Nkosinathi Nkosi
Public Relations
537 Zone 6 Extension 1 Sebokeng
Summary
Dynamic professional with a proven track record at Impilo Wealth, excelling in customer support and complaint resolution. Leveraged verbal communication and CRM systems to enhance service efficiency, surpassing call volume expectations. Skilled in customer service optimization and adept at fostering client relationships, significantly contributing to a healthier community response during a tenure as a COVID-19 Screener.
Polite and professional Job Title successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
3
3
years of professional experience
1
1
Certification
2
2
Languages
Work History
Inbound Call Center Agent
Impilo Wealth
02.2022 - 07.2024
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
- Utilized CRM systems effectively to track customer information and ensure smooth communication among departments as needed.
- Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
- Streamlined processes by suggesting improvements in call handling procedures, resulting in increased efficiency.
- Exceeded company expectations regarding call volume, consistently meeting or surpassing the required number of daily interactions.
COVID-19 Screener
Montsosi Primary School
08.2021 - 01.2022
- Provided assistance with distribution of face masks and other equipment to equip individuals with protective gear.
- Educated patients on preventative measures against virus transmission, promoting a healthier community response to the pandemic.
- Assisted in training new team members on proper COVID-19 screening techniques, contributing to consistent high-quality service delivery.
- Supported operations management by maintaining an organized inventory of necessary supplies and PPE for optimal safety standards during screenings.
- Tracked and monitored health status of individuals entering premises to provide protection and control contamination.
Education
NQF Level 6 - Public Relations
Tshwane North College
Pretoria06.2018
NQF Level4 - Grade 12
Pele Ya Pele Secondary School
Vereeniging12.2014
Skills
Complaint resolution
Verbal and written communication
Client communication
Performance improvement
Inbound phone calls
Customer service optimization
Customer support
Logging call information
Gathering information
Customer Relationship Management
Calm disposition
Call center operations
Certification
Best QA of the Month
Timeline
Best QA of the Month
07-2023
Inbound Call Center Agent
Impilo Wealth
02.2022 - 07.2024
COVID-19 Screener
Montsosi Primary School
08.2021 - 01.2022
NQF Level 6 - Public Relations
Tshwane North College
NQF Level4 - Grade 12
Pele Ya Pele Secondary School