Fortunate Khumalo
Call Center Agent
Summary
Dynamic Customer Support Specialist with a proven track record at Durban University of Technology, excelling in customer service excellence and active listening. Enhanced client satisfaction through effective issue resolution and relationship building, contributing to repeat business. Skilled in CRM, I streamlined processes to improve efficiency and foster a positive customer experience.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
Durban University of Technology
03.2024 - 03.2025
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Medical Office Administrator
Seadoone Medical Center
01.2021 - 02.2023
- Received, recorded and filed medical payments by check, cash, and credit card.
- Oversaw the implementation of a new EHR system, leading staff training sessions and addressing technical issues as they arose during the transition period.
- Improved patient check-in efficiency by streamlining administrative processes.
- Maintained optimal supply levels by closely monitoring and proactively replenishing supply inventory.
- Supported physicians in providing high-quality patient care through effective organization of medical records, lab results, and diagnostic reports.
- Managed emergency appointment requests efficiently, ensuring critical care was not delayed.
- Managed patient records to ensure compliance with healthcare regulations, enhancing organizational reputation for reliability.
- Organized community health fairs to promote clinic services, expanding patient base.
Education
Accounting, Business Economics, Mathematics
Sastri College
Durban, South AfricaSkills
Active listening
Customer service excellence
Time management
Customer relationship management (CRM)
Timeline
Customer Support Specialist
Durban University of Technology
03.2024 - 03.2025
Medical Office Administrator
Seadoone Medical Center
01.2021 - 02.2023
Accounting, Business Economics, Mathematics
Sastri College
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