Mbuso
Durban
Summary
Professional with strong background in customer service and communication. Adept at resolving issues efficiently and maintaining customer satisfaction. Strong team collaborator with focus on achieving results and adapting to changing needs. Skilled in active listening, problem-solving, and using CRM software effectively. Dependable and results-oriented with passion for delivering quality service.
Overview
8
8
years of professional experience
Work History
Call Center agent
Nedbank
06.2021 - 08.2024
- Adhere to the daily schedule to ensure that targets are met by following the work plan
- Follow Nedbank processes and values such as honesty; integrity; accountability; respect and pushing beyond boundaries when answering calls
- Escalate all unresolved queries to management by logging the case on the system
- Answer 90% of all calls within 60 seconds (90/60) as per Service level Agreements (SLA)
- Generate lead targets required on a month to month basis by offering products to the clients
- Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly
- Participate and support corporate social responsibility initiatives for the achievement of key business strategies
- Keep up to date with risk standards by reading; understanding and completing the updated manuals every time they are sent out and agreeing to the terms
- Followed up with customers regarding their satisfaction with product or service received.
- Promoted product offerings to drive growth and exceed benchmarks.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Assisted callers per week in fast-paced environment.
- Identified customer needs by asking probing questions and actively listening to responses.
- Evaluated customer feedback to identify areas for improvement in the call center operations.
- Provided accurate information on products and services to customers.
- Consulted with customers to resolve service and billing issues.
Mobility/customer service representative
Perx staffing solutions
12.2018 - 05.2021
- Identify Customer needs and guide customers to best offering/product that emphasizes the benefits related to the needs of the customer
- Ensure achievement of sales targets including voice and data contracts, data upgrades and post-paid contracts
- Mine existing customer base for cross and up selling, accessory sales and taking point Redemption
- Provide a quick response to technical, repairs and accounts related queries by supplying customers with accurate information Daily Processing
- Completing AHV and XDS references for all new clients
- Process cancellations, Process all allocated orders within SLA time on CRM, CMSS and FMC
- Assist in stock control and stock takes
- Handle escalated queries timeously and take ownership
- Act as an ambassador between customer and internal departments to offer effective and efficient solutions
- SYSTEMS WORKED ON: CRM, CMSS, Aria, VVision, Vision, IT services desk Portal, T-Agent, Huawei CRM, BVS, V-dos, Overture
- Technology training n systems processing: Optic Fiber, PABX cabled and wireless products, LTE products
Customer sales Representative
Kelly&Quest
09.2018 - 12.2018
- Present, promote and sell products/services using solid arguments to existing and prospective customers
- Perform cost-benefit and needs analysis of existing/potential customers to meet their needs
- Establish, develop and maintain positive business and customer relationships
- Reach out to customer leads through cold calling
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Achieve agreed upon sales targets and outcomes within schedule
- Coordinate sales effort with team members and other departments
- Analyze the territory/market's potential, track sales and status reports
- Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services
- Keep abreast of best practices and promotional trends
- Continuously improve through feedback
- Drive the entire sales cycle from initial customer engagement to closed sales within the confines of a MTN Product Offering
- Systems Worked On: MTN Active, MTN Remedy, Helios, USD, OMS Siebel, PPS
Sales consultant
Feathercom retail partners
11.2016 - 03.2018
- Selling mobile products, cell phones, data (prepaid and postpaid), LTE/LTE A, Cellular accessories and fixed line internet packages (fiber, VDSL, ADSL)
- Advising customers on insurance, OBF'S and Repair's process's, Assisting customer's with cellular and fixed line technical queries
- Capturing information on an internal customer relation management system, processing contract in-store via credit-vetting system
- Installation & configuration of a client's computer operating systems/applications
- Logging the queries of customers, Diagnosing and solving of software faults
- Testing and evaluating new technology
- Performing electrical safety checks on the client's computer equipment
- Explains pro-rata billing to clients, over billing or missed debit orders
- Logging billing cases to billing department for credit/refunds on behalf of clients
- SYSTEMS WORKED ON: CRM, CMSS, Aria, Vision, IT services desk Portal
Education
Human resources management - N5
Esayidi Tvet college
Call Centre Certificate - Certificate
Zakhele call center College
Skills
- Building Customer Loyalty
- Communication
- Technical/Professional Knowledge and skills
- Managing work pressure
References
- Armien Lackey, Feathercom retail Partners, Branch Manager, 0847963813, 0215551277
- Shaun Hackley, Telkom SA, Branch Manager, 0614169802, 0215259069
- Andrew Adams, Perx staffing solutions, Floor Manager, 0609769878, 0215259069
- Sbusiso Sithole, Manager, 0782570660, 0393151392
Timeline
Call Center agent
Nedbank
06.2021 - 08.2024
Mobility/customer service representative
Perx staffing solutions
12.2018 - 05.2021
Customer sales Representative
Kelly&Quest
09.2018 - 12.2018
Sales consultant
Feathercom retail partners
11.2016 - 03.2018
Human resources management - N5
Esayidi Tvet college
Call Centre Certificate - Certificate
Zakhele call center College