Summary
Overview
Work History
Education
Skills
Hobbies
References
Timeline
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Bahle Twala

Soweto, Jabulani

Summary

Customer service specialist with 2+ years experience in sales(upselling) with an additional 2+ years in customer service. Consistently met Key Performance Indicators such as AHT and FCR. Recognized for staying calm under pressure, adapting quickly, and providing a high-quality customer experience. Tech-savvy and proficient in platforms including Zendesk, Slack, Teams, and Salesforce. Driven by curiosity, discipline, and a commitment to continuous improvement.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Merchants (DoorDash Business Unit)
02.2024 - Current
  • Assisted team members improve their KPIs(especially AHT and FCR)
  • I efficiently resolved an average of 70 customer inquiries per day, addressing issues related to food deliveries, missing funds, order discrepancies and app functionality, while maintaining a high standard of service quality.
  • Maintained a consistent customer satisfaction rating of 4.5/5 for 7 consecutive months which reflects a strong performance in delivering a strong customer experience.
  • Assisted with delivery tracking and issue resolution to enhance customer satisfaction.
  • Implemented CRM systems to streamline lead tracking, follow-ups, and sales conversions.
  • Worked US hours daily for over a year, so I am more than comfortable working shifts.

Customer Service Representative

Merchants (Makro Business Unit)
06.2023 - 01.2024
  • Consistently exceeded KPIs, earning monthly performance incentives for five consecutive months.
  • Promoted to back-office tasks within six months due to exceptional performance.
  • Handled inbound customer enquiries, including product questions and online orders.
  • Implemented CRM systems to streamline lead tracking, follow-ups, and sales conversions.
  • Upsold effectively by identifying customer needs, increasing sales, and satisfaction.
  • Collaborated with departments to ensure timely delivery and issue resolution.
  • Provided after-sales support, including product returns and replacements to enhance the customer experience.
  • Recorded details from customer communications on Zendesk.

Call Centre Agent

Merchants (Cell C Business Unit)
10.2022 - 06.2023
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Addressed customer enquiries on mobile services, billing, and technical issues, resolving complaints to retain loyalty.
  • Processed service requests, upsold products, and boosted sales through tailored recommendations.
  • Served as point of contact (POC) in the Team Leader's absence, ensuring smooth operations.
  • Built strong customer relationships, monitored stock, and ensured timely issue resolution.
  • Documented interactions in CRM, guided troubleshooting, and submitted performance reports.

Salesman

Jabulani Hardware
07.2020 - 08.2022
  • Developed strong client relationships through consistent communication and exceptional customer service.
  • Assisted customers in selecting appropriate products based on their needs, boosting satisfaction rates.
  • Managed inventory, ensured shelves were well-stocked, and monitored stock levels for timely orders.
  • Provided price quotes, product information, and processed sales transactions accurately.
  • Addressed customer complaints and provided effective solutions to ensure satisfaction.
  • Maintained a clean and organized store environment.

Education

Matric - Bachelor’s Degree

El-Shaddai School
Vanderbijlpark, South Africa
12-2019

Skills

  • Critical thinking
  • Customer service
  • Data entry
  • Skilled in using Microsoft word and Excel
  • Adaptability
  • Problem solving and thinking from first principal
  • Leadership
  • Proficient in using Salesforce, Zendesk and SAP software

Hobbies

  • Exploring human behavior and decision-making through psychology literature.
  • Passionate about emerging technologies and digital innovation.
  • Learning computer programming and practical applications of artificial intelligence.
  • Staying informed on global financial markets and economic trends.

References

References are available upon request.

Timeline

Customer Service Representative

Merchants (DoorDash Business Unit)
02.2024 - Current

Customer Service Representative

Merchants (Makro Business Unit)
06.2023 - 01.2024

Call Centre Agent

Merchants (Cell C Business Unit)
10.2022 - 06.2023

Salesman

Jabulani Hardware
07.2020 - 08.2022

Matric - Bachelor’s Degree

El-Shaddai School

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Bahle Twala