Cheasley Lentor
Call Centre
Pretoria
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. I am looking for the opportunity to grow as I am trying to reach my full potential.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Call Center Agent
FNB
Pretoria
10.2017 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer calls and emails to answer questions about products and services.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Assisted customers by answering questions and responding to inquiries.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Commerce - Extended Programe (4 Year Programme)
University of Pretoria
Pretoria 02.2013 - 11.2013
Bachelor of Commerce - Human Resources Management
University of Pretoria
Pretoria 02.2014 - 11.2016
Bachelor of Commerce Honours - Human Resources Management And Labour Relations
University of Pretoria
Pretoria 03.2022 - Current
Skills
Customer support
Documentation and reporting
Answering questions
Problem-solving skills
Calm disposition
English Fluency
Inbound phone calls
Logging call information
Verbal and written communication
Analytical and Critical Thinking
Cultural Awareness
Microsoft Word
Micorsoft PowerPoint
Microsoft Exel
Technological Savvy
Telephone Etiquette
Time Management
Flexibilty
Stress Tolerance
Resilience
Additional Information
Drivers License code B and own vehicle
Hobbies
Reading Graphic Novels and Enjoy console gaming
Timeline
Bachelor of Commerce Honours - Human Resources Management And Labour Relations
University of Pretoria
03.2022 - Current
Call Center Agent
FNB
10.2017 - Current
Bachelor of Commerce - Human Resources Management
University of Pretoria
02.2014 - 11.2016
Bachelor of Commerce - Extended Programe (4 Year Programme)
University of Pretoria
02.2013 - 11.2013