Babalwa Phillips
Port Elizabeth
Summary
Experienced Senior Customer Service Associate with a demonstrated history of working in the telecommunications industry. Skilled in Customer Relationship Management (CRM). Professional services, Product adoption, Customer service, and Troubleshooting. Resolute support professional graduated from Port Elizabeth College
Overview
6
6
years of professional experience
3
3
Languages
Work History
Call Centre Agent
Startek - Telkom mobile
01.2021 - 02.2024
- Inbound Customer care operator
- Providing customer satisfaction between Telkom and consumer
- Responsible for Trouble- shooting network related issues from routers to mobile phones
- Sim related involving sim swap, recharges, sim suspension and activation
- Assisting with device black-listing, activations and transactions done on Transunion
- Able to understand customer billing to assist Hybrid and post-paid customers
- Capturing and viewing client's information through CRM, SFE, HUAWEI and NGN
- Achieving/passing 100% quality score including overall KPIs and attendance
- Liaising with other internal departments
Call center agent
Ison Experiences - DSTV
04.2019 - 01.2021
- Reporting to team leader and manager for the division of P.E Dstv customer care
- Inbound customer care operator
- Maintaining consumer satisfaction through soft skills and delivering solid customer experience
- Responsible for billing related queries, processing refunds
- Account upgrades, downgrades, cancellations, activations
- Decoder troubleshooting
- Updating client's information and capturing call interactions
- Achieving 100% customer service ratings
Trainee sales consultant
Cell C
12.2018 - 04.2019
- Reporting to assistant manager and manager of Cell c store branch
- Trainee sales consultant
- Assisting in Billing related for Cellphone contracts on hybrid and postpaid
- Lead generation and cold calling
- Processing repairs
- Assisting with new activations and sale targets for the store
- Responsible for the process of, generate billings, receiving and capturing bills on the system/ tills using cash or card payments
- Adhering to processes, guidelines, goals set Cell c
Till Operator
Woolworths
11.2017 - 09.2018
- Customer sales assistant
- Upselling / promoting VAS
- Till operator ensuring a smooth transaction
- Ensuring the store is tidy and cleaning the work area
- Skills Obtained
- Customer Service (empathy, adaptability, patience, effective listening, willingness to improve)
- Customer Satisfaction (ability to manage complaints, expectations, achieving performance quality measures as per company measures)
- Microsoft Office (word, Outlook, excel - intermediate)
- Sales (Product knowledge, communication, rapport building, negotiation, product presentation)
- Teamwork - (Active listening, responsibility, collaboration, honesty)
- Data Entry and maintenance (diligence, time management, computer literacy, critical thinking)
- Ability to process bills and payments (Till operating)
Education
Matric - undefined
Cowan High School
01.2010 - 1 2014
Marketing Management N6 - Marketing Management, Marketing Research, Sales Management, Communication, Computer Practice, Economics, Entrepreneurship & Business
P.E Russel Road College
01.2015 - 1 2017
Excel - undefined
LinkedIn Learning
IT Help desk for beginners - Help desk support/ Technical support
LinkedIn Learning
Skills
Customer Service
Customer Satisfaction
Microsoft Office
Sales
Teamwork
Data Entry and maintenance
Ability to process bills and payments
Skills Obtained
- Customer Service (empathy, adaptability, patience, effective listening, willingness to improve)
- Customer Satisfaction (ability to manage complaints, expectations, achieving performance quality measures as per company measures)
- Microsoft Office (word, Outlook, excel - intermediate)
- Sales (Product knowledge, communication, rapport building, negotiation, product presentation)
- Teamwork (Active listening, responsibility, collaboration, honesty)
- Data Entry and maintenance (diligence, time management, computer literacy, critical thinking)
- Ability to process bills and payments (Till operating)
Timeline
Call Centre Agent
Startek - Telkom mobile
01.2021 - 02.2024
Call center agent
Ison Experiences - DSTV
04.2019 - 01.2021
Trainee sales consultant
Cell C
12.2018 - 04.2019
Till Operator
Woolworths
11.2017 - 09.2018
Marketing Management N6 - Marketing Management, Marketing Research, Sales Management, Communication, Computer Practice, Economics, Entrepreneurship & Business
P.E Russel Road College
01.2015 - 1 2017
Matric - undefined
Cowan High School
01.2010 - 1 2014
Excel - undefined
LinkedIn Learning
IT Help desk for beginners - Help desk support/ Technical support
LinkedIn Learning