KELEBOGILE VERONICA BLOEM
Customer Service
Cape Town
Summary
A professional and proficient individual. I am an effective team member who can meet deadlines and ensures that the highest standard of her work meets and exceed company’s expectations. She goes all out to maintain an enjoyable working environment. She has experience in working with the public face-to –face, over the telephone and general office routine. She is someone who will go the extra mile to get things done.
Overview
14
14
years of professional experience
7
7
Languages
Work History
Customer Service Consultant
WNS Business Consulting Services
01.2025 - Current
- First call resolution
- Ensure all calls are answered promptly and professionally
- Adhere to the call handling promptly quality standards
- Actively to the call handling quality standards
- Active engage with the client, listen attentively and extract the necessary information required
- Ensure all calls are logged
- Log queries that require further administration and action
- Ensure all captured information is accurate and complete
- Report incidents according to set guidelines
- Maintain quality control principles and recommend process improvements
- Meet client expectations and maintain quality customer service principles.
- Address customer complaints and provide necessary feedback
- Adhere to professional telephone etiquette and principle
- Maintain confidentiality
Enrolment Officer
SPARK SCHOOL
05.2024 - 11.2024
- Reviewing applications
- Managing data and records
- Managing student enrolment: Overseeing the entire enrolment process, from application to registration.
- Manage communications with various stakeholder (parents, teachers)
- Manage all leads to ensure sales conversion.
- Regular check the school website to ensure it is updated and contact the relevant department to update.
- Promoting the vision and mission of SPARK Schools to communities
- Resolve customer complaints and issues in a timely and satisfactory manner.
- Update respective account information on CRM and other relevant platforms utilised.
- Delivering memorable positive experiences for every prospective parent and stakeholders
- Acting as a subject matter expert on all enrolment and admissions related processes.
- Adhere to professional telephone etiquette and principles
- Maintain confidentiality
Admin Clerk
MAFLO’S DISTRIBUTORS & CATERING SERVICES
01.2024 - 04.2024
- Answering customer questions, providing information, taking and processing orders and addressing complaints
- Compiling, maintaining and updating company records
- Setting up appointments, scheduling meetings, distributing reports and managing the correspondence between the office and external bodies
- Operating office equipment including printers, copiers.
Helpdesk Consultant
INUKA FRAGRANCES
07.2022 - 12.2023
- Mentoring business members by empowering them to grow their business.
- Giving them tips on personal selling.
- Commits to meetings every week with the members to follow up on their plans.
- Designing schedules that will assist the members to achieve their goals.
- Communication via telephone and email
- Assisting with business and orders related queries.
- Adhere to professional telephone etiquette and principles
- Maintain confidentiality
Customer Service Consultant
SHOPRITE
11.2020 - 06.2022
- Provide telephonic customer support and respond to emails
- Address telephonic complaints and general queries in a professional manner and in line with set standards
- Adhere to sound written communication principles
- Maintain customer service standards and promote a positive image of the Company
- Escalate complaints/enquiries/information to relevant operational level
- Ensure complaints/questions are answered/resolved in a reasonable time-frame
- Follow-up on customer enquiries and complaints, if applicable
- Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards
- Adhere to professional telephone etiquette and principles
- Maintain confidentiality
Customer Service Consultant
WOOLWORTHS
04.2018 - 11.2020
- Assists in the development of a high performing contact centre by delivering differentiating customer service to customers through all channels and mediums.
- Ensure all complaints are within SLA of 48 hours as required.
- Follow up with relevant third parties to ensure customer complaints are resolved timeously.
- Responsible for end-to-end customer complaints resolutions.
- Inputting customer refunds, goodwill gestures or compensations in the compensation workbook to be authorised by a team manager.
- Create a memorable customer experience.
Customer Service Agent
AMAZON
09.2017 - 01.2018
- Ability to empathize with and prioritize customer needs.
- Ability to resolve conflicts and set appropriate expectations with customers.
- Ability to determine customer needs and provide appropriate solutions utilize a variety of software tools to navigate customer accounts, research, and review policies, and communicate effective solutions.
Student Advisor
INTEC College
05.2016 - 06.2017
- Giving accurate product information to prospective students
- Generate sales through telephone and face to face consultation.
- Enrolling students for the course interested in to gain the opportunity to further their studies.
- Assist students with regards to their study material, exams, and payment enquiries.
Sales Representative
POCKETSURE BROKERS
08.2015 - 02.2016
- Achieve sales through effective contact management, whilst maintaining high quality standards and ensuring long term relationships with Customers.
- Sales of short-term insurance – commercial and personal – to potential members
Customer Service Agent
MULTICHOICE
11.2013 - 03.2014
- Assisting customers with their DSTV related queries. Telephone channel.
- Responsible for end-to-end customer complaints resolutions.
- Assisting with accounts, technical and general queries.
Reinstatement Consultant
CLIENTELE LIFE
10.2011 - 05.2012
- Reinstating previously terminated policies to resume active coverage.
- Accurately identifying the origin and reason for policy cancellations.
- Applying different discounting strategies relative to customers
Education
National Diploma - Small Business Management
University of Johannesburg
Senior Certificate - undefined
Pinagare High school
Skills
Strong organizational and time-management skills
Exceptional communication and people skills
Ability to work independently and as part of a team
Meticulous and able to manage multiple tasks simultaneously
Mentoring and Training
Complain resolution
Organizational skills
Decision making
Empathy
Interpersonal Skills
Patience
Persuasion skills
Positivity
Problem-solving skills
Time management
Upselling/Cross-selling
Service-based selling
Computer skills
Bilingual customer support
Personal Information
ID Number: 8606301216087
Timeline
Customer Service Consultant
WNS Business Consulting Services
01.2025 - Current
Enrolment Officer
SPARK SCHOOL
05.2024 - 11.2024
Admin Clerk
MAFLO’S DISTRIBUTORS & CATERING SERVICES
01.2024 - 04.2024
Helpdesk Consultant
INUKA FRAGRANCES
07.2022 - 12.2023
Customer Service Consultant
SHOPRITE
11.2020 - 06.2022
Customer Service Consultant
WOOLWORTHS
04.2018 - 11.2020
Customer Service Agent
AMAZON
09.2017 - 01.2018
Student Advisor
INTEC College
05.2016 - 06.2017
Sales Representative
POCKETSURE BROKERS
08.2015 - 02.2016
Customer Service Agent
MULTICHOICE
11.2013 - 03.2014
Reinstatement Consultant
CLIENTELE LIFE
10.2011 - 05.2012
National Diploma - Small Business Management
University of Johannesburg
Senior Certificate - undefined
Pinagare High school