Zendesk
NOMFUNDO TRACY SITHOLE
CUSTOMER SERVICES ADVISOR
Cape Town
Summary
As a dedicated customer service representative, I bring a wealth of experience in managing interactions with both irate and highly vulnerable customers. My customer-centric approach, coupled with unwavering patience, allows me to excel in dynamic, fast-paced settings. I am deeply passionate about driving results and am eager to collaborate with like-minded team members to meet and exceed our business objectives.
Overview
8
8
years of professional experience
10
10
years of post-secondary education
1
1
Language
Work History
Customer Service Representative
Booked by Power Selling Pros
07.2024 - Current
- Built rapport with customers through courteous and professional communications.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Successfully led weekly team meetings to discuss performance metrics, encouraging a culture of continuous improvement and excellence.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Support Specialist
Capabilitybpo (insatcart)
12.2023 - 06.2024
- Assisted in fulfillment of customer orders placed in person, via email, online and by telephone.
- Built rapport with customers through courteous and professional communications.
- Assisted customers with product-related questions, feedback and complaints.
- Addressed customer service enquiries quickly and accurately.
- Maximized customer satisfaction by resolving service issues promptly.
- Processed refunds, exchanges and service requests for customers.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Thrive in a fast pace environment.
- Work well in a team and independently.
Customer Service Representative
Huntswood
02.2023 - 11.2023
- Addressed customer service enquiries quickly and accurately.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Resolved customer queries over phone and by email.
- Referred customers to team leaders and expert advisers for complex inquiries.
- Stayed current on policies, procedures and standards to offer optimal support.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
WNS
11.2020 - 02.2023
- Addressed customer service enquires quickly and accurately.
- Resolved customer queries over phone and by email.
- Built rapport with customers through courteous and professional communications.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Food and Beverage Intern
Sun Pretoria
01.2019 - 06.2019
- Maintained clean, safe working environments to eliminate accident risks.
- Handled customer concerns and escalated major issues to supervisor.
- Exceeded goals through effective prioritisation and consistent work ethic.
Food and Beverage Trainee, waitress
Maslow Hotel
06.2018 - 01.2019
- Delivered friendly and fast service to process high-volume food and drink orders at peak times.
- Informed guests of daily specials and menu offerings to facilitate decisions on starters, mains and desserts.
- Resolved customer complaints promptly, escalating larger operational concerns to management.
Technical Support Advisor
CCI
07.2017 - 02.2018
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Provided clear and concise step-by-step technical support to guide clients.
- Used support tickets to track and speed up incidents.
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
- Served as primary point of contact for triaging technical issues.
Education
Higher National Diploma - Hospitality Management, Management Food & Beverage studies, Culinary studies, Events Management
Durban University of Technology
02.2016 - 11.2020
High School Diploma -
Ridge Park College
Durban 01.2010 - 11.2014
Skills
Customer service
Problem-solving
Active listening
Adaptability and flexibility
Time management
Complaint resolution
Data entry
Critical thinking
Appointment scheduling
Technical support
Order processing
Call center experience
Product knowledge
Personal Information
Driving License: Code 10/EC Licence
Software
Salesforce
Slack
Dialpad
Avaya
SAP
Timeline
Customer Service Representative
Booked by Power Selling Pros
07.2024 - Current
Customer Support Specialist
Capabilitybpo (insatcart)
12.2023 - 06.2024
Customer Service Representative
Huntswood
02.2023 - 11.2023
Customer Service Representative
WNS
11.2020 - 02.2023
Food and Beverage Intern
Sun Pretoria
01.2019 - 06.2019
Food and Beverage Trainee, waitress
Maslow Hotel
06.2018 - 01.2019
Technical Support Advisor
CCI
07.2017 - 02.2018
Higher National Diploma - Hospitality Management, Management Food & Beverage studies, Culinary studies, Events Management
Durban University of Technology
02.2016 - 11.2020
High School Diploma -
Ridge Park College
01.2010 - 11.2014