CHUMA NGCONGO

• Proactively identify issues and problems before they arise, and use effective problem-solving techniques to help customers resolve their issues
• Manage the delegated mailboxes ensuring all correspondence is actioned with agreed SLAs
• Ensuring compliance with company policies, values guidelines, and other relevant standards/regulations at all times
• Administer and process incoming posts and e-mails, including the scanning of relevant documents.
• Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
• Implemented strategies to reduce average handling time without compromising on service quality.
• Developed rapport with customers, fostering long-term relationships and repeat business.
• Enhanced customer satisfaction by addressing and resolving issues promptly.

Skills

• Telephone etiquette and customer service excellence.
• Focused and driven whilst demonstrating exceptional attention to detail.
• Patience,tenacity and sound decision making driven by genuine desire to help customers.

• Collect, and check data for completeness and consistency capturing all clinical data PRE-ART, ART, and TB data as well as Prep
• Generate reports and compile weekly and monthly reports
• Dispatch for top management
• Provide administrative services and ensure proper filing, safekeeping, and scorecards, working closely with management in identifying challenges, formulating strategy recovery plans, and submitting timesheets.
• Corrected data entry errors to prevent duplication or data degradation.
• Maintained strict confidentiality while handling sensitive client information and records.
• Obtained scanned records and uploaded them into the database.

Skills

• Strong communication skills, both written and verbal
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to maintain confidentiality and ensure information security

• Assist Talk Talk customers in paying their broadband bills online
• Processing and upselling new deals for customers, assisting them upgrade their packages, and retaining unhappy customers
• Ensuring data is captured accurately by following verification procedures and confirming all the necessary customer information e.g DPA
• Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
• Implemented strategies to reduce average handling time without compromising on service quality.

Skills

• Customer-centric with solution-based mindset
• Ability to multi-task, work under pressure, prioritize, and manage time effectively
• To be oriented and proactive, being able to get things done and achieve targets
• Enthusiasm, willingness and drive to learn