Top-Performing Customer Service Specialist

ABOUT ME

I'm a dedicated customer service professional with 3+ years of experience who loves helping people and getting things done. I consistently rank as a top performer and enjoy finding ways to make processes work better. I'm passionate about growing in my career and always aim to exceed expectations. I embrace challenges as learning opportunities, view failure as a stepping stone to success, and believe that thorough preparation and consistent effort are essential to achieving my goals.

WHAT I'M GOOD AT

Technical Skills:

Salesforce Service Cloud

Microsoft Teams, VOIP Systems, Outlook, Zoom

Microsoft Excel, Google

Telemarketing Sales Rule (TSR) compliance

People Skills:

Team leadership and coaching

Making processes better

Solving problems quickly

Managing performance

Building great customer relationships

Active listening and conflict resolution

Situational leadership and motivational strategies

Empathy and emotional intelligence

WORK EXPERIENCE

Customer Relations Specialist Sigma Connected Pty Ltd

February 2024 (Contract Work)

I handle daily operations including call dispatch, team attendance, and performance monitoring while providing floor support across multiple management teams. I work as the 2IC under our Team Manager and have perfect attendance while meeting all KPIs. I distribute work to my team, keep records of productivity, and mark calls/cases for agents' performance.

I use Microsoft Excel daily, respond to emails, and provide coaching, support, and nurturing to develop and empower agents. I'm good at sorting out conflicts while keeping everyone happy and maintaining positive relationships with internal team members. I always hit my targets and consistently exceed performance expectations.

Customer Service Representative I-Talk Call Center

September 2021 – June 2022 Johannesburg

I was the top performer on the team, solving 95% of customer problems on the first call. I helped 80+ customers every day with a 90% success rate, handling outbound calls and developing strong communication skills. I set up a ticketing system that made cases 20% faster to resolve and created better call scripts that boosted first-call success rates by 15%.

I also did back-office investigations to help my team and gained 12+ months of CRM knowledge and experience. I maintained the highest customer satisfaction scores on the team and received multiple awards including Rising Star, Top Performer, and Standing Ovation.

EDUCATION

Matric Certificate Coronationville School: November 2020 Johannesburg

Subjects: English, Afrikaans, Life Orientation, Mathematical Literacy, Business Studies, Economics, Accounting

Leadership Training City of Johannesburg Student Council: October 2018

OTHER EXPERIENCE

Acting & Entertainment

Judah Production House (2016-2018): Acting program that helps young people in the community - participated for 3 years

"Black Tax" TV Series: Got to be part of the backup cast in this famous South African show, which was an amazing experience and gave me valuable on-set experience in professional television production

Community Work

Johannesburg Student Council (January 2018 - January 2019): Served for 2 years, learned leadership skills and how to organize things, developing leadership and organizational skills

Awana Children's Ministry: Got specialized training to work with kids from surrounding communities, demonstrating my commitment to youth development

WHAT I'VE ACHIEVED

Always ranked as the top performer in customer service roles

Perfect attendance in my current job

Made several improvements that saved time and money

Hit 95% first-call resolution rate consistently

Cut down operational problems by up to 25%

Received multiple awards: Rising Star, Top Performer, and Standing Ovation

Built ticketing system that improved resolution times by 20%

Created knowledge base that reduced repeat inquiries by 10%

Maintained highest customer satisfaction ratings on the team

Successfully managed 6+ months as 2IC under Team Manager

Gained 12+ months of CRM knowledge and experience

Built good relationships with internal and external stakeholders

REFERENCES

Administrative Leadership:

Brenda: 083-***-****

Julia: 082-***-****

Team Leadership:

Bernice Tayler: 062-***-****

Maggs Solomon: 081-***-****

Available to start immediately. Currently based in Johannesburg.open to relocating if needed.

Contact this candidate