Bulelwa Shwempe
Witsieshoek,Orange Free State
Summary
Dedicated Customer Service Professional experienced in call centre operations and technical support. Enhanced client satisfaction through effective crisis management and a client-focused approach. Committed to utilising strong communication and problem-solving skills to foster positive customer relationships.
Overview
5
5
Languages
5
5
years of post-secondary education
7
7
years of professional experience
Work history
Customer care agent
Teleperformance
2026.01 - 2025.02
- Handled high volume of inbound calls, providing prompt and courteous service while accurately identifying customer needs
- Managed and resolved customer complaints calmly and empathetically, adhering to company procedures and regulatory standards to enhance customer satisfaction and retention
- Responded to customer enquiries regarding policies, premiums, claims, and general insurance information, delivering accurate solutions within agreed turnaround times
- Generate and explain motor insurance quotations tailored to customer needs, ensuring compliance with underwriting guidelines and converting quotes into active policies where possible
Experienced customer care agent
Amazon
2023.06 - 2025.01
- Managed customer emails in line with Amazon’s service standards, delivering accurate resolutions to order-related concerns, escalations, and policy queries within SLA timeframes
- Handled live chat interactions with multiple customers, resolving real-time issues efficiently and maintaining high standards of customer satisfaction and quality assurance
- Assisted Amazon customers with enquiries regarding orders, deliveries, returns, refunds, account access, and payment issues, contributing to seamless customer experiences
Customer Care Advisor
Webhelp
2022.10 - 2023.06
- Achieved first-contact resolution by accurately diagnosing and resolving customer issues during the initial interaction, enhancing customer satisfaction and minimising repeat contacts
- Managed multi-channel customer interactions across voice, email, live chat, and social media platforms, ensuring consistent, high-quality support that adhered to Webhelp service standards and SLAs
- Provided first-level technical support by troubleshooting system, account, and product-related issues, guiding customers through step-by-step solutions, and efficiently escalating complex faults
Mail Distribution
Sanlam
2018.05 - 2022.08
- Managed mail distribution, ensuring timely delivery to recipients.
- Coordinated mail distribution, improving inter-office communication efficiency.
- Handled mail distribution among tenants efficiently.
- Processed withdrawal requests for personal investments, ensuring timely access to funds for clients
- Collaborated with team members to meet project milestones, enhancing overall team efficiency
Education
High school - Grade 12
Westbank High School
Cape Town, Western Cape 2004.01 - 2008.12
Skills
- Call centre expertise
- Live chat software proficiency
- Multi-channel support
- Technical support experience
- Social media customer care
- Order management
- Policy knowledge
- Resolution-Focused approach
- Conflict resolution
- Client-Focused delivery
- Communication proficiency
Languages
English
Fluent
Xhosa
Fluent
Afrikaans
Fluent
Zulu
Upper intermediate
Sotho
Intermediate
Affiliations
- Travelling
- Singing
- Socializing
- Voluntary Community work
Timeline
Customer care agent
Teleperformance
2026.01 - 2025.02
Experienced customer care agent
Amazon
2023.06 - 2025.01
Customer Care Advisor
Webhelp
2022.10 - 2023.06
Mail Distribution
Sanlam
2018.05 - 2022.08
High school - Grade 12
Westbank High School
2004.01 - 2008.12