Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Proficient Customer service agent with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Dorion Jaide Petersen
Cape Town
Summary
Overview
6
years of professional experience
Work History
Takealot.comCape Town
Customer Service Agent
11.2017 - Current
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved over 105 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Contacted customers to return routine and general calls promptly.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved over 95 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management
Pimp My BookCape Town
Sales Assistant
01.2016 - 03.2016
Job overview
- Assisted customers with prompt and polite support in-person and via telephone.
- Helped customers locate products and checked store system for merchandise at other sites.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Fielded customer questions to share information about products, availability and pricing.
- Input credit and debit card payments in POS system to complete purchases.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
- Completed orders and organized product deliveries to meet customer timetables.
- Maintained records related to sales, returns and inventory availability.
- Referred customers to various services by evaluating needs and providing recommendations.
- Coached new sales staff on store policies and strategies for increasing revenue.
- Boosted team profits with great time and resource management focused on meeting and exceeding sales targets.
- Supported loss prevention goals by monitoring shopper behavior.
- Maintained weekly sales tracking and leadership reports to support operational enhancement and implement corrective actions.
- Worked independently with minimal supervision.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Researched new clients for sales team, inputting contact information into Salesforce.
- Prepared PowerPoint presentations and Word documents for sales presentations.
AmazonCape Town
Call Center Agent
10.2014 - 01.2015
Job overview
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Resolved over 95 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
SASSACape Town
Data Capturer
10.2012 - 03.2013
Job overview
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Added documents to file records and created new records to support filing needs.
- Obtained scanned records and uploaded into database.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Evaluated source documents to locate information needed for each data entry field.
- Supported multiple departments with special projects.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Outlined appropriate processes and procedures to fulfill and complete inquiries.
- Performed more than 50 hourly 10-key actions while maintaining 65% error rate.
Education
Tira TelecomsCapetown South Africa
GED
06.2017
University Overview
NORTH LINK COLLEGECape Town South Africa
GED
03.2014
University Overview
- Professional development completed in N4, N5,N6 in Educare
- Child health, Educational Psychology, Day Care Management, Day Care Communication, Entrepreneurship and business Management
Elsies River Secondary SchoolCape Town Elsies River
High School Diploma
11.2011
University Overview
- Completed professional development in English, Afrikaans,Life Orientation, Math Lit, Life Science, Business Studies, Computer Applications Technology
Skills
- Cash Register Operations
- Understanding Customer Needs
- Making Announcements
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Selling Skills
- Data Entry and Maintenance
- Customer Retention Strategies
Watching movies
Watching movies
I enjoy watching Christian movies stories
Languages
English
Advanced (C1)
Afrikaans
Advanced (C1)
Timeline
Customer Service Agent
Takealot.com
11.2017 - Current
Sales Assistant
Pimp My Book
01.2016 - 03.2016
Call Center Agent
Amazon
10.2014 - 01.2015
Data Capturer
SASSA
10.2012 - 03.2013
Tira Telecoms
GED
NORTH LINK COLLEGE
GED
Elsies River Secondary School
High School Diploma
Similar Profiles
Vershen NaidooVershen Naidoo
Head of Risk and Security - Supply Chain Division at takealot.comHead of Risk and Security - Supply Chain Division at takealot.com
Yondela RhamncwanaYondela Rhamncwana
Reciever at Takealot.comReciever at Takealot.com
THEMBISA SOMAGACATHEMBISA SOMAGACA
Packer at Takealot.comPacker at Takealot.com