Selina Mocumbi
Boksburg
Summary
Detail-oriented Admin & Call Centre Specialist with 4+ years experience in automotive and BPO sectors. Achieved 90% first-call resolution managing 50+ daily calls, and recognized as Employee of the Month Aug 2024 for SLA accuracy and low escalation rates. Strong technical aptitude with CompTIA A+ and IT Diploma supporting CRM data integrity, records management, and process compliance. Seeking Admin/Senior Call Centre role to deliver consistent, measurable results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CALL CENTRE AGENT
Smart Office Connexion
Boksburg
02.2021 - Current
- Managed a call queue of 50+ calls a day, consistently achieving 90% call resolution, and maintaining a high level of customer satisfaction.
- Handled both inbound and outbound calls.
- Managed and resolved customer complaints.
- Followed up customer calls where necessary.
- Escalated calls to Service Manager.
- Maintained working knowledge of available products and services for enhanced customer service.
- Customer communications, Critical thinking.
- Emergency call handling
- Time management
- Email writing
- Excellent customer service
- CRM systems
- Telephony systems knowledge
- Provide proper customer service
- Filling documents
- Prepare meetings and send out calendar invites
- Compiling, maintaining, and updating company records
- Outbound calls to clients, vendors to follow up on deliveries and appointments
- Identified data discrepancies through careful analysis, promptly researching issues for quick resolutions
- Maintained up-to-date and accurate patient records on Software
- Log all consumables and service calls into the CRM system (BPO)
- Monitor SLA calls
- Creating part requests for consumable calls
- Yield calculations
- Daily reports on open calls
- Lead, mentor, and manage a high-performing marketing team
- Handling daily queries
- Stock assigner
- Assigning calls to respective dealers
- Quotes
ADMIN CLERK
Ben Auto Electrician
Germiston
03.2020 - 10.2020
- Maintained 100% accurate digital/client records for auto service jobs, enabling faster invoicing
- Identified data discrepancies in job cards, resolving billing errors before month-end
- Coordinated meetings, calendars, and outbound client/vendor calls for workshop scheduling
- Handled filing and document control for compliance audits
Education
A-LEVELS - INFORMATION TECHNOLOGY
Belivers Care Society
Johannesburg, South AfricaDIPLOMA OF HIGHER EDUCATION - INFORMATION TECHNOLOGY
Icollege
Johannesburg, GPSkills
- Time management
- Excellent customer service
- CRM systems
- Microsoft Office
- SLA monitoring
- Inbound and outbound call handling
- Customer complaint management
- Escalation management
- Product knowledge
- Customer communications
- Critical thinking
Certification
- CALL CENTRE CERTIFICATE, 08/01/24
- EMPLOYEE OF THE MONTH, 08/01/24
References
- CASSIM PILODIA, Smart Office Connexion, CassimP@soxgp.co.za, 011 392 9000
- Ben , Ben Auto Electrician, 083 665 4413
Languages
English
Advanced
C1
IsiZulu
Beginner
A1
Afrikaans
Intermediate
B1
Portuguese
Upper Intermediate
B2
Timeline
CALL CENTRE AGENT
Smart Office Connexion
02.2021 - Current
ADMIN CLERK
Ben Auto Electrician
03.2020 - 10.2020
A-LEVELS - INFORMATION TECHNOLOGY
Belivers Care Society
DIPLOMA OF HIGHER EDUCATION - INFORMATION TECHNOLOGY
Icollege