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
Billing coordination
Custom order management
Inbound Customer Service
First Call resolution
Documentation and reporting
CRM
Training development aptitude
POS systems expert
Shipping procedures understanding
Service standard compliance
Complaint resolution
Professional telephone demeanor
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