Nuraan Sampson
Customer Service Associate
Cape Town,WC
Summary
With a proven track record at IContact BPO, I excel in enhancing customer satisfaction and resolving complex issues, demonstrating exceptional CRM expertise and a professional telephone demeanor. My ability to manage high call volumes and develop strong customer relationships has consistently contributed to achieving and surpassing performance metrics.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
IContact BPO
05.2021 - 11.2023
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed to team success, consistently achieving call center performance metrics.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
Customer Service Representative
WNS (British Gas)
11.2017 - 09.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Adhere to compliance policies whilst succesfully resolving issues relating to utility disputes
- Familiar with SAP and various software systems
Customer Care Officer
CAPITA (O2 Service Provider)
06.2015 - 04.2017
- Handled difficult situations calmly, maintaining professionalism at all times.
- Managed high call volumes with exceptional time management and multitasking skills.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Mastered various CRM software systems for effective tracking of client communications.
- Reduced customer complaints by providing timely solutions to issues.
- Developed strong relationships with customers, leading to increased repeat business.
Education
Leadership Principles - Customer Service
Amazon Development Centre
Cape Town, SOUTH AFRICAMatric - Matric
Kassels Vlei SSS
Bellville Cape Town1997
Skills
Cataloging
Timeline
Customer Care Representative
IContact BPO
05.2021 - 11.2023
Customer Service Representative
WNS (British Gas)
11.2017 - 09.2019
Customer Care Officer
CAPITA (O2 Service Provider)
06.2015 - 04.2017
Leadership Principles - Customer Service
Amazon Development Centre
Matric - Matric
Kassels Vlei SSS
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