Kelly Mthembu
Customer Representative
Pretoria
Summary
Dynamic professional with a proven track record at OUTsurance, excelling in customer service and problem-solving. Leveraged active listening and adaptability to enhance customer satisfaction and loyalty. Demonstrated expertise in computer proficiency, achieving high success rates in dispute resolution and account collections. Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in an administration role.
Developed strong communication and problem-solving abilities in fast-paced service environment. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Customer Service Representative
OUTsurance
09.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Renewal Customer Representative
OUTsurance
03.2021 - 08.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Identified opportunities for upselling or cross-selling products during interactions, increasing overall revenue generation.
- Assisted customers in navigating company website features, leading to increased online sales conversions.
- Streamlined communication channels for improved customer service response times and overall efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Debt Collector
Truworths Head Office
02.2020 - 02.2021
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Maintained consistently high success rate of collecting on overdue accounts.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved successful settlements by skillfully negotiating terms agreeable to both parties involved in disputes.
Education
Diploma - Law
University of South Africa
Pretoria, South Africa 04.2001 -
NSC Matric Certificate -
Loreto Convent School
04.2001 -
High School Diploma - Public Speaking And Communication
Knights of Da Gama
Pretoria, South Africa 04.2001 -
Skills
Customer service
Timeline
Customer Service Representative
OUTsurance
09.2022 - Current
Renewal Customer Representative
OUTsurance
03.2021 - 08.2022
Debt Collector
Truworths Head Office
02.2020 - 02.2021
Diploma - Law
University of South Africa
04.2001 -
NSC Matric Certificate -
Loreto Convent School
04.2001 -
High School Diploma - Public Speaking And Communication
Knights of Da Gama
04.2001 -
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Intermediate (B1)
Set
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
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