NOMZI SIBANYONI
Summary
Highly skilled real-time analyst and Senior Customer Service Representative with a customer service focus and excellent interpersonal and communication abilities. Capable of efficiently managing multiple tasks in a fast-paced setting, consistently achieving team and department production goals by delivering exceptional results to meet metrics. Proficient in mentoring new hires and current staff in call handling best practices to ensure precise and consistent call responses.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Specialist
Rentoza
11.2023 - Current
- Manage and resolve inbound customer payment queries via Zendesk across multiple channels
- Ensure collaboration across multiple departments to serve the support needs of the business
- Real-time queries attended to as a priority
- Provide a fast, positive, and complete support to customers via various channels
- Contact and engage with customers via channels, as well as Track and Trace systems
- Manage customer subscriptions using Shopify, Payments Platforms and Device Management software
- Provide efficient and urgent support to customers
- Identify trends within support interactions and escalate
- Provide continuous feedback to optimize customer processes and platforms
- Develop subscription recovery strategies
- Effectively communicate and exercise sound judgment when engaging with customers
- Ticket resolution efficiently and effectively
- Respond to customer social media/DMs/Facebook/LinkedIn messages
- Communicate with existing customers to upsell subscriptions in multiple product categories.
- Worked closely with management on initiatives focused on reducing churn rates through proactive engagement efforts targeting at-risk accounts before they lapsed into disengagement status due to dissatisfaction or other factors.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
Workforce Real Time Analyst
Pay Joy
03.2022 - 03.2023
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
- Collaborated with human resources departments to ensure adequate staffing levels were maintained throughout various shifts.
Customer Experience Specialist
PayJoy
09.2021 - 03.2022
- Creditors recon and refunds payments
- Financial statement issuing
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
- Maintained extensive knowledge of company products to recommend items aligned with customer needs
- Documented customer interactions in internal database to maintain customer service history details
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service
- Responded to high volume of incoming calls utilizing
- Listening and communication skills to identify customer problems, needs and opportunities
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution
- Trained staff on operating procedures and company services
- Validated customer details and applications paperwork to boost sales efficiency
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solution.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Streamlined customer service processes, resulting in more timely and accurate support.
Repairs Management Consultant
Telesure
07.2016 - 03.2020
- Ensure that all internal and external stakeholders adhere to the standard operating procedure
- Booking vehicle for accident repairs
- Calling client with update on the repairs
- Monitoring and managing adherence & service level
- Handle escalated customer queries & complaints
- Maintain Customer Satisfaction scores at or above company standards
- Maintain good working relationship with factory(s) and foster positive employee relations
- Process factory maintenance requests per manufacture guidelines
- Work with others in department to coordinate workflow to main repair shop as needed
- Reinforces company policies and adheres to company standards
- Review vehicle history and advise customer on needed maintenance and repair
- Encourages compliance with applicable laws and regulations
- Provide concierge support for all owner inquiries, whether phone or in person, to assure the customer does not get mishandled
- Compile weekly and monthly reports and states
- Set schedules and assigns tasks to service department employees
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Improved communication at all levels and transformed company culture into more productive atmosphere.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
Customer Service Coach
Innovation
10.2014 - 06.2016
- Coached employees through day-to-day work and complex problems
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Established and updated work schedules to account for changing staff levels and expected workloads
- Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Developed documentation and logs of implemented solutions and generated and submitted reports
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed strong relationships with team members, fostering a positive work environment and encouraging collaboration.
- Encouraged open communication within the team, enabling representatives to discuss challenges or concerns without hesitation.
Customer Service Representative
Multichoice
05.2012 - 09.2014
- Communicate effectively when selling financial products over the telephone so that requirements are clearly conveyed, and accurate feedback is obtained from prospective customers and reference sources
- Listen openly and objectively, clarifying where necessary, when attending to a range of customer enquiries/complaints to ensure that they are clearly understood
- Follow up and advise customer/line manager of actions initiated when necessary to resolve enquiries/complaints
- Use technology effectively when dealing with customers’ accounts to capture the required information accurately and timeously onto the appropriate systems to enhance customer delivery Ensure all relevant information required of customers is available when processing requests, thereby ensuring accuracy and compliance with company procedures
- Monitor non-compliance issues and apply appropriate corrective action in accordance with company policies and procedures
- Maintain a clean and tidy workstation to ensure a safe and effective working environment
- Comply with all procedures to prevent losses to the organization, advising line promptly of any problems/malfunction with the equipment/resources
- Communicate control procedures to relevant parties and monitor results.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Higher Certificate - Human Resources Management
IIE Rosebank College
Gauteng, JohannesburgBBA - Business Administration And Management
IIE Rosebank College
Gauteng,Johannesburg 12.2024
Skills
- Documentation Review
- Reporting and analysis
- Complaint Handling
- Call center experience
- Coaching and Mentoring
- Live chat support
- Conflict Management
- Call Control
- De-Escalation Techniques
- Customer Education
- Workflow Optimization
- CRM Software
- Email support
- Order Fulfillment
- Quality Assurance
- Teamwork and Collaboration
- Problem-solving skills
- Time Management
- Computer Skills
- Multitasking Abilities
References
REFERENCES WILL BE PROVIDED ON REQUEST
Timeline
Senior Customer Service Specialist
Rentoza
11.2023 - Current
Workforce Real Time Analyst
Pay Joy
03.2022 - 03.2023
Customer Experience Specialist
PayJoy
09.2021 - 03.2022
Repairs Management Consultant
Telesure
07.2016 - 03.2020
Customer Service Coach
Innovation
10.2014 - 06.2016
Customer Service Representative
Multichoice
05.2012 - 09.2014
Higher Certificate - Human Resources Management
IIE Rosebank College
BBA - Business Administration And Management
IIE Rosebank College
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