Sibongile Baloyi
Randburg
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
Work History
Consumer Care Representative
PremierFMCG
Midrand
10.2023 - Current
- Assist consumers with their products complaints.
- Respond promptly to customer emails, chats, and other messages.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Address consumer complaints in a professional manner and worked to resolve issues quickly and efficiently.
- Do incidents reports for complaints which are sent to the Ombudsman where applicable.
- Update knowledge base regularly with new information related to products or services.
- Work successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Recognized by management for providing exceptional customer service.
CEO Desk Support Consultant
Multichoice
07.2022 - 05.2023
- Manage all customer query escalations from the regulator within SLA to avoid penalties from ICASA
- Upon query resolution, I ensure that final feedback is sent back to the regulators
- I make decisions independently with the final approval of management
- Liaise with the relevant department for support and assistance to ensure query resolution
- Act and resolve queries on behalf of senior management, which includes from CEO's office and Executive heads
- Take complete ownership of all queries received to ensure good-quality customer satisfaction
- Prepare and sent Incident reports to the CEO and executive heads
- Develop creative solutions to complex customer queries
Team Leader Assistance
Multichoice
01.2022 - 06.2022
- Monitor the Teams Performance and daily productivity
- Assist the Team with complex queries and customer's requesting the Team Leader
- Assist the Team Leader with his weekly and monthly reports
- Ensure the team captures daily stats and advice on how to improve
Customer Service Consultant
Multichoice
01.2013 - 12.2021
- Managing customer's billing and technical queries telephonically, via chat, and by emails
- Ensure the customer's resolution is met within SLA
- Escalate the query to other departments where applicable
- Take complete ownership of the query and retain the customer
- Upselling the company's products to meet the sales targets
- Meet and exceed the monthly's key performance individual
Mr Delivery Express
01.2011 - 01.2012
- Duties :Managing incoming calls for Take a Lot campaign
AGAMA SALES CALL CENTER
06.2009 - 01.2010
- Duties :Making outbound calls for CellC, Vodacom and Virgin Mobile sales
Bradian Logistics
01.2005 - 05.2009
- Duties :Picking and Packing Cell C and AutoPage cellphone Orders
Education
Diploma - Marketing
University of Johannesburg
01.2010
Matric - English, Tswana, Afrikaans, Mathematics, Physical Science and Biology
Gaseitsiwe High School
01.2002
Skills
- Outstanding team player
- Good customer service Skills
- Excellent Communication Skills
- Active listening skills
- Administrative Skills
- Driving - Code 10
- Great Multitasker
- Upselling skills
- Computer skills
- Excel
- PowerPoint
- Microsoft Office
- Presentations
- Good financial transactions skills
- Technical support skills
Accomplishments
- Resolved product issues through consumer testing.
- Continuously getting monthly performance rewards.
- Supervised a team of 13 staff members.
- Top performance recognitions and compliments from customers.
References
- Miss Elizabeth Baloyi, Manager at Bradian Logistics, 072 270 4509
- Miss Sindile Zitha, Supervisor at Take A Lot, 082 7065 494
- Miss Basetsana Melk, Line Manager at Multichoice-CEO DESK, 081 2360 539/011 289 3000
- Miss Alleta Shabangu, Supervisor at PremierFMCG - 081 510 7494
Contacts
Randburg, South Africa 0832989134
sibongilelillian@ymail.com
missbbaloyi@gmail.com
Languages
English
Advanced
C1
Timeline
Consumer Care Representative
PremierFMCG
10.2023 - Current
CEO Desk Support Consultant
Multichoice
07.2022 - 05.2023
Team Leader Assistance
Multichoice
01.2022 - 06.2022
Customer Service Consultant
Multichoice
01.2013 - 12.2021
Mr Delivery Express
01.2011 - 01.2012
AGAMA SALES CALL CENTER
06.2009 - 01.2010
Bradian Logistics
01.2005 - 05.2009
Diploma - Marketing
University of Johannesburg
Matric - English, Tswana, Afrikaans, Mathematics, Physical Science and Biology
Gaseitsiwe High School