Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Maduvha Carol Phungo

Johannesburg

Summary

I have a Bachelor of Arts degree that majored in psychology and Linguistics. This has helped shaped my career experience as I have always been a peopleʼs person and able to communicate efficiently with others. I have worked in retail as a student and also have had 2 years experience in being an assistant administrator that was a time I was able to see some of my skills as I acquired quite a lot from that internship.

Later I become a promoter had to work efficiently yet with other to reach our target goals that led me to be a supervisor of the promoter for 3 years. In needing new adventures I started teaching English as a foreign language to Latin students that was a great experience as I was imparting some knowledge to the young minds.

Now Iʼm in the call centre industry and thriving through, when I first started I was not having any experience but now I have 2 year experience and looking for growth within the industry.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

TLC worldwide
Johannesburg
11.2023 - 03.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Greeted customers in a friendly and professional manner.
  • Followed up with customers to ensure resolution of their issues or concerns.
  • Demonstrated ability to multi-task while speaking with customers on the phone.
  • Answered incoming calls from customers regarding inquiries or complaints.
  • Ensured customer satisfaction by providing accurate information and resolving customer issues.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Developed strong relationships with customers by responding promptly to inquiries.
  • Refined and demonstrated excellent listening skills, asked probing questions, understood concerns, and overcame objections.
  • Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
  • Assisted customers in navigating through automated systems during outbound calls.

Customer Representative Consultant

DashBPO
Randburg
06.2022 - 08.2023
  • Handled customer inquiries, payments and service requests
  • Met personal, team and company goals in customer service environment
  • Enhanced customer satisfaction with fast, knowledgeable service
  • Built trusting relationship with customers to better understand needs
  • Served as SME, providing technical assistance for products and delivery issues
  • Collaborated with colleagues and co-workers to deliver quality customer experience
  • Developed process improvements to enhance overall delivery of service
  • Answered inbound calls to handle various concerns, set appointments and close sales
  • Managed customer calls efficiently in fast-paced call center environment
  • Anticipated needs and resolved problems to keep customers happy.

Language Consultant

MPC connect
Sunninghill
07.2021 - 02.2022
  • Used to teach English as a foreign language to Latin kids.

Freelance Team supervisor

Blue Motion group
Randburg
12.2016 - 10.2020
  • Empowered employees to handle tasks with little oversight
  • Addressed team issues by monitoring trends to identify concerns and implement proactive solutions
  • Recognized employee strengths, improvements and outstanding contributions
  • Organized schedules and daily assignments for team, leveraging individual knowledge and strengths to maximize team success
  • Supported team members by handling escalated customer concerns
  • Kept team operating efficiently, managing performance and correcting knowledge gaps
  • Enhanced job satisfaction with improved knowledge and open flow of communication about goals, updates and team successes
  • Managed team training and on-going mentoring, overseeing education for [Number]+ associates
  • Briefed team members on current business priorities to keep all staff in-the-know
  • Partnered with management to implement new improvement initiatives
  • Maintained consistent and fair environment for team members with equitable rule enforcement.

Office Assistant Intern

Global Real Projects
Pretoria
05.2016 - 06.2018
  • Produced required documentation ahead of strict deadlines
  • Generated and distributed materials to support business meetings
  • Prioritized tasks independently to best support office needs
  • Maintained confidentiality and discretion working with sensitive material
  • Scanned, indexed and stored records to manage filing system
  • Ordered office supplies to prevent items being fully depleted
  • Assisted staff with resources and paperwork to complete assignments
  • Handled high volume of incoming calls to successfully manage inquiries
  • Greeted visitors at reception, answering questions and providing direction.

Retail Assistant

Mr Price
Johannesburg
09.2015 - 12.2015
  • Folded and bagged retail purchases to assist sales person
  • Prepared merchandise for sales floor and tagged items with correct pricing information
  • Handled day-to-day stock replenishment and visual merchandising
  • Assisted with customer queries in-store and by phone.

Education

Honours in Applied Linguistics -

University of South Africa

Bachelor of Arts - Psychology and Linguistics

Eduvos formally known as Pearson Institute of Higher Education

Skills

Microsoft Officeundefined

Timeline

Customer Service Representative

TLC worldwide
11.2023 - 03.2024

Customer Representative Consultant

DashBPO
06.2022 - 08.2023

Language Consultant

MPC connect
07.2021 - 02.2022

Freelance Team supervisor

Blue Motion group
12.2016 - 10.2020

Office Assistant Intern

Global Real Projects
05.2016 - 06.2018

Retail Assistant

Mr Price
09.2015 - 12.2015

Honours in Applied Linguistics -

University of South Africa

Bachelor of Arts - Psychology and Linguistics

Eduvos formally known as Pearson Institute of Higher Education

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Maduvha Carol Phungo