SAMKELISIWE SKHOSANA
Customer Resolution
Doornkop
Summary
I have a proven track record at multiple organizations. Excel at problem-solving and maintaining a vigilant eye for fraud, recognizing the importance of precise and effective procedures. Meticulous attention to detail ensures exceptional results and great client support. Adapts quickly to organizational changes, thrives under pressure, utilizing strong analytical and problem-solving abilities to complete work in a timely manner with minimal supervision.
Overview
16
16
years of professional experience
4031
4031
years of post-secondary education
4
4
Languages
Work History
Customer Resolution Agent
Capitec Bank
05.2024 - Current
- Increased first-call resolution rate through thorough understanding of products/services offered and effective troubleshooting skills.
- Analyze client's profile to assist in errors when making transactions, trying to login to online banking
- Document generation if receiving errors on the online platform.
- KYC procedure
- Resolving customer complaints and providing appropriate solutions.
- Fraud monitoring
- Online banking profile creation for additional user
- Developed strong relationships with clients through consistent follow-up and communication, fostering long-term loyalty.
- Collaborated with team members to identify root causes of recurring issues and implement effective solutions.
- Provided exceptional service through active listening, understanding customers'' needs, and offering tailored solutions.
Customer Solutions Agent
Icontact
04.2023 - Current
- Book service appointments
- Connect customer with correct department
- Analyze diagnosis for correct appointment.
- Check open recalls on vehicles.
Virtual Assistant
MSA
07.2022 - Current
- Taking messages for various estate agencies when unavailable.
Digital Customer Service Advisor
Webhelp
05.2021 - 07.2022
- Digital content troubleshooting
- Device troubleshooting
- Changing and checking payment methods
- Concession control
- Heavy Bulk collection
Back Office Customer Support
Merchants
04.2020 - 05.2021
- Update details on CRM
- Credit vetting
- Suspend/Resume lines
- Billing
- Spend limit
- Fraud react
- Refund
- Network settings administration
- Customer service
After Sales Blended Agent
Digital Planet
07.2015 - 07.2018
- Arranging deliveries & Collections
- Confirming Addresses
- Technical administration
- Customer service
- Email & SMS Complaints
- Route Scheduling
Stock Taker (Weekends & Holidays)
Dial-A-Stocktaker
01.2009 - 01.2014
Education
I.T & Computer Science Certificate -
South West Gauteng College
National Senior Certificate - undefined
Jabulani Technical High School
Service Technician Certificate -
Richfield Graduate Institute of Technology
Skills
- Communication
- Time Management
- Quality control
- Excellent problem-solving
- Self-Management
- Analytical
- Billing procedures
- Social perceptiveness
Phone
0732870730, 0726641080
References
Robyn Lee Lawrence
Icontact Team Leader
0794681189
Andile Manqana
Quality Assessor
0844496086
Timeline
Customer Resolution Agent
Capitec Bank
05.2024 - Current
Customer Solutions Agent
Icontact
04.2023 - Current
Virtual Assistant
MSA
07.2022 - Current
Digital Customer Service Advisor
Webhelp
05.2021 - 07.2022
Back Office Customer Support
Merchants
04.2020 - 05.2021
After Sales Blended Agent
Digital Planet
07.2015 - 07.2018
Stock Taker (Weekends & Holidays)
Dial-A-Stocktaker
01.2009 - 01.2014
National Senior Certificate - undefined
Jabulani Technical High School
I.T & Computer Science Certificate -
South West Gauteng College
Service Technician Certificate -
Richfield Graduate Institute of Technology
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