Noluthando D Msibi
customer service representative
702 George Nyanga Drive
Summary
I am an enthusiastic, self-motivated, reliable, and responsible individual with 5 years of experience in customer service. My experience has equipped me with the skills to handle high-pressure situations and effectively solve problems. At Worldwide Administration Services (WWAS), I served as the team leader for the inbound call centre, where I interacted with a diverse range of customers and successfully resolved complaints. I am eager to further my career within your company, as I am a quick learner and confident that my existing knowledge will allow me to adapt and excel in your organization. I am excited about the learning opportunities and challenges that your company can provide, and I am keen to contribute to its success.
Overview
6
6
years of professional experience
Work History
Inbound Call Center Team Leader
Worldwide Administration Services
08.2021 - 05.2024
- Managed daily operations of inbound calls and admin, handling complaints, declines, repairs, purchase orders, awaiting authorization, and emails, focusing on workload coordination.
- Maintained oversight of team performance and activities for seamless operations.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Ensured client satisfaction through efficient management of complaints, escalations, and queries.
- Offered guidance and assistance to the team members.
- Managed leave requests and arranged coverage to ensure adequate staffing levels for optimal call center performance.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Managed workflow and effectively resolved queries in a timely manner.
- Ensuring proper measures are taken based on identified trends.
- Assisted with team recruitment, interviewing, and onboarding.
Inbound Call Center Agent (Complaints)
Worldwide Administration Services
10.2018 - 5 2021
- Addressed claim-related queries and communicated findings to relevant parties.
- Communicated effectively with clients and service providers.
- Logging of all complaints received.
- Engaged in effective communication with customers using telephone, email, or alternative methods to address and resolve their complaints.
- Ensured the provision of accurate information and assistance with products/services.
- Mediated between customer and management to ensure fair and TCF-compliant resolutions for complaints.
- Managed all incoming complaints from external sources.
- Maintained clear and consistent communication with internal and external parties to provide progress updates on complaints and requirements.
- Recorded necessary notes and kept all systems updated.
- Handled and resolved customer complaints and issues promptly, maintaining customer satisfaction.
- Enhanced client satisfaction by actively resolving issues, retrieving calls, and managing disputes.
Education
Diploma in Business Administration - Human Resources
Richfield Graduate Institute of Technology
Kempton Park 04.2001 -
Matric -
Tembisa Secondary School
Skills
- Computer literate in MS Office , Word, and outlook
- Good interpersonal skills
- Good written and telephonic skills
- Attention to details
- Work well under pressure
- Inbound experience
- Customer Complaint Resolution and problem-Solving
- Customer service abilities
Reference
Contact Person:
Mufuka Hlalele
Account Manager
Email: mufuka@wwas.co.za
Cell: +27 (0) 82 334 2178
Timeline
Inbound Call Center Team Leader
Worldwide Administration Services
08.2021 - 05.2024
Inbound Call Center Agent (Complaints)
Worldwide Administration Services
10.2018 - 5 2021
Diploma in Business Administration - Human Resources
Richfield Graduate Institute of Technology
04.2001 -
Matric -
Tembisa Secondary School
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