Nombulelo Jack
Senior Customer Service Representative
Cape Town
Summary
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
Call Center Representative
Merchants - Makro Campaign
05.2024 - 05.2025
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Identified upselling opportunities to increase revenue generation.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Call centre agent
Merchants
11.2020 - 04.2024
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
Matric -
Mtirara Senior Secondary School
11.2016
Corporate course - undefined
Harambee
10.2017
Skills
Experienced Call Centre Agent with a proven track record of delivering exceptional customer service in a virtual call centre environment Skilled in handling high volumes of inbound and outbound calls, resolving customer issues efficiently, and maintaining high customer satisfaction Proficient in using CRM systems, remote communication tools, and following structured workflows Strong interpersonal and problem-solving skills with the ability to work independently and meet performance targets in a remote setting
Certification
I have completed the leadership of Contact Centre Agent NQF 2 Learnership Commencement.
References
- Afiefah, Chetty, Previous Manager, afiefah.chetty@merchantscx.com, 0781488139, Merchants
- Nthabiseng, Mofokeng, Previous team leader, Nthabiseng.Mofokeng@merchantscx.com, +27 83 330 8827, Merchants
- Clint, Hoffman, Previous Manager, clint.hoffman@merchantscx.com, 0718929224, Merchants
- Donnete, Andrews, Previous HR, donnete.andrews@merchantscx.com, +27 83 560 4991, Merchants
Timeline
Call Center Representative
Merchants - Makro Campaign
05.2024 - 05.2025
Call centre agent
Merchants
11.2020 - 04.2024
Corporate course - undefined
Harambee
Matric -
Mtirara Senior Secondary School