Marry Sibanda
Call Center Representative
Johannesburg
Summary
Dynamic and results-driven Call Center Customer Service Agent with proven expertise at the Office Of The Premier. Demonstrated exceptional problem-solving skills and empathy while managing high call volumes, leading to improved customer satisfaction. Proficient in CRM navigation and committed to enhancing team performance through collaboration and constructive feedback.
Overview
10
10
years of professional experience
5
5
Languages
Work History
Call Center Customer Service Agent
Office Of The Premier
04.2023 - 04.2024
- Collaborated with team members to enhance overall performance, sharing best practices and constructive feedback.
- Proactively identified potential system or process inefficiencies; proposed feasible improvements for management consideration.
- Efficiently managed high call volume, effectively addressing customer inquiries and concerns.
- Managed challenging customer situations calmly, employing empathetic listening techniques for satisfactory outcomes.
- Contributed to positive work environment through active participation in team meetings, offering valuable insights on process improvements.
- Handled escalated calls efficiently, diffusing tense situations and finding amicable resolutions that satisfied both parties involved.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Assisted citizens with admissions to rehabilitation center for substance abusers
- gathered all the relevant information to fill in the forms for the admissions to different centers around gauteng .
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Service Call Center Agent
Statistics South Africa Head Office
01.2022 - 04.2023
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Communicated with customers via email and instant messaging to address client needs during excessively busy periods.
- Collaborated with team members to share best practices and streamline processes for optimal call center performance.
- Supported other departments when needed by taking on additional tasks, demonstrating adaptability and commitment to the company''s overall success.
- Assisted in training new hires, sharing knowledge gained from personal experience within the role and promoting teamwork amongst colleagues.
- Built rapport with customers and followed up with clients to confirm address of concerns.
- Implemented and developed customer service training processes.
Cashier Helper
Debonair Pizza
01.2019 - 01.2020
- Handled cash registers with precision, ensuring proper change was given and maintaining balanced drawers.
- Streamlined checkout process for faster service, resulting in reduced wait times.
- Managed lines during peak hours effectively, maintaining order while keeping customers satisfied.
- Upheld high standards of personal hygiene and appearance consistent with company policies.
- Counted cash drawers before and after shifts to verify accuracy and report discrepancies.
- Bagged items securely to minimize breakages and reduce losses.
- Learned duties for various positions and provided backup at key times.
- Handled cash with high accuracy and took care to check bills for fraud.
HR Assistant Trainee
Eagles Rock Feedmill
03.2019 - 08.2019
- Provided support during internal audits related to HR processes, ensuring accuracy and compliance with established policies and procedures.
- Ensured accurate payroll processing by reviewing timesheets and updating employee information as needed.
- Managed sensitive employee relations matters with discretion, providing guidance to both employees and supervisors when necessary.
- Enhanced employee engagement by implementing effective onboarding processes for new hires.
- Improved employee satisfaction by addressing concerns and resolving issues in a timely manner.
- Helped maintain a safe working environment by participating in workplace safety initiatives and conducting regular audits of procedures followed within the organization.
- Assisted HR managers in the development and execution of employee engagement surveys, using data-driven insights to inform future improvements in workplace culture and satisfaction.
- Provided administrative support during performance review processes, leading to increased efficiency in HR operations.
- Organized new employee orientation schedules for new hires.
- Participated in recruitment and selection process for new hires.
- Conducted exit interviews with terminated employees.
Front Office Assistant
La-veneziana Ice Cream
11.2018 - 11.2018
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
- Supported staff members with administrative tasks, improving productivity across various departments.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
Waitress Trainee
Askari Game Lodge
02.2018 - 11.2018
- Maintained a clean and comfortable dining environment for patrons, ensuring an enjoyable experience.
- Collaborated with team members to create a positive work atmosphere, fostering camaraderie among staff.
- Enhanced customer satisfaction by providing attentive and friendly service during busy shifts.
- Actively listened customer feedback suggestions implemented improvements response their comments.
- Responded promptly to customer inquiries or concerns, demonstrating excellent problem-solving abilities.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
Call Center Agent
Merchants a Dimensional Company
11.2013 - 01.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Higher Certificate -
Richfield Business Collage
Krugersdorp, South Africa 04.2001 -
Skills
Patience maintenance
Empathy display
Workload management
CRM navigation
Call center customer service
Customer communications
Problem-solving skills
Customer service
Data entry
Communicating with clients
Product knowledge
Technical troubleshooting
Effective verbal communication
Inbound phone calls
Call center operations
Data gathering
Prospecting skills
Providing customer support
Call logging
Call controlling
Call center experience
Teamwork and collaboration
Skilled in software utilization
references
MERCHANTS A DIMENSIONAL COMPANY
NAME : Mashudu
POSITION : SUPERVISOR
CONTACT DETAILS :0713703376
ASKARI GAME LODGE
NAME : SHADRACK
POSITION : SUPERVISOR
CONTACT DETAILS :0782028826
LAVENEZIANA ICE CREAM
NAME : Jane de Jager
POSITION : SUPERVISOR
CONTACT DETAILS :0826023344
EAGLES ROCK FEEDMILL
NAME :Valerie Booysens
POSITION : HR Manager
CONTACT DETAILS :0145770085
STATISTICS SOUTH AFRICA
NAME : FERROZA MOHIDDEEN
POSITION : SUPERVISOR
CONTACT DETAILS :0123108911
OFFICE OF THE PREMIER
NAME : JOSEPH WELKOM
POSITION : SUPERVISOR
CONTACT DETAILS :0664777192
Timeline
Call Center Customer Service Agent
Office Of The Premier
04.2023 - 04.2024
Service Call Center Agent
Statistics South Africa Head Office
01.2022 - 04.2023
HR Assistant Trainee
Eagles Rock Feedmill
03.2019 - 08.2019
Cashier Helper
Debonair Pizza
01.2019 - 01.2020
Front Office Assistant
La-veneziana Ice Cream
11.2018 - 11.2018
Waitress Trainee
Askari Game Lodge
02.2018 - 11.2018
Call Center Agent
Merchants a Dimensional Company
11.2013 - 01.2016
Higher Certificate -
Richfield Business Collage
04.2001 -
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