Communication
Kagiso Nkwana
Administrator
Johannesburg,GP
Summary
Proven professional with extensive experience at Auction Nation, adept in customer relationship management and problem-solving. Excelled in enhancing client satisfaction and reducing call handling times, showcasing exceptional communication and multitasking abilities. Achieved consistent performance improvements, demonstrating a commitment to excellence and a strong ability to thrive under pressure.
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2
2
years of professional experience
1
1
Certification
4
4
Languages
Work History
Call Center Representative
Auction Nation
08.2024 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Administrator
Auction Nation
05.2024 - 08.2024
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Maintained personnel records and updated internal databases to support document management.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
Administrative Assistant
Tyrant Security Services
02.2023 - 03.2024
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Education
No Degree - Information Technology
Boston City Campus
Germiston, South Africa 04.2001 -
Skills
Customer service
Customer relationship management
Call control
Data entry
Complaint resolution
Problem-solving skills
Call center customer service
Communicating with clients
Customer support
Inbound phone calls
Verbal and written communication
Interpersonal skills
Resolving issues
Product knowledge
Gathering information
Call center operations
[Language] fluency
Inbound phone call management
Documentation and reporting
Customer service optimization
Calm under pressure
Teamwork and collaboration
Active listening
Problem-solving
Excellent communication
MS office
Problem-solving abilities
Microsoft office
Time management abilities
Adaptability
Multitasking
Calm and professional under pressure
Written communication
Customer data confidentiality
Multitasking Abilities
Customer service excellence
Attention to detail
Reliability
Effective communication
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 5 in the development of our new sales system.
Software
MS office
Spreadsheets
Certification
LiveChat Expert LiveChat, Inc.
Timeline
Call Center Representative
Auction Nation
08.2024 - Current
Administrator
Auction Nation
05.2024 - 08.2024
Administrative Assistant
Tyrant Security Services
02.2023 - 03.2024
No Degree - Information Technology
Boston City Campus
04.2001 -