Neliswa Khumalo

Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

• Provided primary customer support to internal and external customers in fast-paced environment.
• Entered customer interaction details in Software to track requests, document problems and record solutions offered.
• Regularly exceeded daily sales and product add-on quotas.
• Boosted sales revenue by skillfully promoting diverse Product or Service options.
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
• Evaluated account and service histories to identify trends, using data to mitigate future issues
• Managing a team
• Contact centre agents. Deciding and initiating action. Escalating customer queries appropriately.
• Manage by walking around. Be visible to answer questions.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate

• Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
• Entered customer interaction details in Software to track requests, document problems and record solutions offered.
• Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
• Conferred with customers about concerns with products or services to resolve problems and drive sales.
• Maintained clean, organized and well-stocked member service area.
• Recommended specific products and services in alignment with individual needs, requirements and specifications.
• Payment processing

• Assisting UK based clients
• Conferred with customers about concerns with products or services to resolve problems and drive sales.
• Verified delivery schedules and processes.
• Assisted call-in customers with questions and orders.
• Card Payment Processing
• Drive Sales