Conveyancing Typist Application-Pumza Yengeni

Pumza Yengeni

Pumza Yengeni +** (0-81-261-**** ****.*****@*****.***

Residential: Midrand, Gauteng, South Africa

Languages: English

Nationality: South African

LinkedIn Profile: https://www.linkedin.com/in/pumza-yengeni Currently a Customer Service Associate at Amazon, with vast skill and experience in Customer Service and Customer Care, dealing with general customer queries in a manner that limits reputational damage, meets the needs of the customer, and is in line with the company’s strategic direction, operational policies, and regulatory requirements. Log all customer interactions on relevant internal systems to assist in effective case resolutions and to meet compliance and legal requirements. Escalate administration requests, complaints, issues, and problems to Team Managers for further resolution. Customer Care Certification Amazon Training 2021

Nursing Certificate Healthcon Western Cape College 2009 Senior Certificate Lungisa High School 2006

Access Rights Management First Time Resolution of

Customer Queries

Windows Chrome OS

Accuracy Impulse control Windows OS

Accountability Innovation

Active listening MS Office

Administrative Support Office 365

Adaptability Patience

Clear communication Positive attitude

Communication Skills Professional language

Customer Service Excellence Process Data Subject

Access (DSAR)

Detail Oriented Technical knowledge

Employer Branding Time management

Empathy Treating customers

fairly

CANDIDATE SUMMARY

EDUCATION &

ACHIEVEMENTS

SKILLS

Pumza Yengeni

Pumza Yengeni +27 (0-81-261-**** ****.*****@*****.*** Company Name:

Amazon - https://www.aboutamazon.com/

Company Information:

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives.

Job Title:

Customer Service Associate

Permanent

04/11/2021 – Current

Key Responsibilities:

Mainly dealing with international clients in the Back office processing refunds and any escalated payment issues related to their online accounts, also on the last resolution team for any escalated issues with clients' accounts.

Follows company policies and processes to process customer requests appropriately.

Demonstrates an appropriate sense of urgency for review moderation and email response and service levels.

Exceeds customer expectations by going above and beyond all other duties as assigned.

Respond to customer inquiries via phone, email, and ticketing system, providing timely and accurate technical support.

Escalate complex issues to appropriate internal teams. Reason for leaving: I’m pursuing new challenges to further develop my skills and experience Company Name:

Pharmacy Direct- https://pharmacydirect.co.za/

Company Information:

Pharmacy Direct, a member of the AfroCentric group, is a nationwide courier pharmacy that delivers prescribed chronic medication to a variety of patients – from private individuals to medical scheme members and beneficiaries of public healthcare sector programs.

Job Title:

Customer Relationship Specialist

Contract

1/01/2021 - 30/07/2021

Key Responsibilities:

Assisting patients with their medical scripts and processing medication requests to the dispensary.

Document all customer interactions in a defined format.

Maintain a thorough understanding of client processes and policies.

Develop and maintain positive relationships with clients, understanding their requirements and tailoring solutions to meet their needs.

Understand and improve the key success metrics associated with the quality department.

Assist with administrative tasks, data entry, and updates as required. Reason for leaving: Contract coming to an end

EMPLOYMENT HISTORY

Pumza Yengeni

Pumza Yengeni +27 (0-81-261-**** ****.*****@*****.*** Company Name:

Wonga.com- https://explore.wonga.co.za/

Company Information:

As fintech activists, we advocate for tech-enabled financial inclusion. Reaching the underbanked, and providing simple, fair financial choices is what drives us. Job Title:

Customer Care Specialist

Permanent

10/11/2014 – 01-06-2019

Key Responsibilities:

Taking customer queries and processing online applications online. Escalating customer online fraud queries and processing complaints calls.

Sales Reporting: Maintain accurate records of sales activities, leads, and progress accordingly.

Conduct Customer repeat analysis for all the errors received from the clients.

Following up on complicated customer calls where required.

Complete call notes and call reports as necessary and update them in the CRM. Reason for leaving: Decided to relocate to a new city Company Name:

Capfin- https://www.capfin.co.za/

Company Information:

Founded in 2010, Capfin set out to provide customers with affordable loan products and services. We exist to make a positive, meaningful, and empowering impact in the lives of our clients through accessible and inclusive loan offerings. Job Title:

New Business Agent

Permanent

23/04/2011 – 24/08/2014

Key Responsibilities:

Taking the customer's calls and processing loan claims online with customers.

Point of contact for client inquiries, responding promptly and professionally.

Client Communication: Engage with clients to understand their needs, address inquiries, and provide information about our offerings.

Collaborate with internal teams (e.g., legal, billing, operations, etc.) to solve complex customer issues and ensure timely resolution.

Providing detailed information on product renewal options and available services to customers.

Reason for leaving: Want a job with better career growth opportunities Company Name:

Fusion CX - https://careers.fusioncx.com/

Company Information:

At FUSION CX, our passion drives us to redefine customer experiences. We aim to provide a seamless experience to our clients and end consumers – across devices and channels at the speed of the consumer.

Job Title:

Customer Service Representative

Permanent

01/11/2010 – 01/02/2011

Key Responsibilities:

Taking customer queries and processing online mobile network assistance.

Providing Voice Support to International Customers.

Provide product and service information.

Processing forms, orders, and applications requested by the customers.

Following up on complicated customer calls where required.

Documenting details of comments, inquiries, complaints, and actions taken.

Answering calls from customers to assist with product inquiries, service updates, and account changes.

Reason for leaving: I realized that I had a strong interest in exploring new career paths or industries Pumza Yengeni

Pumza Yengeni +27 (0-81-261-**** ****.*****@*****.*** Company Name:

Stream Global Services - http://www.stream.com

Company Information:

Stream Global Services is a premium business process outsourcing (BPO) service provider specializing in customer relationship management solutions including sales, customer care, technical support, and back office for Fortune 1000 companies. Job Title:

Customer Service Advisor

Permanent

24/10/2009–4/09/2010

Key Responsibilities:

Taking calls for mobile contract phones and assisting clients with online bills and network-related issues with their contracts accounts.

Support the sales team with reporting, lead generation analytics, and the management of sales enablement tools.

Assist with invoice processing, tracking, and record-keeping for financial and operational efficiency.

Provide valuable feedback on common customer issues to help improve processes and product offerings.

Reason for leaving: Proactively sought a better position that would allow me to progress in my career Company Name:

3I Solutions - https://www.3is.com/

Company Information:

3iSolutions was founded in 2003 and as one of the oldest International BPO Contact Centers in South Africa, we take great pride as an experienced provider of tailored Business Process Outsourcing (BPO) solutions

Job Title:

Customer Service Representative

Contract

8/02/2009–30/04/2009

Key Responsibilities:

Sales for House & Motor insurance, then soon moved to customer service and assisted with processing online claims assistance for customers processing insurance claims.

Identifying customer needs and assisting customers with their queries.

Work with internal departments to meet customer's needs.

Data entry in various platforms.

Work towards individual and team sales targets to contribute to company revenue goals.

Reason for leaving: Contract coming to an end

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