Data Analysis, learning and development co-ordinator
Hi, I’m
Kwanele Nkosi
Customer Support Specialist
Johannesburg,GP
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Summary
Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities.
Overview
3
years of professional experience
Work History
Bolt Technologies ZAJohannesburg, Gauteng
Customer Support Specialist
10.2019 - Current
Job overview
- Provided primary customer support to internal and external customers.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Served customer account and technical needs across 80+ daily calls, consistently meeting productivity and quality targets
- Maintained 86% success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support
Munnik Basson Dagama IncJohannesburg, Gauteng
Debt Recovery Specialist
01.2019 - 09.2019
Job overview
- Used skip tracing and other techniques to locate debtors.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Trained new team members on scripts, company services and collection strategies.
- Achieved performance goals on consistent basis.
- Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions or payment plans.
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
- Responded to client concerns and questions about credit scores and methods to improve numbers.
- Answered over 100 customer communications per day via telephone, email and web chat
Credit Solutions Services Johannesburg, Gauteng
Debt Collector Agent
08.2018 - 12.2018
Job overview
- Used scripted conversation prompts to convey current account information and obtain payments.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Trained new team members on scripts, company services and collection strategies.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Education
Sekano Ntoane Secondary SchoolSoweto
High School Diploma
Skills
Quality assurance
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest CSAT for customer satisfaction.
- Achieved [data management skills] by completing Deep dives with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 6 in the development of [OS quality deep dives, driver behavior deep dive, in-house quality deep etc]
- Certification of excellence (Bolt technologies}
- Recovery Specialist of the year (CSS)
Interests
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Specialist
Bolt Technologies ZA
10.2019 - Current
Debt Recovery Specialist
Munnik Basson Dagama Inc
01.2019 - 09.2019
Debt Collector Agent
Credit Solutions Services
08.2018 - 12.2018
Sekano Ntoane Secondary School
High School Diploma
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