Portia Gugu Mahlangu
Customer Service And Call Center Operator
E mpumalanga
Summary
Dynamic customer service professional with a proven track record of delivering exceptional support and achieving high levels of customer satisfaction in fast-paced environments. Recognized for outstanding communication skills and a talent for efficiently resolving issues, fostering positive customer experiences. Highly collaborative and adaptable team player, consistently driving team success while meeting and exceeding performance targets. Organized and dependable, adept at managing multiple priorities with a proactive attitude and a strong willingness to embrace additional responsibilities to achieve collective goals.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
Call Center Operator/PA to the office of the CHIEF Director
Department of Agriculture
11.2012 - Current
- Administration of outbound and inbound call center
- Ensure that correct information is given to clients as requested
- Ensure quality service to clients and stakeholders
- Ascertain that customers get satisfactory service
- Maintain accurate records
- Database for clients enquire; queries and response
- Monitor and evaluate the call center activities
- Report all identified problems to management
- Customer care( Batho Pele Principles)
- Render administrative services
- Liaison with customers and MAFISA stakeholders
- Update status of all call and feedback to clients
- Key skills acquired
- Communication skills - verbal and written
- Attention to detail
- Planning and organizing information collection, analysis and management
- Problem solving
- Confidentiality
- Customer service orientation
- Teamwork
- Stress tolerance
Data Capturer
Department of Agriculture, Forestry & Fisheries
04.2008 - 09.2008
- Collect data
- Complete monthly reports
- Capture all information to CODAS system
- General administration work
Education
Diploma - Food Preparation and Culinary Art
Capsicum Culinary Studio
01-2017
Certificate - Customer Service Management
University of South Africa
01-2009
Certificate - Public Management
Pretoria Technicon
01-2000
Grade 12 - undefined
Ziphamamiseni High School
01-1999
High School Diploma -
Diploma in Culinary Art
Pretoria Menlyn 04.2001 -
Skills
Report writing
MS Word, MS Excel, MS PowerPoint and MS Outlook
Problem solving and decision making
Presentation skills
Team player
Effective communication
Conflict management
Planning and organizing
ADDITIONAL TRAINING
- Institution
- National School of Government
- Qualification
- Excellent Customer Care for Frontline Staff
- Year completed
- 2016
- Outcomes
- Identify customer needs.
- Differentiate between good and poor service delivery.
- Implement service delivery plans.
- Deal effectively with difficult customers.
- Identify and apply Batho Pele principles in frontline services.
- Use effective communication methods.
- Description
- The course is aimed at public sector officials who have direct or indirect contact with customers. The course offers an interactive opportunity for participants to develop the required competencies to deliver quality customer service in line with South African government.
Certification
Qualificaion
Timeline
Call Center Operator/PA to the office of the CHIEF Director
Department of Agriculture
11.2012 - Current
Data Capturer
Department of Agriculture, Forestry & Fisheries
04.2008 - 09.2008
High School Diploma -
Diploma in Culinary Art
04.2001 -
Certificate - Customer Service Management
University of South Africa
Certificate - Public Management
Pretoria Technicon
Grade 12 - undefined
Ziphamamiseni High School
Diploma - Food Preparation and Culinary Art
Capsicum Culinary Studio