Cindy Swem
Senior Customer Service Agent
Port Elizabeth
Summary
An individual who believes in working hard to achieve her goals. I am ambitious, self-motivated and I always pride myself in being dedicated and my ability of working well under pressure and still producing work in the most accurate manner. Moreover, I work well in a team, with impeccable time management skills, ensuring to always meet deadlines. I am currently looking for opportunities which will provide career advancement, with the chance to use and contribute my skills and theoretical knowledge in a practical space. Most importantly, I am looking for an environment where I will be afforded the chance to learn and grow professionally and as an individual. Qualified Advanced Technical Support Specialist with 3 years of help-desk and customer service experience. Provides technical support. Adapt at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
9
9
years of professional experience
13
13
years of post-secondary education
Work History
Technical Support Agent
ISON Xperiences (Vodacom Campaign)
11.2022 - Current
- Responding to queries via phone, email, or live chat
- Taking ownership of customer issues and following standard service desk procedures manner
- Escalating relevant incidents beyond first line support
- Adhering to shift roster and standby requirements
- Any other reasonable task
- Troubleshooting and diagnosing issues with the following services, Wi-Fi, broadband, domains, hosting services
- Providing efficient and effective support to achieve a high rate of first-time resolution
- Following up with customers to ensure full resolution of the problem
- Ensuring internal and external ticket communication is carried out in a professional and timely.
- Maintained detailed records of customer interactions, documenting resolutions for future reference
- Reviewed internal processes regularly, suggesting improvements that led to reduced average call times and increased customer satisfaction
- Adhered to company policies when addressing client concerns or escalating unresolved issues appropriately
- Stayed current with industry trends and emerging technologies, providing informed support to customers
- Collaborated with cross-functional teams to resolve escalated issues effectively
- Supported new team members during their onboarding process, sharing best practices and tools for success in the role
- Facilitated training sessions on product updates or changes within the organization to ensure consistent knowledge across all support agents
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided
- Improved customer satisfaction by providing timely and efficient technical support to clients
- Responded to customer inquiries and provided technical assistance over phone.
- Developed and implemented preventive maintenance procedures
Aspiring financial Advisor
Old Mutual
11.2021 - 03.2022
- Responsible for helping customers with their services related queries and complaint
- Helping customers rehabilitate their accounts
- Escalate credit bureau related issues to the relevant department
- Calling clients and briefing them about the importance of taking policies
- Manage administration, including filing, printing, typing and organizing
- Booking appointments telephonically, diarizing all appointments made, confirming all appointments in the afternoon and first thing in the morning and rescheduling appointment if clients can't make it
- Drafting other documents including and filing client details according to the times and dates of appointments.
Sales Advisor/Merchandiser
Johnson Work Wear Depot
11.2020 - 10.2021
- Understanding customer needs and connecting the to the right solution
- Ensure all our products are always well stocked and merchandised to the highest level
- Assist customers by preparing quotations for current and future orders.
Call Centre Agent
WNS-SNR Associate
12.2015 - 12.2019
- Assist clients with billing queries, opening accounts and cell phone contracts
- Follow communication "scripts" when handling different topics as per training
- Build sustainable relationships and engage clients by taking the extra mile
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets by obtaining payment plans for sales for clients
- Handle customer complaints and escalate to management when required
- FTTH AND FFTB and ADSL support.
Technical Support
Vodacom
06.2015 - 09.2015
- Responding to queries via phone, email, or live chat
- Escalating relevant incidents beyond first line support
- Troubleshooting and diagnosing issues with the following services: Wi-Fi, broadband, LTE, domains, hosting services
- Providing efficient and effective support to achieve a high rate of first-time resolution
- Following up with customers to ensure full resolution of the problem
- Ensuring internal and external ticket communication is carried out in a professional and timely.
Sales Assistance
Edgars Active
04.2015 - 06.2015
- Receiving, checking and replenishing of stock
- Handled customer complaints
- Conducting price promotion checks
- Arranging and labelling products on the display shelves
- Assisting customers in finding the products they're looking for
- Providing product advice and recommendations to customers
- Collaborating with other team members to drive sales
- Performed day end procedures such as filing and balancing the till.
Education
Higher Certificate in Business Studies -
University of South Africa
Business Management - Business Management
Nelson Mandela University
Port Elizabeth 04.2001 - 04.2014
Skills
Excellent interpersonal and communication skillsundefined
Contact No
067 068 5162, 076 541 1165
Personal Information
- Date of Birth: 09/25/94
- Nationality: South African
- Driving License: Code B
References
- Justin Harsh, WNS Global Services, 073 360 5550
- Emmarentla Du Plessis, Old Mutual, 041 390 7773
- Anton Gerber, Jonsson Work Wear Depot, 065 872 0377
- Nosiphiwo Nikani, ISON Xperiences, 071 268 6286
Disclaimer
I hereby give my consent to keep my CV and contact me for any future opportunities in your Organization.
Timeline
Technical Support Agent
ISON Xperiences (Vodacom Campaign)
11.2022 - Current
Aspiring financial Advisor
Old Mutual
11.2021 - 03.2022
Sales Advisor/Merchandiser
Johnson Work Wear Depot
11.2020 - 10.2021
Call Centre Agent
WNS-SNR Associate
12.2015 - 12.2019
Technical Support
Vodacom
06.2015 - 09.2015
Sales Assistance
Edgars Active
04.2015 - 06.2015
Business Management - Business Management
Nelson Mandela University
04.2001 - 04.2014
Higher Certificate in Business Studies -
University of South Africa
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