Summary
Overview
Work History
Education
Skills
Additional Information
ART
Timeline
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Nosipho Portia Mdhluli

Call Centre Agent
Boksburg

Summary

Dynamic call center professional with proven expertise at Advanced Call Centre Technology, excelling in customer communications and problem-solving. Successfully trained new staff, enhancing team performance and compliance. Skilled in call center operations, I implemented strategies that improved resolution rates, ensuring high customer satisfaction and operational efficiency.

Overview

13
13
years of professional experience
5
5
Languages

Work History

Call Centee Agent

Advanced Call Centre Technology
08.2024 - Current
  • Trained new staff on call center protocols, ensuring adherence to company policies and enhancing team performance.
  • Conducted regular quality assurance reviews of calls, offering constructive feedback to peers to improve service delivery and compliance standards.
  • Assisted in developing training materials that improved onboarding processes for new representatives, facilitating quicker adaptation to role responsibilities.
  • Implemented strategies for managing difficult customer interactions, leading to improved resolution rates and positive feedback from clients.
  • Participated in team meetings focused on refining operational workflows, contributing insights that enhanced overall efficiency of call handling procedures.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

Admin Clerk

The Bed Store
11.2019 - 10.2023
  • Handing incoming cals ,taking messages,and directing them to the appropriate personnel
  • tracking inventory ordering office supplies and ensuring the availability of necessary resources.
  • typinf ,formatting,proofreading,and editing doumnts,as well as creating presentations.
  • Assistang sales stuff with correct figures and payments
  • Basic bookkeeping tasks,such as preparing invoices or managing petty cash.
  • Proficiency in using office software (word processing,spreedsheets,emails) and other relevan tecnologies.
  • Problem solving ability to identify and resolve basic issues related to office equipment or procedures.




Call Centre Agent

Multi Choice
05.2016 - 10.2019
  • Managed high-volume inbound calls, providing accurate information and resolving customer inquiries efficiently.
  • Utilized CRM software to track customer interactions and maintain detailed records of conversations for follow-up and quality assurance.
  • Collaborated with team members to streamline call handling processes, reducing average call time while maintaining customer satisfaction standards.
  • Trained new staff on call center protocols, ensuring adherence to company policies and enhancing team performance.
  • Sales generating revenue through inbound and outbound sales activities such as upselling and cross selling

Sales Assistant

Moda Shoes
08.2012 - 04.2016
  • Assisted customers with product selection, providing personalized recommendations based on individual preferences and needs.
  • Managed inventory levels by conducting regular stock checks and ensuring that popular styles were readily available on the sales floor.
  • Processed sales transactions efficiently using point-of-sale systems, ensuring accuracy in cash handling and credit card processing.
  • Developed visual merchandising displays to enhance product visibility and attract customer attention, resulting in increased foot traffic.
  • Greeting and engaging customers :Welcoming customers,offering assistance,and creating a positive first impression.

Education

No Degree -

Matric
Parklands High School
05.2001 -

Skills

Problem-solving skills

Customer communications

Call center operations

Customer education

Additional Information

License code 10

ART

Visual Art is one if my favorite things to do gaining knowledge in a variety of fields creating unique worlds,props ,objects ,characters/creatures/sets and more, it brings joy to my soul even in dark days, brings positivity and hope .I started developing love for visual art at after the age  of 19 it gave me hope for the future even in difficult times.

Timeline

Call Centee Agent

Advanced Call Centre Technology
08.2024 - Current

Admin Clerk

The Bed Store
11.2019 - 10.2023

Call Centre Agent

Multi Choice
05.2016 - 10.2019

Sales Assistant

Moda Shoes
08.2012 - 04.2016

No Degree -

Matric
05.2001 -

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Nosipho Portia MdhluliCall Centre Agent