Nthabiseng Fenyane
Customer Care Representtive
Johannesburg
Summary
I am a resourceful individual; who is self-motivated and innovative person who works enthusiastically and responsibly within a team environment or on my own to solve business and customer requirements. Good communicator and I take pride in my work. Self-motivated, goal-orientated and vision-driven individual who is creative and has good work ethic. Very hard working and have great endurance capabilities and work well under pressure & without supervision. As an ambitious, Bubbly, outspoken and hard-working individual, I am often recognized for my commitment and ability, by respected colleagues and seniors. I handle multiple tasks competently daily and frequent acknowledgment of my contribution from senior management illustrates my potential value to your company.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Direct Loans Agent
Capitec Back LTD
01.2022 - Current
- Informed clients of policies and procedures.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Resolved caller issues quickly and thoroughly.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Established strong customer relationships, building recommendations and loyalty.
- Followed up on customers' inquiries to assess satisfaction with provided solutions. Personally contribute to establishing a heathy environment by contributing positively towards the building of respect, trust and teamwork.
- Take responsibility for developing own skills and knowledge (self- learning) via all applicable channels, such as e-learning and TLS. Seek, share & apply.
- To contribute to team efficiency and facilitate the team/department reaching its targets by supporting colleagues within the work function.
- Participate in a continuous learning environment by sharing knowledge, skill and experiences in a CEO (client service, energy and ownership) manner with colleagues.
- Take client calls in the Capitec Direct department in line with daily workforce schedule and service level requirements; monitor call times and adhere to schedules.
- Respond to and satisfy new and existing client queries and needs in respect of new loans, accounts and general queries e.g. Pay dates, financial difficulties.
- Redirect to relevant department.
- Always adopt and display Capitec Bank’s behavioral model.
- Meet QA standard.
- Support branches within SLA to improve client experience and same-day-service.
- Responsible for resolving all client queries/complaints pro-actively by providing an update on the query status within 24 hours.
- Obtained client information by answering telephone calls.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Execute and maximise inbound (requesting services or products) and outbound (telemarketing) sales opportunities as scheduled in the plan and achieve all service and sales targets.
- Apply a sales approach and techniques as per training and scripts and add personal experience and capability to optimize sales opportunities.
- Execute sales/promotional plans and actively take part in existing and new client recruitment campaigns, e.g., telesales campaigns and marketing/promotional activities, undertaking tasks as requested by the Team Leader
- Explain product range to clients in a clear and simple manner.
- Always adopt and display Capitec Bank’s behavioral model.
- Adhere to all departmental processes and procedures in sales activities and decisions.
- To identify opportunities for improvement and/or solutions to optimize efficiencies.
- To contribute towards risk management by identifying anomalies, exceptions, and other risk issues (i.e., operational, and reputational risks) and either resolve or escalate to line management immediately.
Call Center Representative
Merchants SA
11.2019 - 12.2021
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and team productivity by promoting operational best practices.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
Brand Promoter
Fujifilm
04.2018 - 12.2021
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Boosted brand awareness by implementing targeted marketing strategies and engaging promotional events.
- Handled customer inquiries promptly and professionally while providing knowledgeable recommendations based on their needs or interests.
- Assisted in the development of eye-catching visual merchandising displays to attract customers and drive sales growth.
- Maintained a strong presence at trade shows and industry events to network with potential clients and showcase the brand''s offerings.
- Increased consumer understanding of product benefits through clear communication of features during presentations and demonstrations.
- Generated positive word-of-mouth referrals by consistently providing an exceptional customer experience during promotional events.
Call Center Representative
CCI South Africa
01.2019 - 06.2019
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Claims Administrator
Liberty Life
01.2015 - 04.2016
- Balanced workload effectively, prioritizing tasks to ensure timely completion of all claim-related responsibilities.
- Conducted thorough investigations into potentially fraudulent claims, reducing company losses.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Developed easy-to-understand reports for management, detailing key metrics and performance indicators of the claims department.
- Provided exceptional customer service during stressful situations.
- Ensured timely claim payments by diligently monitoring deadlines and following up on outstanding documents.
- Supported continuous improvement efforts by identifying opportunities for process enhancements in the claims handling process.
- Optimized case management with establishment of best practices.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate claim information.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
National Contact Center Consultant
Electronic Toll Collection ETC
04.2013 - 04.2014
- Managed escalated calls effectively, resolving complex issues while maintaining a high level of professionalism and empathy.
- Implemented proactive communication techniques to address potential customer concerns before they became critical issues.
- Assisted in designing customized training programs tailored to individual agent needs for continuous professional development.
- Optimized workforce scheduling based on historical data analysis, minimizing operational costs while ensuring sufficient staffing levels during peak hours.
- Collaborated with team members to develop strategies for optimizing call handling and resolution times.
- Reviewed monthly KPIs against targets regularly; Identified trends and implemented corrective action plans to ensure consistent achievement of contact center objectives.
- Monitored quality assurance standards within the contact center, consistently meeting or exceeding established benchmarks for service excellence.
Contact Center Consultant
Multichoice ,DSTV
02.2012 - 02.2013
- Monitored quality assurance standards within the contact center, consistently meeting or exceeding established benchmarks for service excellence.
- Conducted regular performance evaluations, identifying areas of improvement and providing constructive feedback to agents.
- Managed escalated calls effectively, resolving complex issues while maintaining a high level of professionalism and empathy.
- Developed comprehensive reports on contact center performance metrics, guiding management in making informed decisions.
- Maintained up-to-date knowledge of industry trends and developments, ensuring the contact center remained competitive in its service offerings.
- Championed customer-centricity within the organization, fostering a culture of continuous improvement and commitment to delivering exceptional service experiences.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Sales Consultant
Direct Channels Holdings
01.2011 - 12.2011
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Responded to telephone and in-person requests for information.
- Provided sales and customer service assistance to walk-in traffic
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
Education
Some College (No Degree) - NQF LEVEL 4
Damelin
Braamfontein 01.2015 - 01.2015
High School Diploma -
Orlando High School
Orlando East, Soweto 01.2008 - 12.2008
Skills
Positive Attitude
Ensuring customer satisfaction
Recordkeeping proficiency
Teamwork and Collaboration
Excellent Communication
Problem-solving abilities
Attention to Detail
Continuous Improvement
Analytical Skills
Adaptability and Flexibility
Accomplishments
- Achieved [Queue Management Temp Position in Direct Loans] through effectively helping with [Queue management analytics].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of [10] staff members as a Team Leader Stand in.
Certification
School of Business Analysis Programme - Level 1
Timeline
School of Business Analysis Programme - Level 1
12-2023
Direct Loans Agent
Capitec Back LTD
01.2022 - Current
Call Center Representative
Merchants SA
11.2019 - 12.2021
Call Center Representative
CCI South Africa
01.2019 - 06.2019
Brand Promoter
Fujifilm
04.2018 - 12.2021
Liberty Life Award of Excellence
12-2015
Liberty Learnership Completion
12-2015
Claims Administrator
Liberty Life
01.2015 - 04.2016
Some College (No Degree) - NQF LEVEL 4
Damelin
01.2015 - 01.2015
National Contact Center Consultant
Electronic Toll Collection ETC
04.2013 - 04.2014
Contact Center Consultant
Multichoice ,DSTV
02.2012 - 02.2013
60 Credits towards Contact Centre Support Level 2
08-2011
Sales Consultant
Direct Channels Holdings
01.2011 - 12.2011
High School Diploma -
Orlando High School
01.2008 - 12.2008
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