SAP
Nsovo Shiburi
Johannesburg
Summary
International Call Center Agent (L2) supporting American clients in a BPO environment. Resolves 31–50 customer issues per week, handles 41–60 customer calls per day, handles 21–35 administrative follow-up cases per week, and keeps service conversations moving across customer experience channels. Brings communication, active listening, and data entry support to fast-paced contact center work.
Overview
4
4
Languages
7
7
years of professional experience
Work History
Warehouse Worker
MIT AUTO PARTS
10.2024 - Current
- Operated pallet jacks to efficiently transport goods throughout the warehouse.
- Implemented process improvements that reduced order fulfillment time and increased productivity.
- Achieved timely dispatch of orders using effective time management strategies during the picking process.
- Trained new staff on warehouse procedures, emphasizing safety protocols and operational best practices.
- Operated pallet jacks to efficiently transport goods throughout warehouse.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Managed stock levels through systematic tracking, reducing excess inventory and optimizing storage space.
- Conducted regular inspections of equipment to ensure compliance with safety standards and operational efficiency.
International call center agent (L2)
MERCHANTS SA - DIMENTION DATA COMPANY
10.2022 - 11.2023
- Served clients in America at Merchant SA, a partner of Aladin Customer Management, specializing in business process outsourcing (BPO) and customer experience interactions. My role included working as a call center agent and performing various administrative tasks.
- Provided customer support for American clients at Merchant SA, a partner of Aladin Customer Management, specializing in business process outsourcing (BPO) and customer experience interactions.
- (L2)
Sales & Customer representative
SHINNING ENTREPRENEURSHIP
09.2021 - 06.2022
- Increased e-commerce sales for company specializing in laptops and gadgets for university students. They specialized in selling laptops and various gadgets, primarily to university students. Managed online system, responded to customer inquiries, facilitated new customer interactions, and resolved ongoing order issues.
- Resolved customer inquiries and complaints, ensuring effective problem-solving and satisfaction.
- Maintained accurate records of customer interactions using CRM software to enhance service delivery.
- Trained new representatives on product knowledge and customer service best practices to improve team performance.
Picker
SPAR SOUTH RAND
11.2020 - 07.2021
- Handled items ready for dispatch to stores, ensuring accuracy and timeliness in fulfillment. Received recognition from colleagues and management for contributions to team success.
Picker
SHOPRITE CHECKERS DC WAREHOUSE
03.2019 - 08.2020
- I worked as a warehouse picker, where I was entrusted with handling all items ready for dispatch to stores. My contribution to the team was recognized by both my colleagues and the management.
Education
Matric Grade 12 -
Tswelepele High
Gauteng 01-2018
Skills
Communications
Data entry
Zendesk
Time management
Conflict resolution
Call quality monitoring
Escalation management
Workforce scheduling
Complaint resolution
Service level tracking
SAP
Sage
Order management
Customer relationship management
Team leadership
Inventory coordination
Customer follow-up
Warehouse dispatch coordination
CRM reporting
Supervisor scheduling
Software
Timeline
Warehouse Worker
MIT AUTO PARTS
10.2024 - Current
International call center agent (L2)
MERCHANTS SA - DIMENTION DATA COMPANY
10.2022 - 11.2023
Sales & Customer representative
SHINNING ENTREPRENEURSHIP
09.2021 - 06.2022
Picker
SPAR SOUTH RAND
11.2020 - 07.2021
Picker
SHOPRITE CHECKERS DC WAREHOUSE
03.2019 - 08.2020
Matric Grade 12 -
Tswelepele High