Administration
Phumzile Sonyamba
Management Assistant
Summary
Experienced Customer Care Agent brings 5+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Customer Care Agent
South African Pharmacy Council
Pretoria
04.2016 - Current
- Make escalation for payments and certificates whereabouts
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Maintained and managed customer files and databases.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
Education
High School Diploma -
Tshwane North TVET College
Pretoria 01.2015 - 10.2017
Skills
Documentation and reporting
First Call resolution
Inbound Customer Service
CRM
Shipping procedures understanding
Key stakeholder relationship building
Staff education and training
Service standard compliance
Account management
Multi-line phone talent
Complaint resolution
Interests
Health and Safety Representative
Timeline
Customer Care Agent
South African Pharmacy Council
04.2016 - Current
High School Diploma -
Tshwane North TVET College
01.2015 - 10.2017