Sibonelo Sikakane
Johannesburg
Summary
Dynamic customer service professional with a proven track record in optimizing customer interactions and driving satisfaction in fast-paced call center environments. Experienced in working with various CRMs, such as CommSee and Siebel, to enhance service delivery. Adept at troubleshooting, resolving customer issues, and managing transactions effectively to ensure a seamless customer experience.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Contact Centre Banking Consultant
Commonwealth Bank of Australia
12.2023 - Current
- Company Overview: Nutun Cx
- Handle customer inquiries and provide detailed information regarding banking products and services
- Resolve customer issues and manage transactions efficiently to ensure client satisfaction
- Nutun Cx
Technical Support Agent
Amazon
09.2021 - 05.2023
- Company Overview: WebHelp
- Enhanced customer experience by troubleshooting technical issues with Fire TV Sticks, E-readers, and Fire Tablets, improving first-contact resolution rates
- Consistently exceeded performance metrics, achieving top-tier rankings for quality assurance and customer satisfaction
- WebHelp
Customer Service Agent
Amazon
07.2020 - 07.2021
- Company Overview: Work-From-Home
- Managed customer interactions effectively, enhancing call management techniques and boosting overall productivity
- Work-From-Home
Call Centre Agent
iContact BPO
01.2020 - 06.2020
- Company Overview: Netline - Tradepub Campaign
- Cultivated strong customer relationships, resulting in increased repeat client interactions by providing valuable business resources via phone
- Netline - Tradepub Campaign
Assistant Facilitator
The Blaque Box (Pty) Ltd
01.2018 - 10.2019
- Spearheaded administrative operations for career guidance workshops, improving logistical efficiency
- Provided mentorship and tutoring, leading to measurable improvements in student engagement
Project Manager & Director
Monsik Project
01.2015 - 12.2017
- Directed the installation of firefighting systems for major clients, successfully completing projects on time
- Managed cross-functional teams to deliver complex projects, enhancing client satisfaction and trust
Customer Service Agent
SANRAL E-Toll
11.2012 - 12.2014
- Company Overview: CallForce
- Delivered expert assistance to road users, resolving vehicle registration and account inquiries with efficiency and a focus on customer care
- CallForce
Telesales Agent
O'Keeffe & Swartz
01.2011 - 06.2012
- Drove sales growth through strategic cold calling and effective communication, consistently meeting sales targets
Education
Senior Certificate -
Highlands North Boys' High School
01.2002 - 04.2007
Skills
Operational efficiency
Banking operations
Creative thinking
Team collaboration
Developing customer relationships
Timeline
Contact Centre Banking Consultant
Commonwealth Bank of Australia
12.2023 - Current
Technical Support Agent
Amazon
09.2021 - 05.2023
Customer Service Agent
Amazon
07.2020 - 07.2021
Call Centre Agent
iContact BPO
01.2020 - 06.2020
Assistant Facilitator
The Blaque Box (Pty) Ltd
01.2018 - 10.2019
Project Manager & Director
Monsik Project
01.2015 - 12.2017
Customer Service Agent
SANRAL E-Toll
11.2012 - 12.2014
Telesales Agent
O'Keeffe & Swartz
01.2011 - 06.2012
Senior Certificate -
Highlands North Boys' High School
01.2002 - 04.2007
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