On Request
Hobbies
Listening to music
Reading
Travel
Contact this candidate