Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

INGA PARELA

Client Service Consultant
Johannesburg

Summary

Customer-focused and performance-driven professional with over 3 years of experience in customer service, sales, administration, and client engagement across various industries. Skilled in delivering exceptional support, understanding client needs, and converting leads into active accounts. Adaptable, curious, and a fast learner with a strong interest in financial products and client success. Committed to continuous learning, compliance, and driving innovation within collaborative teams.

Overview

5
5
years of professional experience

Work History

Appointment Setter

Ideas Unlimited
10.2024 - Current
  • Scheduled appointments for sales representatives, maximizing their time and enhancing productivity.
  • Manage and update client information in the CRM system to ensure accurate records of leads, prospects, and client interactions.
  • Excellent organizational, communication, and time-management skills.
  • Using platforms such as HubSpot, Zoom Sales Info, and Salesforce.
  • Using tools such as excel.
  • Familiar and currently using dialer software such as Vanilla Soft, Nextiva, Maxcontact, Ringcentral, and CXone.
  • Developed email templates for appointment confirmation, improving operational efficiency.
  • Maintained confidential records and handled sensitive customer data in compliance with company policies.
  • Built strong customer relationships, contributing to a 15% increase in repeat business.
  • Identified customer needs through effective questioning, aligned services with their requirements.
  • Controlled calls using established techniques to meet performance targets and maintain sales pressure.

Customer Service Associate

Quantanite
09.2022 - 09.2024
  • Answered 90% of calls within 60 seconds (90/60 SLA), ensuring prompt resolution of client queries.
  • Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate
  • Acknowledged and resolved complaints within SLA, contributing to improved client retention.
  • Coordinated schedules and followed up on tasks for team members, showcasing exceptional organizational and time management skills.
  • Identify gaps in process, and escalations
  • Maintain a consistent and high standard of service behavior to deliver on optimal client experience.
  • Identified potential customer retention risks and proactively addressed concerns, improving loyalty.
  • Cancel customer's orders (depending on the client's instruction).
  • Update CRM and add summary notes on complaints, actions taken, and letters posted.

Customer Service Consultant

Solugrowth
05.2022 - 09.2022
  • Resolved customer complaints received via social media, in-app communication, WhatsApp, and other digital platforms, ensuring resolution within SLA timelines.
  • Receiving all telephonic or written inquiries from both internal and external clients and answering these inquiries efficiently.
  • Acknowledge complaints and queries, dealing with complaints and queries as well as Quality Assurance
  • Apply product knowledge and dispute resolution principles in line with the complaints management framework to find solutions to complaints.
  • Effective and accurate recording and resolution of all inquiries on first contact.
  • Collaborated with cross-functional teams to improve service delivery and enhance client retention.
  • Ensured adherence to internal policies, legislation, and quality standards to maintain high service excellent
  • Applying critical thinking and problem-solving skills to customer problems.
  • Handled high call volumes while maintaining a courteous and professional demeanor.
  • Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Completed 30 outbound follow-up calls each day to qualified prospects interested in our services.

Administrative Assistant

Resolution Circle, UJ
11.2021 - 04.2022
  • Manage complex calendars and coordinate internal/external meetings.
  • Assisting with administrative tasks, including faxing and travel arrangements.
  • Facilitated seamless communication by collaborating on email correspondence, ensuring clear and concise messaging across all channels.
  • Meticulously handled invoices and reports, maintaining accuracy and organization to support financial operations.
  • Successfully coordinated meeting logistics and venues, ensuring optimal arrangements to facilitate productive discussions and decision-making.
  • Draft, edit, and format financial documents, reports, and presentations.
  • Provided professional telephone etiquette by promptly answering and directing calls, delivering exceptional customer service to internal and external stakeholders.
  • Follow up with vendors for the delivery of items.
  • Streamlined administrative processes by managing diaries, calendars, and weekly registers, enhancing overall operational efficiency.
  • Organize travel and detailed itineraries, where applicable.
  • Ensure smooth office operations by ordering and restocking office supplies and enforcing adherence to policies.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.
  • Prepare meeting packs, take minutes, and distribute them timely after review and approval by the chair.

Senior Administrator

Gym Company
01.2021 - 10.2021
  • Managed member accounts, including registrations, renewals, cancellations, and payment reconciliations.
  • Arrange any venues and catering for any team events, as requested by the manager.
  • Produced weekly and monthly performance and financial reports for senior management.
  • Assisted in implementing marketing campaigns and managing promotional events.
  • File all emails that have already been dealt with into the correct online folder, and bring the pending emails to his/her attention.
  • Oversaw daily administrative operations to ensure seamless front desk and office functionality.
  • Kept office operations running smoothly by providing effective leadership and administrative skills.
  • Served as a key point of contact between management and employees, addressing concerns promptly and professionally to maintain a positive work environment.

Administrator

Virgin Active
02.2020 - 12.2020
  • Manage the diary of the manager, in an efficient manner by using Outlook, to set up meetings requested by the line manager or to accept meetings requested by others where the manager's presence is needed.
  • Managing petty cash and processing payments.
  • Reporting maintenance or facility issues to the relevant department.
  • Assist with any general administration e.g. photocopying, scanning, document binding etc that line manager requires.
  • Support event planning for internal and client-facing functions.
  • Handling data entry and filing of documents (electronic and physical).
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Maintained personnel records and updated internal databases to support document management.

Education

Advanced Diploma - Marketing

University of Johannesburg
Johannesburg
12.2020

National Diploma - Marketing

Mangosuthu University of Technology
Durban
12.2019

Skills

  • Data Analysis & Reporting skills

  • Attention to detail

  • Analyse complex data sets

  • Complaints Handling & Resolution

  • Interpersonal & Relationship Management Skills

  • Thrive in a collaborative environment

  • Sales Target Achievement

  • Lead Conversion & Account Opening

  • Quality Assurance

Accomplishments

  • Recognized as a top performer in customer service for Quantanite.
  • Played a key role in increasing customer retention rates by 15%.
  • Successfully managed and resolved 100+ client inquiries weekly, maintaining high satisfaction scores.

Timeline

Appointment Setter

Ideas Unlimited
10.2024 - Current

Customer Service Associate

Quantanite
09.2022 - 09.2024

Customer Service Consultant

Solugrowth
05.2022 - 09.2022

Administrative Assistant

Resolution Circle, UJ
11.2021 - 04.2022

Senior Administrator

Gym Company
01.2021 - 10.2021

Administrator

Virgin Active
02.2020 - 12.2020

Advanced Diploma - Marketing

University of Johannesburg

National Diploma - Marketing

Mangosuthu University of Technology

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