Dynamic and results-driven professional with extensive call center experience at Omni Channel Communications. Proven track record in exceeding sales targets and enhancing customer satisfaction through exceptional problem-solving and active listening skills. Adept at fostering strong client relationships and collaborating with teams to achieve goals, ensuring high-quality service delivery.
Overview
6
6
years of professional experience
Work History
Call Agent
Training Force
01.2025 - Current
Built strong customer relationships with empathetic communication and active listening skills.
Maintained high call quality standards by adhering to company guidelines and protocols.
Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
Identified recurring issues or trends in customer complaints, leading to improvements in products or services as a result.
Sales Agent
MTN Remant Mobile
01.2023 - 12.2023
Assisted call-in customers with questions and orders.
Enhanced product knowledge through continuous training and professional development opportunities.
Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
Set and achieved company defined sales goals.
Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Monitored service after sale and implemented quick and effective problem resolutions.
Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
Informed customers of promotions to increase sales productivity and volume.
Call Center Agent, Inbound Sales
Omni Channel Communications
02.2022 - 11.2022
Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
Collaborated with other departments to address complex customer issues, ensuring timely resolutions that met client expectations.
Built strong rapport with customers, fostering loyalty and repeat business opportunities.
Exceeded monthly sales targets through persuasive communication skills and product knowledge.
Reduced average call handling time by quickly assessing customer needs and providing concise information or solutions as needed.
Minimized dropped calls by implementing effective call control techniques, ensuring smooth transitions between topics during conversations.
Resolved customer complaints, resulting in higher customer retention rates.
Educated customers on product and service benefits, explaining features and answering questions.
Overcame objections using friendly, persuasive strategies.
Pitched products and services to potential customers, securing new deals and sales opportunities.
Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
Sales Person
Side Step Clothing
03.2019 - 12.2020
Boosted sales by consistently engaging with customers and addressing their needs effectively.
Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Informed customers of promotions to increase sales productivity and volume.
Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Education
Associate of Arts - Higher Certificate in Performing ARTS
AFDA College
Johnnesburg
04.2001 -
Matric
Aurora Girls High
Soweto, South Africa
11-2018
Skills
Customer communications
Timeline
Call Agent
Training Force
01.2025 - Current
Sales Agent
MTN Remant Mobile
01.2023 - 12.2023
Call Center Agent, Inbound Sales
Omni Channel Communications
02.2022 - 11.2022
Sales Person
Side Step Clothing
03.2019 - 12.2020
Associate of Arts - Higher Certificate in Performing ARTS