Team Sports
Fundi Yolanda Khumalo
Inbound Customer Success Advisor
Johannesburg
Summary
A detail-oriented team player with over 13 years of experience in high-volume and fast-paced environments with a history of recognitions for best performance. As a knowledgeable and dedicated professional
take pride in bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
I'm excelling in making critical decisions, managing deadlines and conducting team reviews. I'm a collaborative leader with strong organizational skills,ability to handle multiple projects simultaneously with a high degree of accuracy. I'm dedicated to self-development and to provide expectation exceeding service.I am self-starter and have a complete in-home setup.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Collections Contact Centre Consultant
MTN SA
Johannesburg
01.2012 - Current
- Arranging for faulty devices to be sent in for repairs
- Proving statuses on devices that went in for repairs.
- Ensure that all Out of Box Failure, Returns, Technical and Recall collections are processed within turnaround time.
- Verifying IMEI numbers and ensuring that handsets are delivered to correct warehouses where initially distributed from.
- Provide delivery tracking updates.
- Issuing of collection reference numbers for devices which have been booked in for repairs
- Handled 150 calls every day with positive attitude and focused on customer satisfaction.
- Gained extensive knowledge in data entry.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Applied effective time management techniques to meet tight deadlines.
- Paid attention to detail while completing assignments.
- Generated customer service reports to track customer satisfaction.
DIC Contact Centre Agent
MTN SA
Johannesburg
06.2009 - 01.2012
- Processing of cell phone upgrades.
- Document and detail calls and complaints using call center's CRM database.
- Researching, locating and providing information.
- Sending daily reports to manager.
- Completing transactions and escalating unresolved issues
- Attended telephone skills and program information training sessions to boost aptitude.
- Resolved complaints to satisfy customers and encourage future transactions.
- Handled over 100 calls .
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Strengthened communication skills through regular interactions with others.
- Responded to customer calls and emails to answer questions about products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
BBA - Business Administration
Mancosa
Johannesburg 01.2018 - 12.2020
High School Diploma -
Siyathemba Girls High
Mpumalanga,South Africa 01.1998 - 12.2002
Skills
Computer literate
undefinedInterests
Painting
Reading educational books
References
Ms Esmarry Smal (School Headmaster)
Siyathemba Girls High
(017)7300321
Mr Tumi Rabotapi (Supervisor)
MTN SA
(083)2121815
Mr Clifford Lubingo (Manager)
MTN SA
(083)2005161
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
BBA - Business Administration
Mancosa
01.2018 - 12.2020
Collections Contact Centre Consultant
MTN SA
01.2012 - Current
DIC Contact Centre Agent
MTN SA
06.2009 - 01.2012
High School Diploma -
Siyathemba Girls High
01.1998 - 12.2002
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