Phumeza Chemane
Customer Service Consultant
Pinetown
Summary
Proactive communicator with high levels of integrity seeking for an uplifting opportunity to showcase my capabilities and to make a positive impact into your organization.
As professional advisor, deeply committed to delivering actionable insights and fostering collaborative environments. Extensive experience in strategic planning and conflict resolution ensures impactful contributions to team success. Known for adaptability and results-driven approach, excelling in problem-solving and relationship management.
Overview
8
8
years of professional experience
2040
2040
years of post-secondary education
3
3
Languages
Work History
Customer service and retentions advisor
Concentrix
10.2023 - Current
- Dealing with daily Customer queries regarding upgrading devices,simonly plans,bills,replacement simcards,coverage issues etc
- Retaining customers that want to opt for another service provider
- Capturing customer information and forwarding necessary documentation via email nor text
- Making outgoing calls for necessary escalation's
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
Sales Verifier and Quality Assurance
The Unlimited
08.2022 - 10.2023
- Verifying sales made by agent's
- Making sure the customer understood the product they will be receiving
- Answering any questions or queries made by the customer
- Uploading statistics made by agent's on Microsoft Excel
- File reports and coaching documents
- Listening to calls made by agent's to make sure they are maintaining the companies expectations
- Doing quality assurance daily on sales made by the agent's to make sure they are not misleading customers
- Providing feedback for non-compliance or integrity breeches
- Maintained strict confidentiality when dealing with sensitive personal information throughout the entire verification process.
- Updated internal databases regularly with verified information, facilitating easy access for all team members involved in the process.
- Identified potential areas of risk or fraud during the verification process, mitigating potential losses for clients and the company.
- Collaborated with colleagues on special projects, ensuring successful completion within deadlines.
- Developed a deep understanding of industry-specific requirements to ensure accurate verification outcomes tailored to each client''s needs.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Maintained high levels of customer satisfaction through consistent attention to detail and prompt resolution of issues.
- Trained new employees on company policies, procedures, and verification techniques, contributing to overall team success.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Call centre Agent
The Unlimited
05.2020 - 08.2022
- Lead generating department where we make sure we treat all customers in a well mannered way and making them understand the product that they getting which requires Patience
- Managing basic enquiries a Customer might have
- Daily administration of capturing and recording customer information into the system along with their Medical Aid schemes
- Good Communication and Telephone Etiquette
- Salary based on commission so it requires Punctuality, dedication and 100% attendance each day and not giving up
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Assistant Team Leader
Capital Fashion
02.2017 - 03.2020
- Assisting in managing the daily administration duties of the store and staff
- Ie
- Receiving stock, stocktaking, Being on the till and Cashing up Revenue obtained by the Business
- Opening & closing the store when required
- Making sure all Customer Expectations and queries are met
- Taking incoming and outgoing correspondence Telephonically
- Addressed customer complaints promptly, resolving issues effectively and maintaining high levels of customer satisfaction.
- Assisted in hiring, training, and mentoring new team members, fostering a positive work environment and strong teamwork.
- Led weekly staff meetings discussing pertinent updates sharing best practices among peers creating a collaborative learning environment.
- Optimized scheduling procedures to ensure full staff coverage during peak hours, improving overall store efficiency.
- Managed daily operations by delegating tasks efficiently among team members while monitoring progress toward goals.
- Used cash register to tally purchases, collect payment and execute fast and friendly check-out experiences.
- Used computer and point of sale system knowledge to process transactions, perform product lookups and verify inventory availability.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Education
Matric -
Entsikeni Secondary School
Tourism Management
University of South Africa
Durban, South Africa 04.2001 - 12.2023
Skills
- Leadership Skills
- Good Communication skills
- Microsoft Word and PowerPoint
- Microsoft Excel
- Fast typing skills
- Punctuality
- Time Keeping
- Good Written and Verbal Communication
- Problem Solving
- Handling Deadlines and Emergencies
Presentations and public speaking
- Well Experience in Telephone Etiquette
Critical thinking
- Multitasking
Personal Information
- Date of Birth: 09/23/96
- Nationality: South African
- Marital Status: Single
Timeline
Customer service and retentions advisor
Concentrix
10.2023 - Current
Sales Verifier and Quality Assurance
The Unlimited
08.2022 - 10.2023
Call centre Agent
The Unlimited
05.2020 - 08.2022
Assistant Team Leader
Capital Fashion
02.2017 - 03.2020
Tourism Management
University of South Africa
04.2001 - 12.2023
Matric -
Entsikeni Secondary School
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