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
undefinedCertification
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
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