Musical Composition
Bulelani May
Industrial Psychology & International Relations Graduate
Cape Town,WC
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
1
1
Certificate
4
4
Languages
Work History
Customer Service Representative
Teleperformance SA
Cape Town
10.2023 - Current
- Sought ways to improve processes and services provided.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Answered constant flow of customer calls with minimal wait times.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Customer Service Representative
WNS Global Services
Cape Town
07.2023 - 10.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Recruitment Intern
Workforce Staffing Services
Cape Town
02.2023 - 07.2023
- Enhanced candidate experience by efficiently managing interview scheduling and communication.
- Developed and implemented onboarding and orientation programs for new employees.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Assisted with onboarding and orientation of new hires to expedite acclimatization process.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Collaborated with managers to identify and address employee relations issues.
Customer Support Specialist
Amazon
Cape Town (Remote)
11.2021 - 12.2022
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Completed 30-35 new and existing order queries per day with 100% accuracy and consistently high customer satisfaction scores.
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
Data Capture Specialist
Sanlam Head Office Bellville
Cape Town
08.2020 - 07.2021
- Built and maintained tracking databases for variety of measuring aspects.
- Used computer software to store and retrieve data.
- Assisted fellow team members on best practices for data capture techniques, enhancing their abilities as well as overall department performance.
- Managed multiple projects concurrently, demonstrating strong organizational skills while maintaining exceptional attention to detail.
- Evaluated source documents to locate needed information.
- Maintained strict confidentiality of sensitive information, adhering to company guidelines and industry regulations.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Assisted in creating a comprehensive training program for new Data Capture Specialists, fostering professional growth within the organization.
Hospitality Worker
Bugz Playpark
Cape Town
08.2015 - 01.2017
- Promoted the brand's loyalty program via social media, email and direct mail.
- Communicated with customers to promptly resolve complaints and address inquiries.
- Contributed to revenue growth by upselling promotional packages, event spaces, and additional services when appropriate.
- Greeted guests with friendly and professional acknowledgment to build rapport.
- Implemented effective time management strategies during high-volume periods which resulted in reduced wait times and increased guest satisfaction.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
Education
Bachelor of Arts - Industrial Psychology, International Relations
University of The Western Cape
Cape Town, South Africa 04.2001 -
Skills
Clerical Support
Recordkeeping strengths
Analytical Skills
Decision-Making
Training development aptitude
Process Improvement
Customer Relationship Management (CRM)
Cross-Functional Collaboration
Salesforce CRM
Quality Control
Product Knowledge
Key stakeholder relationship building
Certification
TEFL
Interests
Photography
Timeline
Customer Service Representative
Teleperformance SA
10.2023 - Current
Customer Service Representative
WNS Global Services
07.2023 - 10.2023
Recruitment Intern
Workforce Staffing Services
02.2023 - 07.2023
Customer Support Specialist
Amazon
11.2021 - 12.2022
Data Capture Specialist
Sanlam Head Office Bellville
08.2020 - 07.2021
Hospitality Worker
Bugz Playpark
08.2015 - 01.2017
Bachelor of Arts - Industrial Psychology, International Relations
University of The Western Cape
04.2001 -
References
- 0745156374 - Cheslin Andre Jameson (Manager at Teleperformance SA)
- 0793403675 - Raees Cornelius (Trainer at Teleperformance SA)
- 0795235715 - Kevin Price (Trainer at WNS Global Services)
- 0799238876 - Naziema Adams (Manager at Sanlam Head Office)
- 0219888836 - Thea van Wyk (Manager at Bugz Playpark)
- 0724833248 - Mandisa Foji (UWC Alumni)
References
- 0745156374 - Cheslin Andre Jameson (Manager at Teleperformance SA)
- 0793403675 - Raees Cornelius (Trainer at Teleperformance SA)
- 0795235715 - Kevin Price (Trainer at WNS Global Services)
- 0799238876 - Naziema Adams (Manager at Sanlam Head Office)
- 0219888836 - Thea van Wyk (Manager at Bugz Playpark)
- 0724833248 - Mandisa Foji (UWC Alumni)