Onalenna Roberts
Customer Service Representative
Johannesburg
Summary
Customer-service focused administrator with over 10 years’ experience in client liaison, data capturing, order processing and reporting. Strong numeracy and attention-to-detail; comfortable working under pressure, multitasking and coordinating across departments. Quick learner who trains and supports colleagues to improve service delivery. From your CV: “An aspiring customer service professional with over 10 years’ experience in the field.” From your CV: “Proactively analyzing and driving customer service desk environment quality performances.”
Overview
7
7
Certifications
19
19
years of professional experience
Work History
Customer Service Quality Assurance Analyst
EOH Business Solutions
01.2023 - Current
- Proactively analyze and drive customer service desk quality performance.
- Review and assess quality of logged calls (emails, telephonic & online system queries).
- Compile weekly and monthly reports on customer satisfaction and system performance.
- Administer customer complaints and ensure timely resolution; confirm pricing and follow up with clients as required.
- Conduct refresher training to improve agent performance and accuracy in data capturing.
Customer Service Coordinator
EOH
08.2016 - 07.2020
- Assign logged calls and orders to field agents; ensure correct capturing of job details and pricing confirmations.
- Perform customer satisfaction follow-ups and manage client correspondence.
- Maintain compliance with policies and procedures to ensure consistent service delivery.
- Conduct training sessions for new and low-performing agents.
Agent/Technician
University of Johannesburg
01.2014 - 12.2015
- Installed audio and projection equipment; prepared lecture and meeting rooms.
- Troubleshot network-connected computers, audio devices and projectors; provided user support.
Office Administrator
Mohau Goalathlwe Training & Development
04.2009 - 12.2011
- Scheduled and organised training programs; maintained trainee lists, attendance sheets and invoicing (pricing capture).
- Managed front-desk client liaison, bookings and training room setup; managed MD’s diary.
Sales Consultant
Cell C Waterfall Mall
01.2008 - 03.2009
- Promoted and sold cellphone products/services; established positive customer relationships and resolved complaints.
Education
Grade 12 Certificate -
12.2006
Skills
General administration: scheduling, filing, diary management, front-desk duties
Order capturing: accurate data entry of orders and confirmations; strong keyboard speed and accuracy
Client correspondence & pricing confirmation: professional email/telephonic communication; verify pricing and confirm with clients
Numeracy: excellent math skills for pricing checks, invoice verification and basic calculations
Client liaison & customer service: complaint handling, satisfaction follow-ups and relationship building
Cross-department communication: coordinate with technical teams, field agents and management
Systems & tools: MS Office (Excel), data reporting and analysis; Pastel familiarity (advantage) and willing to upskill
Work style: quick learner; multitasks well; performs under pressure; team player
Excel / MS Office: Solid practical experience; used for reporting and data capture
Data Capturing & Reporting: 7 years; current use for weekly/monthly performance and satisfaction reports
Customer Service / Client Liaison: Extensive experience in client correspondence, complaint handling and satisfaction follow-up
SOP Evaluation & Training: Experience evaluating procedures and delivering refresher training to teams
Pastel: Familiarity noted as an advantage; willing to upskill quickly with full training provided
Certification
ITIL4 International Certificate — EOH Business Solution (iOCO), 2023
Timeline
Data Analytics certificate
06-2026
Customer Service Quality Assurance Analyst - EOH Business Solutions
01.2023 - Current
Customer Service Coordinator - EOH
08.2016 - 07.2020
Agent/Technician - University of Johannesburg
01.2014 - 12.2015
Office Administrator - Mohau Goalathlwe Training & Development
04.2009 - 12.2011
Sales Consultant - Cell C Waterfall Mall
01.2008 - 03.2009
Johannesburg Polytech Institute - Grade 12 Certificate,
References
- Zama, Mgobozi, Operations Manager, 076 586 9930
- Mosimanegape Kenneth, Lesele, EOH Technical Team Leader, 076 881 5608
- Charlotte, Mannya, University of Johannesburg Supervisor, 072 622 8721
Additional Information
- Full training provided: comfortable learning Pastel and internal order/pricing systems.
- Work preferences: thrives in team environments; able to multitask and improvise under pressure.
- Availability: Available immediately.
- Location: Reside within 30 km of Northriding.
Next steps (quick, optional)
- To use this in a professional template: copy the text above into Microsoft Word or Google Docs, apply a clean single-column layout (font: Calibri or Arial 10–11pt; headings 12–14pt bold), and save/export as DOCX or PDF.
- If you’d like, I can format this into a one-page layout (tightened bullets and condensed education) for easier ATS scanning — tell me whether you prefer a one-page or two-page CV and I’ll produce the tightened version here for you to copy.
Personal Traits
Data rationalizing; conflict management; time management; attention-to-detail; adaptability; communication; teamwork; self-control; empathy; patience.