Sbusisiwe Mbanjwa
Call Centre Agent, Administration Clerk, Receptionist
Durban,KZN
Summary
I am an Astute individual offering polished communication skills. Brings excellent organizational skills and over 8 years of job experience. Self-motivated and true team player.
I am also an Innovative individual with 8 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions. I am always open to challenges and learning new things everyday.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Call Center Customer Service Representative
Merchants Dimensions (Cell C Customer Care)
Durban
04.2018 - 03.2020
- Described product highlights and benefits to help guide purchasing decisions.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Answered over 50 calls per shift to meet fast-paced call center demands.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exhibited high energy and professionalism when dealing with clients and staff.
Call Center Customer Service Representative
CCI Call Centres Pty Ltd (International Campaign)
Durban
08.2016 - 01.2018
- Resolved concerns with products or services to help with retention and drive sales.
- Described product highlights and benefits to help guide purchasing decisions.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Initiated termination of customer contract upon request.
- Promptly responded to inquiries and requests from prospective customers.
Restaurant Hostess
Mugg & Bean
Margate
01.2013 - 12.2016
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
- Maintained highly loyal clientele by delivering unparalleled service at every stage of restaurant dining experience.
Education
Grade 12 - Grade 12
Marburg Secondary School
Port Shepstone 01.2012 - 12.2012
Higher Certificate : LAW - LAW
University of South Africa
Durban 07.2014 - 06.2016
Bachelor of Law - LAW
University of South Africa
Durban 07.2017 - Current
Skills
Service recommendations
Documentation and reporting
Keyboarding
Call center operations
Good Written and oral communication
Complaint resolution
Service standard compliance
Ability to use positive language
Computer Literacy
Attentiveness
Time Management
Tenacity
Timeline
Call Center Customer Service Representative
Merchants Dimensions (Cell C Customer Care)
04.2018 - 03.2020
Bachelor of Law - LAW
University of South Africa
07.2017 - Current
Call Center Customer Service Representative
CCI Call Centres Pty Ltd (International Campaign)
08.2016 - 01.2018
Higher Certificate : LAW - LAW
University of South Africa
07.2014 - 06.2016
Restaurant Hostess
Mugg & Bean
01.2013 - 12.2016
Grade 12 - Grade 12
Marburg Secondary School
01.2012 - 12.2012