Summary
Overview
Work History
Education
Skills
Certification
Interests & Activities
Timeline
GeneralManager
Cerishna Rooks

Cerishna Rooks

Customer Service Agent
Cape Town

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

6
6
years of professional experience
5
5
years of post-secondary education
1
1
Certificate
2
2
Languages

Work History

Customer Service Representative

RCS
Cape Town
06.2016 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Processed customer adjustments to maintain financial accounts.
  • Collected and analyzed customer information to prepare product or service reports.
  • Responded to customer requests for products, services and company information.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Admin duties (sending letters, balance reversals, account adjustments and communication with customers via email)

Line Packer

Rhodes Food Group
Wellington
03.2016 - 05.2016
  • Decontaminated work areas using sprayers to apply cleaning and disinfecting solutions.
  • Prepared orders by processing requests, pulled materials from warehouse, packed boxes and prepared shipments.
  • Determined and resolved equipment problems through troubleshooting.
  • Quickly and properly wrapped and boxed and items, maintaining uniformity to meet fulfillment targets.
  • Completed daily orders with expert picking and packing of shipments.
  • Wrapped and packed perishable food in boxes based on quality and quantity.
  • Protected materials for transport by correctly packaging products in boxes and crates.

Education

GED -

Wellington High School
Wellington,South Africa
01.2011 - 11.2015

Skills

    Microsoft Office Suite proficiency

undefined

Certification

120 HR TEFL Certificate

Interests & Activities

  • Music &Singing
  • Run my own YouTube Channel where I upload song covers. I enjoy doing this because it has helped me with my self-confidence and also allows me to showcase one of my talents.

Timeline

120 HR TEFL Certificate

06-2022

Customer Service Representative

RCS
06.2016 - Current

Line Packer

Rhodes Food Group
03.2016 - 05.2016

GED -

Wellington High School
01.2011 - 11.2015
Cerishna RooksCustomer Service Agent