Ofentse Ndlovu
Call Center Agent
Rustenburg
Summary
Dynamic professional with a proven track record at Umvuzo Health, excelling in customer service and problem-solving. Recognized for enhancing client satisfaction through effective communication and a friendly demeanor. Skilled in Microsoft Office, I thrive in fast-paced environments, adapting quickly to challenges while maintaining a calm and positive attitude.
Overview
7
7
years of professional experience
Work History
Waste Admin
Panda Green Solution
03.2021 - 12.2021
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
Call Center Agent
Umvuzo Health
12.2021 - 06.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer account discrepancies and concerns.
Recruiting Fieldg Agent
Umvuzo
11.2017 - 12.2019
- Informed clients of policies and procedures.
- 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.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Education
Higher Certificate - Human Resources Management
Rosebank College
03.2020
Matric - Grade 12
Geelhout Park Secondary
Rustenburg 12.2017
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Microsoft office
Problem-solving
Time management
Flexible and adaptable
Multitasking
Microsoft Word
Calm under pressure
Verbal communication
Excellent communication
Timeline
Call Center Agent
Umvuzo Health
12.2021 - 06.2024
Waste Admin
Panda Green Solution
03.2021 - 12.2021
Recruiting Fieldg Agent
Umvuzo
11.2017 - 12.2019
Higher Certificate - Human Resources Management
Rosebank College
Matric - Grade 12
Geelhout Park Secondary