BUSISIWE SHARON MOLELE
East Rand
Summary
Proven Customer Service Representative and SME at Aegis/Startek Global Outsourcing, I excelled in deploying effective sales and retention strategies, surpassing targets and securing client relationships. My adeptness in negotiation and team leadership fueled an 80% productivity increase. Renowned for resilience and problem-solving, I consistently enhanced customer satisfaction and team performance.
Overview
1
1
year of professional experience
1
1
Language
Work History
Customer Service Representative and SME
Aegis/Startek Global Outsourcing
06.2023 - 09.2024
- Delivered high-impact sales and retention strategies for USA-based campaign, consistently exceeding performance targets
- Securing long term client relationships
- Fulfilled duties within the Inbound section of the operational floor and Outbound
- Resolved escalated issues promptly, ensuring a high first call resolution rate and reducing call-back instances
- Collaboration with workforce management to track and improve agent performance on KPIs like AHT, ACW, ASA and customer satisfaction – achieving 80% productivity boost
- Prepared weekly performance reports and provided coaching to the team members to align with client requirements
Education
Bachelors of Arts Degree - Psychology, English
Certificate of merit for academic excellence in general psychology.
University of South Africa - General psychology, Communication Science, Industrial Psychology, English
Relevant modules: General psychology, Communication Science, Industrial Psychology and English.
Skills
Sales & Retention
Customer Service
Keyboard Skills
Negotiation Skills
Administrative skills
Team Leadership
Adaptability & Resilience
Integrity & Passion
Judgment & Problem solving
Accomplishments
- Elected as Student Representative Council member and Linguistics Student Head during university.
- Up-skilled as SME within 5 months into my position as an agent for outstanding product knowledge, good performance statistics and team mentorship.
- Played key role in on-boarding and mentoring new team members, leading to a 80% increase in team efficiency.
- Reduced callback through first call resolution by 15% and personalized client interactions.
- Joined and completed programme for Cell C, Take A Girl Child To Work Day Programme, acquired certificate of merit for successful participation, under Bidvest TMS Industrial Services.
- Certificate of merit for academic excellence in general psychology.
- Acted as escalation point for supervisor level calls, achieving a 90% resolution success rate for high value clients.
Timeline
Customer Service Representative and SME - Aegis/Startek Global Outsourcing
06.2023 - 09.2024
Pearson Institute of Higher Education (Eduvos) - Bachelors of Arts Degree, Psychology, English
University of South Africa - University of South Africa, General psychology, Communication Science, Industrial Psychology, English