NSUKU NGOBENI
Contact Center Agent
Johannesburg
Summary
Results-oriented professional with a strong track record in effectively addressing customer issues through excellent communication and problem-solving skills. Seeking to leverage knowledge, abilities, and skills in a company that values hard work and offers opportunities for growth. Consistently surpassing productivity and quality targets in high-volume settings, has built lasting customer relationships to foster loyalty and satisfaction.
Overview
1
1
year of professional experience
10
10
years of post-secondary education
4
4
Languages
Work History
Contact Center Agent
Alteram Solutions
Midand
06.2023 - Current
- Verifying legal documents such as briefs, pleadings, motions, and discovery requests.
- Assisting legal representatives with progress of their clients claims and escalating of legal matters.
- Assisting in the preparation of depositions, including preparing the Road Accident Fund state attorneys outlines and conducting drafting.
- Communicating with clients to keep them informed about the progress of their cases and legal options.
- Adhering to ethical standards and confidentiality requirements throughout all legal process.
- Resolved over 100 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management.
- Educated customers on company systems, form completion, and access to services.
- Assisted customers by answering questions and responding to inquiries.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Contributed towards the achievement of team and organizational goals by actively participating in performance-driven initiatives, resulting in increased efficiency for the contact center.
- Enhanced team performance by offering support and sharing knowledge with colleagues in a collaborative environment.
- Proactively identified areas for personal growth and development within the role, seeking additional training or resources as needed to improve job performance.
- Exceeded performance metrics consistently, showcasing dedication to providing excellent customer service.
- Cultivated a positive work environment through active engagement in team-building activities, fostering camaraderie among colleagues and boosting overall morale.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Assisted in training new hires by sharing best practices and offering guidance on company processes.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
Education
BCOM Law -
University of South Africa
Johannesburg 01.2024 - Current
Diploma in Labour Law - Labour Law
Vaal University of Technology
Gauteng, South Africa 01.2020 - 01.2023
High School Diploma -
White Stone College
Gauteng, South Africa 01.2019 - 11.2019
High school -
Hoerskool Die Adelaar
Gauteng, South Africa 01.2012 - 12.2016
Skills
Excellent communication skills (Verbal and Written)
Document filing, Editing and proofreading
Attention to details
Problem solving skills
Flexibility
Microsoft Word
Microsoft PowerPoint
Follow-up skills
Documentation And Reporting
Remote Work Capabilities
Dispute Resolution
Script adherence
References
- Portia Ncala, Alteram Solutions, Team leader, portia.ncala@alteram.co.za, +27693114306
- Mrs Nadien Raath, Vaal University of Technology, Lecture, nadien@vut.ac.za/nadine@vut.ac.za, 061 950 9590
Timeline
BCOM Law -
University of South Africa
01.2024 - Current
Contact Center Agent
Alteram Solutions
06.2023 - Current
Diploma in Labour Law - Labour Law
Vaal University of Technology
01.2020 - 01.2023
High School Diploma -
White Stone College
01.2019 - 11.2019
High school -
Hoerskool Die Adelaar
01.2012 - 12.2016
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