Summary
Overview
Work History
Education
Skills
Timeline
Generic

Phindile Princess Zwane

Call Centre Operator
Boksburg,GP

Summary

Dynamic Call Center Operator with a proven track record at Fempower Personnel Pty Ltd, excelling in customer complaint resolution and enhancing customer satisfaction. Skilled in CRM navigation and adept at problem-solving, I consistently achieved high first-call resolution rates, driving operational efficiencies and fostering positive customer experiences.

Friendly Call Agent handles fast-paced call center settings. Offering excellence Communication and services abilities.

Knowledgeable Call Centre Agent with solid background in managing high-volume customer interactions and resolving inquiries efficiently. Successfully increased customer satisfaction by implementing effective communication techniques. Demonstrated ability to handle complex issues and maintain positive customer experience through active listening and problem-solving skills.

Overview

19
19
years of professional experience
3
3
Languages

Work History

Call Center Operator

Fempower Personnel Pty Ltd
04.2025 - Current
  • Improved customer retention rates by skillfully resolving complaints and addressing concerns with empathy and professionalism.
  • Handling inbound and outbound interactions via telephone, email, or digital channels across various existing projects.
  • Maintained accurate records of customer interactions, ensuring efficient follow-up and resolution of outstanding issues.
  • Proactively identified opportunities for process improvements within the call center, leading to enhanced operational efficiencies.
  • Supported cross-functional departments by accurately routing calls as needed, promoting an efficient workflow throughout the organization.
  • Streamlined operations with consistent adherence to company policies and procedures related to call center tasks.
  • Investigated and resolved customer inquiries and complaints quickly.

Call Center Operator

Electronic Toll Collection ETC
02.2015 - 03.2025
  • Contributed to streamlined workflows by completing assigned administrative tasks in an organized and timely manner.
  • Recommended products to customers, thoroughly explaining details.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers by answering questions and responding to inquiries.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Achieved a high first-call resolution rate by quickly identifying issues and providing appropriate solutions.
  • Navigated complex computer systems to access vital information needed for successfully assisting customers with their needs.
  • Reduced average call time for improved efficiency through active listening and clear communication skills.
  • Collaborated with team members to share best practices, resulting in improved overall performance within the call center.
  • Enhanced customer satisfaction by efficiently handling high call volumes and promptly addressing inquiries.

Call Center Agent, Inbound Sales

Traffic Management Technoloies
02.2013 - 12.2014
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Assisted customers with order placement, ensuring accurate and timely delivery of products or services.
  • Recognized for consistently receiving positive feedback from customers and supervisors, contributing to a strong team reputation for excellent customer service.
  • Participated in ongoing training programs to enhance product knowledge and stay current on industry trends or changes in policies and procedures.
  • Minimized dropped calls by implementing effective call control techniques, ensuring smooth transitions between topics during conversations.
  • Maintained high-quality customer service by adhering to call center policies and procedures.
  • Collaborated with other departments to address complex customer issues, ensuring timely resolutions that met client expectations.
  • Increased customer satisfaction by efficiently handling inbound calls and addressing customer inquiries.
  • Utilized CRM software to track customer interactions, streamlining the sales process for improved productivity.

Packing, Shipping, and Receiving Assembler

Caprini Footwear Factory
03.2006 - 11.2008
  • Improved inventory management with regular stock audits and timely reporting of discrepancies.
  • Sealed, packed, labeled and affixed postage on packages to prepare materials for shipping, utilizing postage meters, and sealing tools.
  • Initiated proof of delivery documents to trace lost shipments.
  • Reviewed outbound merchandise for errors or complications to protect employer reputation and boost customer satisfaction ratings.
  • Unpacked and examined incoming shipments to record shortages, rectify damages and reject damaged items.

Education

High School Diploma -

Umlazi Commercial High School
Durban, South Africa
04.2001 -

Skills

Customer communications

Timeline

Call Center Operator

Fempower Personnel Pty Ltd
04.2025 - Current

Call Center Operator

Electronic Toll Collection ETC
02.2015 - 03.2025

Call Center Agent, Inbound Sales

Traffic Management Technoloies
02.2013 - 12.2014

Packing, Shipping, and Receiving Assembler

Caprini Footwear Factory
03.2006 - 11.2008

High School Diploma -

Umlazi Commercial High School
04.2001 -

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Phindile Princess ZwaneCall Centre Operator