Customer Service Call Center
Resume:
December **** - December 2021
Zikisa Masala
*** ***** ****** ************ ******** West 0813
+276******** ************@*****.***
Objective
Dedicated and results-driven customer service professional with 4+ years of experience in fast-paced call centers, delivering exceptional service to diverse customer bases. Proven track record of successfully managing high call volumes, resolving complex issues, and driving customer satisfaction. Skilled in call center software, telecommunication systems, and adept at providing personalized solutions to meet customer needs. With a passion for delivering outstanding customer experiences, I excel in dynamic environments where no two calls are the same. I'm excited to leverage my expertise to drive success in a challenging role that values exceptional service, technical skills, and innovative problem-solving. Let's connect and discuss how my skills can elevate your customer experience team! Education
Philemon Ngcelwane High School
Matric
Experience
13Ten Response BPO
Patient Support Specialist
1. *Patient Advocate*: Serve as a trusted liaison between patients, healthcare providers, and insurance companies to ensure seamless care coordination and resolve issues. 2. *Empathetic Support*: Provide emotional support and guidance to patients, listening to their concerns and addressing their needs with compassion and understanding. 3. *Problem-Solving Expert*: Troubleshoot complex patient issues, identify solutions, and implement effective resolutions to ensure patient satisfaction and well-being. 4. *Clinical Knowledge*: Apply knowledge of medical terminology, healthcare operations, and insurance policies to navigate patient concerns and facilitate access to necessary care. 5. *Relationship Builder*: Foster strong relationships with patients, healthcare providers, and internal stakeholders to drive patient engagement, retention, and loyalty, ultimately improving health outcomes. CCI Umhlanga
Customer Care Agent
1. *Customer Champion*: Serve as the primary point of contact for customers, providing exceptional service, resolving issues, and ensuring customer satisfaction. 2. *Wireless Expert*: Troubleshoot technical issues, explain plan details, and offer personalized solutions to meet customers' wireless needs.
3. *Sales Opportunities*: Identify opportunities to upsell or cross-sell services, promoting new plans, devices, and accessories to enhance customer experience and drive revenue. 4. *Issue Resolution*: Effectively resolve customer complaints and concerns, turning negative experiences into positive outcomes and building customer loyalty. CCI Mhlanga
13Ten Response BPO
5. *Product Knowledge*: Stay up-to-date on Metro PCS products, services, and promotions to provide accurate information and support to customers, driving sales and customer retention. Skills
*Excellent Communication Skills*: Ability to effectively communicate with customers via chat, email, and phone, tailoring tone and language to the audience and channel. 2. *Technical Knowledge*: Familiarity with products/services, technical troubleshooting, and ability to learn new systems and tools quickly, with some knowledge of B2B sales processes and terminology.
*Problem-Solving and Analytical Skills*: Ability to analyze customer issues, identify solutions, and provide timely resolutions, often requiring collaboration with internal teams.
*Customer Service and Interpersonal Skills*: Strong empathy, patience, and interpersonal skills to build rapport with customers, understand their needs, and provide personalized support.
*Time Management and Productivity*: Ability to manage multiple chats, emails, or calls simultaneously, prioritize tasks, and meet productivity and quality standards, while adapting to changing priorities in a fast-paced B2B environment. Reference
Solulele Msweli
Team Leader
Naomi Mraqisa
Team Manager
Contact this candidate