MURUNWA AUDREY MUDZUNGWANE
Johannesburg
Summary
Experienced with managing high call volumes and resolving customer inquiries promptly and professionally. Utilizes effective communication and active listening to understand and address customer needs. Knowledge of using CRM systems and call center software to streamline processes and enhance customer experience.
Developed strong communication and problem-solving skills within high-paced customer service environment. Excel at efficiently managing inquiries and resolving issues using technology-driven solutions. Seeking to transition to new field where these transferable skills can drive impactful results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Contact center Agent
Alteram Solutions
05.2023 - Current
- Company Overview: Contact center agent with experience working with UIF clients under the department of Labour
- Developed effective strategies for handling difficult situations in a calm and professional manner
- Answered incoming calls and emails promptly, professionally, and courteously
- Provide customers with accurate service information
- Verify and update customer information for record purposes
- Provide accurate feedback on progress, productivity and problems to the line manage
- Used active listening techniques to understand customer needs and provide appropriate solutions
- Tracked daily performance metrics such as average handle time, first call resolution rate
HR Consultant
Stax Business solutions
10.2020 - 10.2022
- Developed and implemented HR policies and procedures to ensure compliance with all applicable laws, regulations, and standards
- Designed recruiting strategies to attract top talent from diverse sources including social media platforms
- Developed onboarding processes for new hires aimed at facilitating their transition into the organization
- Coordinated recruitment efforts by conducting interviews, administering assessments tests and making hiring decisions
- Qualified job applicants and referred them to managers, making hiring recommendations when appropriate
- Hired employees and process hiring-related paperwork
Procurement clerk
Procreactive Pty Ltd
10.2018 - 09.2020
- Receive BEE related data and certificates while managing their flow and processing according to the operating procedures
- Responsible for BEE certificated orders and handling queries they might have
- Uploading BEE certificates in the procreactive system
- Maintaining accurate reports and reliable results for clients
- Reason for Leaving - Contract ended
Education
Diploma - Human Resource Management
ICESA Education
Certificate - Generic Management
Siyaya Skills Academy
Johannesburg, South AfricaMatric - undefined
Marude Secondary school
Skills
- Candidate management
- Remote Work Capabilities
- CRM Software
- Verbal and written communication
- Inbound Phone Call Management
- Microsoft office
- Schedule Adherence
- Call Center Customer Service
- Customer Relationship Management
- Gathering information
Certification
Drivers licence. Code C1
Languages
English
Advanced
References
References available upon request
Timeline
Contact center Agent
Alteram Solutions
05.2023 - Current
HR Consultant
Stax Business solutions
10.2020 - 10.2022
Procurement clerk
Procreactive Pty Ltd
10.2018 - 09.2020
Matric - undefined
Marude Secondary school
Drivers licence. Code C1
Diploma - Human Resource Management
ICESA Education
Certificate - Generic Management
Siyaya Skills Academy
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