Phomotseng Belebesi
Cape Town
Summary
Offering strong interpersonal skills and genuine interest in exceeding customer expectations, ready to learn and develop in fast-paced call center environment. Contributes proactive approach and willingness to adapt to new challenges, bringing solid communication and organizational skills. Ready to use and develop problem-solving abilities and attention to detail in Customer Service Call Center Agent role.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Customer Service Call Center Agent
WNS Global Services
01.2025 - 11.2025
- Achieved high first-call resolution rates by providing accurate information and solutions to customers'' concerns.
- Followed up on open cases, ensuring timely resolution and customer satisfaction throughout the process.
- Provided timely feedback on product-related issues encountered by customers to inform improvements in product design or documentation.
- Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
- Participated in regular team meetings to discuss performance metrics, share insights, and foster a collaborative work environment.
- Emphasized a customer-centric approach in all interactions by placing their needs and expectations at the forefront of each call.
Outbound Call Center Agent
MFA
02.2024 - 08.2024
- Achieved high conversion rates through skillful negotiation tactics applied throughout the sales funnel stages.
- Provided personalized support by addressing each caller''s needs based on their unique circumstances, preferences, or challenges faced during the interaction process.
- Enhanced team performance with consistent attainment of individual and group targets.
- Educated customers on offerings and upsold products and services to increase revenue.
- Generated leads for the sales team by identifying potential customers through targeted outbound calls.
- Utilized persuasive communication skills to overcome objections from potential clients during sales presentations.
- Participated proactively in ongoing learning initiatives like workshops or seminars to consistently enhance communication skills and product knowledge.
Teaching Assistant
Khanyolwethu Secondary School
02.2023 - 11.2023
- Supported classroom activities, tutoring, and reviewing work.
- Completed daily reports on attendance and disciplinary performance.
- Provided one-on-one tutoring sessions for struggling students, leading to increased understanding and improved grades.
- Supported classroom maintenance and upkeep, organizing books, and materials.
- Collaborated with fellow teaching assistants to create a consistent and supportive learning environment for students.
Education
No Degree - Financial Management
Northlink College
Cape Town, South Africa 04.2001 -
Khanyolwethu Secondary School
Strand, South AfricaSkills
Call center customer service
Patience maintenance
Empathy display
Complaint resolution
Call handling
Customer communications
Problem-solving skills
Timeline
Customer Service Call Center Agent
WNS Global Services
01.2025 - 11.2025
Outbound Call Center Agent
MFA
02.2024 - 08.2024
Teaching Assistant
Khanyolwethu Secondary School
02.2023 - 11.2023
No Degree - Financial Management
Northlink College
04.2001 -
Khanyolwethu Secondary School