Patience Radebe
Customer Service Consultant
Newtown,Johannesburg
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Polite and professional Customer Service Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Experienced Customer Service Representative with 14 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Professional with strong experience in client interaction and scheduling, prepared for this role. Proven ability to build rapport, manage time efficiently, and adapt to changes. Demonstrates reliability and collaborative spirit, ensuring team goals are met. Skills include effective communication, organizational prowess, and focus on achieving tangible results.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Freelance Appointment Setter
Socialdose
Newtown
10.2024 - 11.2025
- Freelance appointment setter for spas in New Jersey, New York and Texas USA.
- Set appointments with salespeople and potential customers.
- Enhanced customer relationships through timely and professional follow-ups with prospective clients.
- Developed strong rapport-building skills through daily interaction with diverse clientele over the phone.
- Acted as first point of contact and set appointments for prospective clients.
- Reduced appointment cancellations by consistently confirming dates and times with clients via phone calls and emails.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Used CRM software to accurately track progress on appointment setting goals and analyze trends for continuous improvement.
- Increased appointment setting success by developing targeted call lists based on potential client needs.
- Collaborated effectively with cross-functional teams to gather information relevant to potential clients, strengthening the overall quality of outreach efforts.
- Maintained detailed records of all appointment setting activities, ensuring accurate reporting and analysis of key performance metrics.
- Utilized CRM system to track and manage leads, keeping appointments organized.
- Maintained a high level of knowledge about company products and services, enabling effective communication with potential clients during cold calls.
- Creating workflow and marketing campaigns.
- Answered phone calls and answered questions from potential customers.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Customer Service Representative
AfrishoreBPO, Bryanston
Bryanston
10.2023 - 01.2024
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Delivered prompt service to prioritize customer needs.
- Processing and verifying Customer Details Escalating to Benet’s Advisor to go through Coverage options of the Customer Follow scripts verbatim
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed approximately 60-80 incoming calls, emails and faxes per day from customers.
Customer Service Representative
MerchantsCX, Parktown
Parktown
08.2022 - 11.2022
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Delivered prompt service to prioritize customer needs.
- Developed and updated databases to handle customer data.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted to superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Taking incoming calls, Upselling Mobiles, Home Security and Package upgrades resolving issues that customers call in about Troubleshooting Cable, TV and Home Security
- Reset passwords Escalate to escalations depending on the issue at hand Advise Customers on their billing Schedule
- Technical Appointments Provide information to Customers as requested
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Participated in training programs to enhance product knowledge and customer service skills.
- Managed approximately 60-120 incoming calls, emails and faxes per day from customers.
Service Desk Agent
Supergroup IT, Sandton
Sandton
08.2018 - 03.2019
- Presented feedback to management on customer service trends and improvement areas.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Obtained client information by answering telephone calls.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Logging calls-ensuring calls are logged to the right department, updated and resolved within agreed upon SLA Worked on Cherwell (CRM)
- Logging onto SolarWinds – checking network and data lines on the domain, pulling top talkers reports should the data line be reported nonresponsive or slow First-Line support-remote access onto PCs to resolve incidents including internet and email connection, printing…etc.
- Use Lync daily to communicate with the users and remote on their PCs for assistance
- Work with users on Active Directory, Automate and JDE (Financial System) to reset passwords, check active accounts, terminate sessions and unlock accounts
- Single handedly ran the Service Desk Department for 2 months (March-April 2014)
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Maintained high-quality service standards by adhering to established processes and guidelines.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear solutions.
IOS Technical Advisor
Conduent, Sandton
Sandton
12.2016 - 02.2018
- Receiving incoming calls from British users Logging cases for their devices to be repaired if and when it is not a software issue, providing the case number and escalating when necessary.
- Providing technical advice for devices (iPhones, iPads and iPods)
- Escalating calls when necessary to Tear 2 which was management for Apple’s first line support
- Mentoring new advisors. Providing or Support for new advisors. Helping new advisors feel more comfortable with Apple devices and helping them familiarize themselves with the Apple lingo when it comes to resolving and communicating internally
- Delivered exceptional customer support, addressing technical inquiries in a timely manner.
- Corrected, modified and upgraded software to improve performance.
- Provided expert guidance on iOS hardware and software compatibility, ensuring seamless integration for end-users.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Managed customer escalations professionally while adhering to company guidelines.
- Leveraged diagnostic tools, logs analysis, and workflow management systems to optimize issue resolution times.
- Provided expert guidance on iOS hardware and software compatibility, ensuring seamless integration for end users.
- Established strong rapport with clients, fostering trust in technical expertise and advice provided.
- Assisted users in navigating app store content, enabling them to locate relevant applications effectively.
- Maintained current knowledge of AppleCare policies, providing accurate information during customer interactions.
- Minimized downtime for clients by promptly identifying root causes of technical issues and implementing appropriate fixes.
- Enhanced user satisfaction by troubleshooting and resolving complex iOS software issues.
- Documented troubleshooting steps and resolutions, contributing to knowledge base resources for future reference.
- Conducted comprehensive research on emerging technologies to stay abreast of industry trends and advancements.
- Supported customers through remote assistance tools, simplifying device configuration tasks as needed.
- Evangelized for end-user experience improvements to enhance overall adoption rates.
Education
ITIL V3 Foundation - Service Management
Foster Mellier
SunninghillTeaching English as a Foreign Language - English Teaching Certificate
Teacher Record
Online11.2021
Matric - English, Afrikaans, Isizulu, Mercantile Law, Economics, Business Economics, Accounting
Newgate College
Houghton12.2002
Skills
Problem-solving abilities
Multi-line phone talent
Office equipment proficiency
30-50 wpm Typing Speed
Customer service excellence
Upselling
Professional Demeanor
MS Office
Time Management
Organizational Skills
Service Upselling
Computer Skills
Assertiveness
Analytical Skills
Setting appointments
Customer service
References
- Ronwyn, Vosloo, HR Manager, ronwyn.vosloo@sgit.com, 0115234800, SupergroupIT
- Randall, Van Greunen, HR Manager, randalvgreunen@merchantscx.co.za, 0619894289, MerchantsCX
- Shanice, Naicker, Human Resources Coordinator, shanice.naicker@afrishorebpo.com, 0780993861, AfrishoreBPO / ROI Campaign
- Candice, De Geude, Human Resources Coordinator, candice.degeude@conduent.co.za, 0826144019, Conduent
- Hardik, Dudeja, Chief Executive Officer, +91998855253
Timeline
Freelance Appointment Setter
Socialdose
10.2024 - 11.2025
Customer Service Representative
AfrishoreBPO, Bryanston
10.2023 - 01.2024
Customer Service Representative
MerchantsCX, Parktown
08.2022 - 11.2022
Service Desk Agent
Supergroup IT, Sandton
08.2018 - 03.2019
IOS Technical Advisor
Conduent, Sandton
12.2016 - 02.2018
ITIL V3 Foundation - Service Management
Foster Mellier
Teaching English as a Foreign Language - English Teaching Certificate
Teacher Record
Matric - English, Afrikaans, Isizulu, Mercantile Law, Economics, Business Economics, Accounting
Newgate College