Hi, I’m
Samukelisiwe Nkwanyana
Business Management
Tembisa
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Focused on improving call center times and quality of service with data-driven and hands-on approach. Attentive to customer behaviors and preferences and knowledgeable about teaching representatives to maintain good control and enhance customer satisfaction. Good recordkeeping and report writing abilities. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
years of professional experience
6
years of post-secondary education
1
Certification
4
Languages
Work History
Transaction Capital RecoveriesJohannesburg
Call Center Agent
01.2018 - 12.2022
Job overview
- Solving queries of customers, making payment arrangement, Educating and Rehabilitating customers with debts
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Balanced competing priorities under pressure without compromising the quality of service provided.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Streamlined issue resolution processes by collaborating closely with colleagues from other departments when necessary.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
- Participated in ongoing training sessions to stay updated on company policies and procedures, ensuring the highest quality of service for clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Automated processes to manage remote network.
- Addressed customer account discrepancies and concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Educated customers about billing, payment processing and support policies and procedures.
Munnik Basson Dagama IncorporatedJohannesburg
Customer Support Specialist
09.2015 - 12.2017
Job overview
- Solving queries of customers, making payment arrangement, Educating and Rehabilitating customers with debts
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Led initiatives aimed at boosting team morale through recognition programs, incentives, or other motivational strategies designed to encourage top-notch performance from every member of the support staff.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within the team.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Streamlined support processes for increased efficiency and reduced response times.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Worked closely with sales representatives to ensure seamless handoff of potential leads from support interactions.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Collected vital information to support company and associates through interviews and data analysis.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed and implemented preventive maintenance procedures.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
Transaction Capital Risks Services Sandton
Call Center Representative
01.2023 - Current
Job overview
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- 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.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion, and access to services.
- Attended telephone skills and program information training sessions to boost aptitude.
- Boosted customer service satisfaction ratings through consistent quality control.
- Responded to customer calls and emails to answer questions about products and services.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Education
Zitikeni Secondary SchoolTembisa
Basic Education from Commercial Studies
01.2008 - 04.2012
University Overview
- Highest Grade Passed: Grade 12
- Subjects: IsiZulu, Maths Literacy, English, Accounting, Business studies, Economics, Life Orientation
Ekurhuleni West CollegeKempton Park
Business management N4 from Business Administration And Management
06.2013 - 12.2013
University Overview
Subjects: Computer Practice, Management communication, Financial Accounting, Entrepreneurship & Business management
Ekurhuleni West CollegeKempton Park
Business management N5 from Business Administration And Management
01.2014 - 06.2014
University Overview
Subjects: Financial accounting, Sales Management, Entrepreneurship & Business management, Computer Practice
Ekurhuleni West CollegeKempton Park
Business management N6 from Business Administration And Management
06.2019 - 12.2019
University Overview
Subjects: Financial Account, Labour Relations, computer Practice, Entrepreneurship & Business management
Skills
Data VisualizationData ProcessingMicrosoft OfficeSpreadsheetsEmail communicationOperating systemsPresentation softwareCommunication and collaborations toolsSocial media
Customer Education
Technical Support
Call Center Operations
Customer communications
CRM Software
Documentation And Reporting
Quality Control
Performance monitoring
Quality Assurance
Team Development
Problem-solving skills
Resolving issues
Answering questions
Payment Processing
Sales closing
Product Upselling
Customer Relationship Management
Customer Service
Call Control
Communicating with clients
Brand representation
Call Center Customer Service
Customer Support
Cash Handling
Direct Sales
Multitasking
Continuous Improvement
Problem-solving aptitude
Written Communication
Policies and Procedures Adherence
Problem Resolution
POS systems expert
Store maintenance
Appointment Setting
System Documentation
Account updating
Data Gathering
Product Recommendations
Report Preparation
Account Maintenance
Gathering information
Data Entry
Interpersonal Skills
Telemarketing expertise
CallSelect communication systems
Language Fluency
Typing Speed
Complaint resolution
Id
9405310657087
Contact Details
0791908162, samukelisiwenkwanyana9405@gmail.com
Alternative Number
S.E Simelane, 0670728732, sphamandla50@gmail.com
Driver License
None
Other Skills And Competencies
- Communications skills
- Presenting skills
- Listening skill
- Problem solving
- Team work
- Attention to detail
- Leaderships skill
- Quick Leaner
Criminal Record
None
Personal Information
- Gender: Female
- Nationality: South African
- Marital Status: Single
References
- Miss Khutso Bopape, Manager, 081 210 5451, Munnik Basson Dagama (MBD) Incorporated
- Mr Mafika Nkosi, Supervisor, 011 560 6480, Munnik Basson Dagama (MBD) Incorporated
- Mr M. Nkosi, Manager, 083 497 5895, Transaction Capital Recoveries
- Avhapfani Muthali, Supervisor, 011 560 6027, Avhapfanim@mbdinc.co.za, Transaction Capital Recoveries
Accomplishments
- Achieved an increase in target by completing a double collection with accuracy and efficiency.
Certification
Best improved in legal collections
Timeline
Best improved in legal collections
09-2023
Call Center Representative
Transaction Capital Risks Services
01.2023 - Current
Ekurhuleni West College
Business management N6 from Business Administration And Management
06.2019 - 12.2019
Call Center Agent
Transaction Capital Recoveries
01.2018 - 12.2022
Customer Support Specialist
Munnik Basson Dagama Incorporated
09.2015 - 12.2017
Ekurhuleni West College
Business management N5 from Business Administration And Management
01.2014 - 06.2014
Ekurhuleni West College
Business management N4 from Business Administration And Management
06.2013 - 12.2013
Zitikeni Secondary School
Basic Education from Commercial Studies
01.2008 - 04.2012