Itumeleng Ramapela
Customer Service Representative
Cape Town
Summary
Polite and professional Customer Service Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ascensos South Africa (Pty) Ltd
11.2021 - 8 2023
- Responded to customer inquiries via phone, email, and chat, achieving a 95% customer satisfaction rate
- Addressed and resolved customer complaints, reducing complaint escalation by 20%
- Provided accurate product and service information, leading to a 10% increase in sales conversions
- Processed customer orders with a 99% accuracy rate
- Tracked and monitored order status, improving delivery times by 15%
- Offered technical support, resolving 90% of issues on the first call
- Handled returns, exchanges, and processing refunds, reducing processing time by 30%
- Trained and mentored new interns, improving their onboarding process.
Administrator
G Smart Solution (Pty) Ltd
06.2019 - 01.2021
- Managed day-to-day operations, enhancing operational efficiency by 20%
- Processed and approved loan applications, maintaining a compliance rate of 100%
- Conducted thorough credit assessments and financial analysis, increasing loan approval rate by 15%
- Monitored loan repayment, achieving a 98% on-time repayment rate
- Assisted in the development and implementation of loan products, contributing to a 25% growth in the loan portfolio
- Conducted regular audits, ensuring adherence to regulatory requirements and reducing non-compliance incidents by 50%
- Prepared and presented performance reports, providing actionable insights to senior management.
Education
Diploma of Higher Education: Law - Paralegal Studies
University of South Africa
Pretoria, GP10.2022
Skills
Microsoft Office Suite
Complaint Handling
Call Center Operations
Salesforce CRM
Excellent Written and Verbal Communication
Customer Care and Retention
Problem-Solving
Time Management
Attention to Detail
Customer Relations
Empathy and Customer Focus
Multitasking and Prioritization
Certification
Diploma of Higher Education: Law, University of South Africa, 2022
Personal Information
- Available: Immediately
- Criminal Record: None
- Gender: Female
- Nationality: South African
- Driving License: Code 10 (C1)
Languages
English
Ethnicity
African
References
Available upon request
Disclaimer
I declare that the above information and facts are true, correct, and complete to my knowledge and belief.
Timeline
Customer Service Representative
Ascensos South Africa (Pty) Ltd
11.2021 - 8 2023
Administrator
G Smart Solution (Pty) Ltd
06.2019 - 01.2021
Diploma of Higher Education: Law - Paralegal Studies
University of South Africa