Singing
Cindy-Ann Abrahams
Call Center Agent
167a Denneguer Avenue, Strandfontein, Cape Town
Summary
Polite and professional customer service call center agent, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
9
9
years of professional experience
11
11
years of post-secondary education
2
2
Languages
Work History
Customer Service Call Center Agent
Merchants
Cape Town
07.2023 - 11.2023
- Maintained thorough knowledge of company products, services and policies to provide consistent support across all calls.
- Improved team performance by sharing best practices, tips and techniques for effectively managing customer interactions.
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Developed strong rapport with customers by attentively addressing their needs and fostering a positive service experience.
- Emphasized a customer-centric approach in all interactions by placing their needs and expectations at the forefront of each call.
- Navigated multiple software systems simultaneously while maintaining focus on the caller's needs.
- Achieved high first-call resolution rates by providing accurate information and solutions to customers' concerns.
- Managed challenging situations calmly while maintaining professionalism throughout interactions with high risk callers.
Quality Assurance Agent
BYC-Aqua South Africa
Cape Town
06.2022 - 12.2022
- Participated actively in audits conducted by external agencies, showcasing the company's dedication to maintaining high-quality standards across all functions.
- Streamlined inspection processes, resulting in increased efficiency and reduced errors.
- Conducted thorough assessments for identifying areas of improvement in production processes.
- Collaborated with cross-functional teams to address root causes of quality issues and implement corrective actions.
- Participated in departmental meetings to establish short- and long-term strategy.
- Enhanced customer satisfaction by promptly addressing complaints and providing effective solutions.
- Participated in project planning meetings to provide insight into potential risks or challenges related to quality assurance efforts.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
Fieldworker Supervisor
Statistics SA
Cape Town
02.2022 - 05.2022
- Contributed to the achievement of project milestones by consistently meeting deadlines for assigned tasks.
- Streamlined data collection processes for accurate and timely reporting to project managers.
- Reduced safety incidents by conducting thorough equipment inspections and following established safety protocols.
- Increased overall efficiency with expert navigation of relevant software tools for data entry, analysis, and reporting.
- Reduced safety incidents by conducting thorough equipment inspections and following established safety protocols
- Called on customers to set schedule and confirm appointments
Music Teachers Assistant
Groote Schuur High School
Cape Town
08.2020 - 10.2020
- Familiarized students with basic concepts of music such as notes, tempo, symphony, beats, compositions, and chords.
- Executed targeted lesson plans to instruct on music theory, music history, and performance etiquette.
- Mentored struggling students with individualized approach to enhance learning.
- Incorporated creative activities into lessons to engage students and spark interest in music.
- Utilized current technology and interactive teaching methods to enhance student engagement.
Assistant Manager
The Great Wizoo
Cape Town
09.2014 - 09.2017
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Developed strong working relationships with staff, fostering a positive work environment.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Education
South African College of Music, Third year -
University Of Cape Town
Cape Town, South Africa 02.2009 - 12.2014
High School Diploma -
Immaculata R.C Secondary
Cape Town, South Africa 01.2004 - 12.2008
Skills
Complaint Resolution
undefinedAccomplishments
- Principle character in local musical for Bok Radio "Radio Tydloos 1&2" 2012 – 2013 respectively.
- Emo Adams "Jou show" 2013
- SA's Got Talent, Semi-Finalist 2013
- The Little Mermaid as, "The sea witch" June 2018
- Evita the musical international Tour 2017-2018, 2019.
- Calling us home (Musical) 2023 as, "Princess".
- The Sound of Music (Musical) 2023-2024 as, "Frau Schweiger".
Personal Information
- ID Number: 9010090177087
- Date of Birth: 09/10/1990
- Nationality: South African
- Ethnicity: Colored/ Mixed
- Pronouns: Her/ She
References
- Mr. Abram Tlhoaele, General Manager, The Great Wizoo, tlhoaeleabe@gmail.com, 078 474 3251
- Mr. Jeremy Quickfall, Musical Director, Radio tydloos, jsquickfall@gmail.com, 084 737 0764
- Miss. Hazel Opperman, Manager, Statistics SA, bapsie94@gmail.com, 084 615 1745
- Mrs. Zulfaa Edwards, Manager, BYC-Aqua Solutions, zulfaa.edwards@bycaqua.onmicrosoft.com, 073 819 8272
- Mr. Abduraghman Samaai, Team Leader, Merchants, a.samaai@merchantscx.com, 071 672 3199
Interests
Acting
Guitarist
Timeline
Customer Service Call Center Agent
Merchants
07.2023 - 11.2023
Quality Assurance Agent
BYC-Aqua South Africa
06.2022 - 12.2022
Fieldworker Supervisor
Statistics SA
02.2022 - 05.2022
Music Teachers Assistant
Groote Schuur High School
08.2020 - 10.2020
Assistant Manager
The Great Wizoo
09.2014 - 09.2017
South African College of Music, Third year -
University Of Cape Town
02.2009 - 12.2014
High School Diploma -
Immaculata R.C Secondary
01.2004 - 12.2008
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