Faith Petersen
Johannesburg
Summary
Im confident and successful at increasing monthly revenue using insightful marketing strategies and aggressive product development. Im skilled at understanding customer and employee requests and meeting their needs. Im very trustworthy with 16 years of practical experience and dedicated work ethic. Im self-motivated to consistently provide first-class results in line with stringent targets and deadlines. Im a diligent contact centre professional and I carefully follow procedures and handle issues in full. I balance customer desires with organisational standards to create mutually beneficial solutions to diverse problems. I consistently exceed performance and service quality targets.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Retention Customer Service Representative
Tracker Connect
02.2024 - Current
- Enhanced customer loyalty by proactively addressing concerns and providing tailored solutions, resulting in improved satisfaction.
- Streamlined account management processes using CRM tools, facilitating quicker response times and increased customer retention.
- Collaborated with cross-functional teams to design and implement effective retention strategies, boosting overall client engagement.
- Conducted regular follow-ups with customers to assess needs, ensuring ongoing support and fostering long-term relationships.
- Participated in team meetings to share insights and strategies, contributing to a collaborative environment focused on client success.
- Delivered accurate information regarding billing inquiries and assisted in resolving discrepancies quickly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained detailed records of customer interactions and shared insights with the team for continuous improvement efforts.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Ensured compliance with industry regulations and company policies throughout all dealings with customers.
- Utilized CRM software efficiently to track customer interactions and ensure proper follow-up on pending issues.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Clinical administrator
Guidepost
11.2018 - 08.2023
- The purpose of my role was to optimise the number of Diabetes education sessions completed by the Diabetes educators each day in order to ensure that maximum number of patients are booked and make sure that the patients attend consultations with each educator.
- I had to do plan the educators schedule and confirm the education sessions.
- I also had to develop and encourage a relationship with the educators I was working with to ensure that I assist with the identification of blockages to the process and proactively manage the educator's diary and time.
- Coordinated training to build and maintain qualified healthcare services team.
- Developed and implemented strategic plans to expand service offerings and improve programme results.
- Planned staff schedules to meet operational demands.
- Evaluated quality of junior consultants and coaches call interactions with patients to ensure the performance against objectives to assess need for improvements.
Call Centre Representative
Tracker connect
05.2017 - 10.2018
- Dealt with complex customer complaints professionally and politely, resolving issues with favourable solutions.
- Recorded details from customer communications on CRM.
- Applied correct hold and transfer procedures, consistently keeping call times within timeframe target.
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Followed up customer calls with further information or instructions when necessary.
- Identified and pursued opportunities to upsell company products and services.
- Recorded details of callers complaints and inquiries and outlined actions taken.
- Assist clients with vehicle tracking.
- Update vehicle ODO readings.
- Assist clients with trip log reports.
Call Centre Agent
Guidepost
12.2016 - 04.2017
- Recorded details from patients on the system.
- Made high volume of sales calls per day exceeding company outbound call targets.
- Helped train and educate new employees by buddying.
- Welcomed patients on Diabetes program.
- Courier glucometers to patients.
- Freshdesk ticketing.
- Report all adverse events patients experienced with insulin.
Fleet Sales Administrator
AVMS
12.2015 - 07.2016
- Proactively contacted clients to obtain information or verify accuracy on order information and client details.
- Created various accounting and sales documents, such as invoices, sales orders and quotations.
- Thoroughly checked order to ensure accuracy before sending to warehouses for dispatch.
- Maintained excellent customer satisfaction by staying helpful, polite and friendly throughout phone calls and other interactions.
- Ensured customer wait times and deliveries stayed on target by analysing customer reviews.
- Kept up-to-date product knowledge such as availability, price and specifications.
- Processed customer orders through email, live chat or phone, taking information such as client, card, delivery and product details.
- Closely communicated with shipping and logistic departments to ensure timely and accurate deliveries.
- Addressed and solved customer complaints such as missing deliveries and inaccurate orders in a timely and efficient fashion.
- Analysed market data, sales and quote history to provide quotes to customers.
- Updated and maintained sales and customer records to facilitate smooth delivery processes.
- Liaised with customers on any pricing deviations on orders and provided correct price.
- Provided administrative support in organisation of sales conferences to empower sales people to achieve results.
Sales and Retention Specialist
Absa vehicle and asset finance
12.2012 - 11.2015
- Met and exceeded monthly targets consistently to maximise revenue, minimise cancellations and increase customer lifetime value.
- Supported and mentored junior team members, providing leadership, direction and functional guidance to improve overall team performance.
- Do vehicle finance applications.
- Do credit validations.
- Give outcome on application and send to dealer for contract sign off.
- Cross sell value added products on vehicle finance.
Bank Executive Officer
Absa vehicle and asset finance
06.2006 - 11.2012
- Upload new debit order details.
- Cancel debit orders.
- Restructure accounts.
- Change payment dates.
- Draft border letters, paid up letters.
- Send audit certificates, amortization certificates and detailed statements.
- Do eft and refunds to clients.
Education
Higher National Diploma - Banking
- Business principals
- Basic accounting
- Basic economics
- Financial concepts
- Financial advice
- Financial legislative requirements
- Fais NQF Level 5 120 credits SAQA ID 48533
Matric - grade 12 - High school certificate
- Afrikaans first language
- English second language
- Biology
- Accountancy
- History
- Business economics
Skills
Highly responsible and reliable
REFERENCES
- FNB MANAGER MARTIE VAN ZYL 011 261 4000
- ABSA MANAGER - ZAIDA KHAN - 082 822 0560
- AVMS FLEET MANAGER - MZI TONGA - 083 530 1197
- TRACKER MANAGER - MELANI SMIT - 063 337 9685
- GUIDEPOST SUPERVISOR - PAMELA NKOSI - 083 868 6996
- GUIDEPOST MANAGER - URMA SHANNON - 083 324 5942
Languages
3,B1,6,C2
Education
other,other
Timeline
Retention Customer Service Representative - Tracker Connect
02.2024 - Current
Clinical administrator - Guidepost
11.2018 - 08.2023
Call Centre Representative - Tracker connect
05.2017 - 10.2018
Call Centre Agent - Guidepost
12.2016 - 04.2017
Fleet Sales Administrator - AVMS
12.2015 - 07.2016
Sales and Retention Specialist - Absa vehicle and asset finance
12.2012 - 11.2015
Bank Executive Officer - Absa vehicle and asset finance
06.2006 - 11.2012
Letsema Bankseta learnership - Higher National Diploma, Banking
Klipspruit west secondary school - Matric - grade 12, High school certificate