Chiara Gumede
Customer Service Representative
6 Maydeep Street,JHB,Gauteng Province
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 and providing customized solutions to build loyalty.
Overview
2
2
Certifications
8
8
years of post-secondary education
2
2
years of professional experience
Work History
TEFL Language Consultant
MPC Connect
Bryanston, JHB, Gauteng
11.2020 - Current
- Used pre-written curriculum to teach students English via remote video conferencing.
- Gently corrected student pronunciation and grammar to improve conversation skills.
- Worked with students between ages 6+ and 18+ on grammar, pronunciation and sentence construction.
- Completed in-service and additional training to maintain professional growth.
- Documented student attendance and progress against goals.
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Improved instruction methods by using various assessment tools and strategies.
Executive Customer Representative
Startek previously known as Aegies
Sunninghill, JHB, Gauteng
11.2019 - 03.2020
- Recommended potential products or services by collecting customer information and analyzing customer needs.
- Accepted payment by credit card and offered self-serve payment solutions after explaining charges on customer bills.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Listened to customers' questions and concerns to provide answers or responses.
- Maintained financial accounts by processing customer adjustments.
- Used Software's (Avaya softphone, Datacash, Atcom,C4C, Skyspeed,Bright, Citrix Tui knowhow) to prepare memos, correspondence and reports.
- Reviewed and applied changes to customer account profiles.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in 10% decrease in cancellations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Language Tutor
University of Johannesburg
Auckland Park, JHB, Gauteng
08.2019 - 11.2019
- Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
- Tutored struggling, average and advanced students in Philosophy course materials.
- Spearheaded group tutoring sessions to help students struggling in similar areas.
- Translated Philosophical content from English to IsiZulu.
- Assisted in introducing teaching students of tertiary level in their home language to increase and enhance overall understanding of content.
Matriculates Checker
IEB
Houghton, JHB, Gauteng
12.2016 - 12.2017
- Assisted in checking for errors after matriculant marking process is complete.
Education
BA PPE Degree - Politics, Philosophy & Economics, Politics
University of Johannesburg
Auckland Park, JHB 01.2016 - 01.2020
High School -
J.M Ntsime Secondary School
Mogwase, NW 01.2010 - 01.2014
Skills
Complaint resolution
Creative problem solving
Good listening skills
Individual and group instruction
Testing and grading
Fluent in English
Group tutoring
Individualized instruction
Reading level analysis
Verbal and written communication
Microsoft Office proficiency
Collaboration
Composure under high pressure
Self-motivated professional
Certification
TEFL
Timeline
TEFL
12-2020
TEFL Language Consultant
MPC Connect
11.2020 - Current
Artificial Intelligence in the 4IR
08-2020
Executive Customer Representative
Startek previously known as Aegies
11.2019 - 03.2020
Language Tutor
University of Johannesburg
08.2019 - 11.2019
Matriculates Checker
IEB
12.2016 - 12.2017
BA PPE Degree - Politics, Philosophy & Economics, Politics
University of Johannesburg
01.2016 - 01.2020
High School -
J.M Ntsime Secondary School
01.2010 - 01.2014