MAIPELO SEPHOTI
INBOUND CALL CENTRE AGENT
Pretoria,GP
Summary
Dynamic and results-driven professional with extensive experience in customer service at Medipost Pharmacy. Proven ability to enhance customer satisfaction through effective problem resolution and empathetic communication. Skilled in call control and data entry, consistently exceeding performance targets while fostering strong client relationships. Committed to delivering exceptional service in fast-paced environments.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
Work History
CALL CENTRE AGENT
MEDIPOST PHARMACY
GEZINA, PRETORIA
03.2020 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Met customer call guidelines for service levels, handle time and productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Sales Advisor
CHERRY MELON
MENLYN
11.2019 - 02.2020
- Increased sales by offering advice on purchases and promoting additional products.
- Contributed to a positive work environment by mentoring junior staff members on best practices in salesmanship, fostering a culture of continuous improvement.
- Implemented new sales strategies that led to improved market penetration and higher profit margins.
- Collaborated with team members to achieve monthly sales goals and improve overall performance.
- Provided expert product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
- Contributed to event marketing, sales and brand promotion.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Exceeded sales targets consistently through effective product demonstrations and persuasive communication skills.
RECEPTIONIST
JOHNY CHURCH ORGAN BUFFET AND BISTRO
10.2018 - 07.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone, or postal mail.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Maintained visitor log for entering and leaving facility for security purposes.
Sales Assistant
THE SPACE-FANTIQUE TRADE (PTY) LTD
04.2013 - 01.2015
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Assisted customers with prompt and polite support in-person and via telephone.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Met and exceeded sales targets consistently, contributing to overall team success.
- Executed visual merchandising strategies to attract customers and drive sales.
- Increased store foot traffic with innovative window display designs.
- Trained new staff on sales techniques and store policies, enhancing overall team performance.
- Collaborated with team members to achieve sales targets and improve store performance.
Education
Bachelor of Science - MARKETING
BOSTON CITY CAMPUS
PRETORIA ARCADIA 01.2016 - Current
High School Diploma -
WALLMANTSHAL HIGH SCHOOL
SOSHANGUVE 01.2012 - 12.2012
Skills
Customer service
Customer relationship management
Call control
Data entry
Call center customer service
Verbal and written communication
Interpersonal skills
Documentation and reporting
Cash handling
Building rapport
Delivery tracking
Script adherence
Professional phone voice
Time management
Written communication
Multitasking Abilities
Accomplishments
FACILITATED TRAINING OF NEW AGENTS
MAINTAINED THE POSITION OF BEST EMPLOYEE FOR 2 CONSECUTIVE MONTHS THROUGH QA
Work Preference
Work Type
Full TimeTimeline
CALL CENTRE AGENT
MEDIPOST PHARMACY
03.2020 - Current
Sales Advisor
CHERRY MELON
11.2019 - 02.2020
RECEPTIONIST
JOHNY CHURCH ORGAN BUFFET AND BISTRO
10.2018 - 07.2019
Bachelor of Science - MARKETING
BOSTON CITY CAMPUS
01.2016 - Current
Sales Assistant
THE SPACE-FANTIQUE TRADE (PTY) LTD
04.2013 - 01.2015
High School Diploma -
WALLMANTSHAL HIGH SCHOOL
01.2012 - 12.2012