Ayanda Galela
Johannesburg
Summary
Results-driven Call Centre Operator with over 10 years of experience in meeting customers' needs not only with solutions but with empathy, clarity and with care that creates trust and lasting impact. Recognized for improving team performance and customer satisfaction through effective customer care. And receiving 100% quality report for consecutive weeks.
Overview
20
20
years of professional experience
Work History
Contact Centre Operator Outsourced
Fempower Personnel PTY LTD
04.2025 - Current
- Handle both inbound and outbound calls using Smartz system
- Handle tag queries, reset tag, recycle, activation and request tag delivery.
- Assist with Website and Mobile App, password reset and logging in.
- Escalate enquiries to claims
- Register new accounts and manage existing accounts using CRM and Account Based Ticketing (ABT)
Call Centre Operator
Kapsch Trafficcom
10.2021 - 03.2025
- Handle both Inbound and Outbound calls using Smartz system
- Handle tag queries, reset tag, recycle, activation and request tag delivery.
- Assist with Website and Mobile App, password reset and logging in.
- Escalate enquiries to claims
- Register new accounts and manage existing accounts using CRM and Account Based Ticketing (ABT)
Customer Service Centre Operator
Kapsch Trafficcom
11.2011 - 09.2021
- Ensuring availability by meeting KPI standards and providing quality customer service to walk-ins.
- Providing customers with product knowledge and registering new and existing accounts through CRM.
- Process cash and card transactions.
- Identify and escalate priority issues
Sales Associate (Underwear department)
Foschini Group
12.2010 - 10.2011
Receptionist
Dr. T.L Matshingani
01.2006 - 01.2007
- Data capturing of patient's personal information and confirmation of medical from the medical scheme.
- Dispensing of medication according to the doctor's prescription.
- Handling of incoming and outgoing calls
- Handling of stock from relevant suppliers.
- Making sure we receive paid remittance
- Providing the best customer service to enquire about stock from other branches
- Handling customer complaints
- Receiving stock and replenishing shelves with stock
- Count and ensure stock balance
- Housekeeping and opening new accounts
Education
Certificate in Human Resource Administrative Management -
Tshwane University of Technology
National Diploma in Labour Relations Management -
Tshwane University Technology
Certificate of Customer Service Journey -
Mind your gap
Skills
- Data Management & Entry
- Call Handling inbound and outbound
- Strategic Problem Solving
- Time Handling
- Client Relationship Management
- Empathy
- POPIA Compliance
- Smartz skills
Languages
- English
- Sesotho
- Zulu
References
- Abel Mokgaditsi, Call Centre Supervisor, Fempower Personnel PTY LTD, +27 (0) 82 048 5569
- Cleopatra Maseko, Customer Service Centre Supervisor, Kapsch Trafficcom, +27 (0) 73 302 2614
Attributes
- Adaptability & Resilience: Demonstrated ability to thrive in fast-paced and rapidly changing environments, maintaining high performance under pressure.
- Commitment to Continuous Learning: Dedicated to staying current with industry advancements and continuously seeking opportunities for professional growth and development.
Professional Highlights
Afforded a chance to be a 2IC Supervisor which resulted in zero abandoned calls rate.
Languages
English
Proficient
C2
Zulu
Beginner
A1
Timeline
Contact Centre Operator Outsourced
Fempower Personnel PTY LTD
04.2025 - Current
Call Centre Operator
Kapsch Trafficcom
10.2021 - 03.2025
Customer Service Centre Operator
Kapsch Trafficcom
11.2011 - 09.2021
Sales Associate (Underwear department)
Foschini Group
12.2010 - 10.2011
Receptionist
Dr. T.L Matshingani
01.2006 - 01.2007
Certificate in Human Resource Administrative Management -
Tshwane University of Technology
National Diploma in Labour Relations Management -
Tshwane University Technology
Certificate of Customer Service Journey -
Mind your gap