Lelethu Sidlayiya
Contact Centre Consultant
Cape Town
Summary
Polite and professional Contact Centre Consultant 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
9
9
years of professional experience
Work History
Contact Centre Consultant
Metropolitan Life
8 2017 - Current
- Engaged with customers on a day to day basis to better understand needs and deliver excellent service within company's Service Level Agreement.
- Train new employees on company product, procedures, system used and contact center best practices for seamless integration into the team.
- Act as Second in command by caretaking the team in the absence of Team Leader.
- Handled customer complaints and major escalated major
- Promoted safe working environment by implementing regulatory standards, policies and guidelines
- Resolved customer queries and problems using effective communication and providing step-by-step solutions
- Handle administrative work and process manual financials or by using digital platform
Finance Administrator
City of Cape Town
07.2016 - 08.2017
- Handled reconciliation processes, preparing detailed schedules of fees for various projects
- Processed inbound and outbound invoices, checking accuracy of work detailed to deliver correct payments
- Created weekly, monthly and quarterly reports for managers displaying company finances, designing through charts and spreadsheets
- Used exceptional organization and time-management skills to handle incoming and outgoing payments efficiently
- Prepared budgets-based stakeholder investment, financial analysis and forecasts
- Assisted with day-to-day administrative duties, from basic office admin to personalized management support
- Produced comprehensive data reports detailing client earnings for ongoing financial appraisal.
Sales Associate Intern
Donna Clare
01.2015 - 06.2016
- Managed bookings to optimize team availability
- Achieved service time and quality targets
- Inspected products and services to comply with quality standards
- Maximized customer engagement and satisfaction by delivering excellent customer service
- Managed payroll accuracy using specific checklists and quality review processes.
Education
N6 Certificate - Marketing Management And Research
Northlink College
Certificate of Higher Education Forensic Examination - undefined
University of Western Cape
NVQ Level 5 Wealth Management - undefined
Octomate
Skills
- Complaint Handling
- Relationship Building
- Adaptability and Flexibility
- Attention to Detail
- Multitasking
- Money handling abilities
- Sales Transactions
- Customer Service
- Customer service excellence
- Training development aptitude
- Payment Processing
- Problem Resolution
Accomplishments
Code B License
Timeline
Finance Administrator
City of Cape Town
07.2016 - 08.2017
Sales Associate Intern
Donna Clare
01.2015 - 06.2016
Contact Centre Consultant
Metropolitan Life
8 2017 - Current
N6 Certificate - Marketing Management And Research
Northlink College
Certificate of Higher Education Forensic Examination - undefined
University of Western Cape
NVQ Level 5 Wealth Management - undefined
Octomate
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