Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Timeline
Generic

BAHLE TWALA

Jabulani

Summary

2+ years in customer service with an additional 2+ years in sales. Consistently met Key Performance Indicators such as AHT, CSAT(DWR) and FCR. Recognized for remaining stoic, adapting quickly, and providing high-quality customer experience with ease as a result of having exceptional communications skills. Tech-savvy and proficient in platforms including Zendesk, Slack, Teams, and Salesforce. Driven by curiosity, discipline, a commitment to continuous improvement, reaching and exceeding targets that have been set. Additionally, managed a local hardware store, overseeing both financial operations and inventory control.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Merchants (DoorDash Business Unit)
02.2024 - Current
  • 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.
  • Assisted team members improve their KPIs(especially AHT and FCR).
  • Processed refunds for customers as well as payments for drivers(Dashers) for their work.
  • 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.
  • Provided after-sales support, including product returns and replacements to enhance the customer experience.
  • Resolved customer complaints that have been voiced out on the HelloPeter platform and other social media platforms.
  • 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.
  • Served as point of contact (POC) in the Team Leader's absence, ensuring smooth operations.
  • Documented interactions in CRM, guided troubleshooting, and submitted performance reports.
  • Upsold effectively by identifying customer needs, increasing sales, and satisfaction.


Manager

Jabulani Hardware
07.2020 - 08.2022
  • 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.
  • I scheduled deliveries, supplier payments and in store promotions.
  • I compiled monthly reports that would later be handed over to the founder of the store.
  • Managed and balanced financial records to ensure positive cash flow and operational sustainability.

Education

Bachelor's Degree -

El-Shaddai School
01.2019

Skills

  • Proficient in using Salesforce, Zendesk, Slack, Teams and SAP software
  • Data entry
  • Customer service
  • Problem solving and thinking from first principal
  • Basic Bookkeeping
  • Skilled in using Microsoft Office
  • Typing speed of 40 - 50 WPM

References

  • Qabukile, Nzimande, DoorDash Team Leader, +27828762778
  • Selina Khati (Cell C Team Leader) +27766012744
  • Sivuyile (Makro Team Leader) +27793228317
  • Bathandwa Sizani (Jabulani Hardware Founder) +27721795480

Hobbies and Interests

  • Exploring human behavior and decision-making through psychology literature.

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

Manager

Jabulani Hardware
07.2020 - 08.2022

Bachelor's Degree -

El-Shaddai School

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