Nontsikelelo Hlatshwayo
Quality Assurance Advisor
Durban
Summary
Experienced in the contact center sector, skilled in professional interaction with internal and external clients. Excels at prioritizing tasks and handling competing demands in hectic work circumstances due to strong organizational and attention to detail skills. Highly developed research, analytical, and time management abilities for consistently delivering high-quality work. Unwavering commitment to striving for excellence in job performance.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
Bespoke International group
09.2020 - 09.2024
- Helped with customer billing and prepayment. Assigned engineers to a property with meter problems or a power outage.
- Customer support for a utility campaign in the UK. Utility company providing gas and electricity to customers.
- Afterwards, join the department responsible for compliance. Supported customer satisfaction by acknowledging and diplomatically handling escalations.
- Enter contact details, personal information, and client information into an external database.
- Addressed customer service inquiries quickly and accurately.
- Employees were trained on new product changes and skill sets, and received coaching.
Customer Care Service
OUTWORX
03.2019 - 04.2020
- As a customer service representative for the Kiwi.com campaign, my job was to take calls and help travelers with any questions they had about their airline reservations.
Quality Assurance Agent
Ignition Group
02.2014 - 02.2019
- Observes customer service presentations, incoming and outgoing calls, and telemarketing service personnel's test calls to learn about new items in order to establish telemarketing quality standards.
- Measures skills in using scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, handling objections, efficiency, and politely ending the call to verify telemarketing success.
- Telemarketers keep an eye on calls, track comments for programs run by outside vendors, and host monthly support meetings.
- Evaluates telemarketing strategies by assigning a quality rating, determining the need for training, creating training materials, and carrying out training. It also rates the efficacy of telemarketing service personnel.
Education
National Senior Diploma -
Solivista Secondary School
Durban12.2012
Skills
Self-motivated
Problem solving skills
Organizational Skills
Coaching and development
Effective communication skills
Adaptable
Attention to detail
Correspondence and Chat
Customer service consultant
Languages
IsiZulu, Xhosa
Afrikaans
English
Accomplishments
- I completed my accreditation, which was done by the clients, and I was awarded a certification.
- I trained new hires and provided upskilling.
Additional Information
References:
- Jamie Steyn: 062 157 0384
- Trishna Ramsunder: 074 637 2014
- Judal Murgas: 069 344 1874
Timeline
Customer Service Agent
Bespoke International group
09.2020 - 09.2024
Customer Care Service
OUTWORX
03.2019 - 04.2020
Quality Assurance Agent
Ignition Group
02.2014 - 02.2019
National Senior Diploma -
Solivista Secondary School
Similar Profiles
Kwanele Queen LembetheKwanele Queen Lembethe
Customer Care Representative at Bespoke International GroupCustomer Care Representative at Bespoke International Group
Nonkululeko DumaNonkululeko Duma
Energy Specialist and Complaints Task Force at Bespoke InternationalEnergy Specialist and Complaints Task Force at Bespoke International
Matthew SantoliMatthew Santoli
Head of Talent, Founder at Bespoke Search GroupHead of Talent, Founder at Bespoke Search Group