Hi, I’m
Luyanda Hlongwa
Call Center Operator
Johannesburg,GP
Summary
Well-qualified Call Center Agent with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
11
years of professional experience
1
year of post-secondary education
Work History
MSA OutsourcingJohannesburg, Gauteng
Recruiter
09.2021 - Current
Job overview
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Cultivated in-depth understanding of Health industry trends and hiring desires.
- Verified applicant references and employment details.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Maintained filing system of current, prospective and future positions.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Outsurance Shared ServicesCenturion, Gauteng
Cutomer Advisor
02.2018 - 04.2021
Job overview
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Resolved problems, improved operations and provided exceptional service.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team-building activities to enhance working relationships.
- Onboarded new temps by entering employee information into systems.
- Worked with customers to understand needs and provide excellent service.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
Merchants BPOJohannesburg, Gauteng
Customer Service Representative
03.2014 - 10.2017
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
Vega School of BrandingDurban
from Advertising NQF 5
01.2010 - 12.2010
OctogenJohannesburg
from Financial Literacy
10.2017 - 12.2017
Skills
Global recruitment
Time management
Contract Negotiation
Salary and benefits negotiations
New hire orientations
Pre-screening candidates
Administrative support
Candidate and client relations
Applicant Tracking Systems
Excel spreadsheets
Timeline
Recruiter
MSA Outsourcing
09.2021 - Current
Cutomer Advisor
Outsurance Shared Services
02.2018 - 04.2021
Octogen
from Financial Literacy
10.2017 - 12.2017
Customer Service Representative
Merchants BPO
03.2014 - 10.2017
Vega School of Branding
from Advertising NQF 5
01.2010 - 12.2010