Amanda Pahla
Midrand
Summary
As a Customer Service Excellence Specialist, I bring extensive experience in CRM software and ticketing systems, with a strong focus on communication and customer service. I have honed my skills in remote and BPO environments, providing support through multiple channels. My motivation is driven by a passion for enhancing customer satisfaction and building long-term relationships.
Professional Customer Account Manager with extensive experience in industry. Expert at managing and forecasting key account metrics to consistently increase profits. Possesses drive and perseverance to deliver top quality service.
Overview
3
3
years of professional experience
Work History
Customer Account Manager
Quantanite BPO(Aptive campaign)
Sandton
10.2024 - Current
- Offered technical support when needed during onboarding processes or troubleshooting incidents.
- Provided customer service to existing clients by responding to inquiries and resolving complaints.
- Performed audits of customer accounts to ensure accuracy of data entry.
- Developed strategies for improving customer retention rates.
- Created detailed reports of customer accounts including contact information, billing history, payment status, and account activity.
Customer Service Excellence Specialist
Midrand
05.2024 - 09.2024
- Provided timely assistance to customers via phone (Aircall), email, and live chat channels (Kustomer), ensuring a high level of professionalism always.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams using Slack to address customer concerns and improve overall service quality.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Customer Service Agent
06.2023 - 04.2024
- Answered phone calls, emails, chats, or social media messages from customers.
- Listened to customers' needs and concerns and provided appropriate solutions or information.
- Resolved customer complaints and escalated them to a supervisor if needed.
Customer Service Agent
07.2022 - 05.2023
- Integrated all customer contact points into a single place.
- Recorded customer service issues and tracked progress on tickets.
- Enabled ticket assignment so people with the relevant expertise could quickly respond.
- Responded to customer queries via Zandest and Direct Ferries admin systems.
- Helped establish the priority of issues and determined the order addressed.
- Allowed the setting of severity levels for each customer service ticket.
Education
Matric -
Midrand01.2010
Skills
- Data analysis
- Customer retention
- Account management
- Conflict resolution
- Customer service
- CRM usage
- CRM proficiency
- Multitasking
- Cash handling
References
- Salma Snell, Team Lead, Boat Setter, 0610686718
- Morgan Maruma, Team Lead, Direct Ferries, 0768862371
Personal Information
Driving License: Code 10
Timeline
Customer Account Manager
Quantanite BPO(Aptive campaign)
10.2024 - Current
Customer Service Excellence Specialist
05.2024 - 09.2024
Customer Service Agent
06.2023 - 04.2024
Customer Service Agent
07.2022 - 05.2023