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.
Hi, I’m
Simangele Prudence Mkwanazi
Senior Customer Service Representative
Olifantsfontein
Summary
Overview
8
years of professional experience
3
Languages
Work History
Catch Consultancy
Senior Customer Service Representative
06.2023 - Current
Job overview
- Respond to New Zealand customers' queries, providing billing and technical support via phone and email in a timely and professional manner
- Ensure the Company's SLAs are met in relation to service delivery and call handling
- Research, diagnose, document, and resolve technical issues related to software and hardware problems
- Guide customers through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction
- Maintain accurate records of customer interactions, transactions, comments, and complaints
- Escalate complex issues to appropriate teams or departments
- Follow up with customers to ensure technical issues have been resolved and satisfaction met
- Check Fibre orders
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships
- Delivered customized solutions tailored to clients' unique needs using advanced problem-solving techniques
- Developed comprehensive knowledge of company's products and services to provide accurate solutions to client inquiries
- Reduced response time with effective communication skills, ensuring customers received prompt assistance
- Played a pivotal role in training and coaching initiatives, developing high-performing teams to achieve organizational objectives
- Selected as team representative to collaborate with senior members on process improvements and address business concerns
- Contributed to product improvements by identifying recurring issues and communicating customer feedback to the product development team
IsonXperiene-Vodacom
Call Centre Consultant
11.2018 - 05.2023
Job overview
- Handled and resolved inbound queries for contract and prepaid customers
- Updated customer profiles and performed background checks/authentication
- Identified customers' needs through active listening and probing techniques, gaining comprehensive information to clarify concerns regarding products and services
- Provided tailored solutions to address customers' needs effectively, demonstrating a deep understanding of available products and services
- Leveraged strong understanding of competitor offerings to highlight the unique value of company products and services, leading to increased customer loyalty
- Uphold high standards of professionalism throughout all interactions with clients, colleagues, and supervisors alike
- Consistently met or exceeded performance goals by focusing on customer needs and delivering tailored solutions
- Managed challenging situations gracefully by utilizing empathetic communication techniques when dealing with frustrated customers
- Recognized as a top agent for 6 consecutive months, leading to selection for a special fraud prevention campaign
- Chosen as one of 10 agents to assist the fraud department in handling calls from suspected fraudsters, observing and monitoring their patterns
- Contributed to a significant decrease in customer scam incidents through participation in this targeted campaign
Step Ahead Day Care Center
Assistant Teacher
01.2017 - 10.2018
Job overview
- Provided comprehensive instruction to small children in a crèche setting, covering fundamental concepts essential for early childhood development
- Developed and implemented tailored lesson plans to meet the needs and interests of young learners, ensuring engaging and effective instruction
- Created and prepared educational resources to support lesson objectives, fostering hands-on learning experiences
- Facilitated gross and fine motor games to promote physical development and coordination among children
- Emphasized a holistic approach to child growth, focusing on mental and physical wellbeing to enhance overall development
- Fostered a positive learning environment conducive to children's cognitive and physical growth, facilitating quicker comprehension of classroom concepts
- Increased student engagement by incorporating hands-on activities and group projects into the curriculum
- Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly
- Assisted lead teacher in providing individualized attention to students, resulting in improved academic performance
- Provided timely feedback on assignments, helping students understand areas of improvement and celebrating their achievements effectively
Education
Tshwane South College
Engineering N6 from Electrical
University Overview
Pretoria Technical High School
National Senior Certificate
University Overview
Skills
Self-Directed
Professional Development
Professional Development
- General Cybersecurity Awareness Training Certificate
- Telecommunication Dispute Resolution Scheme
- Dealing with Difficult Customers
- Email Etiquette
- WBB Technical Troubleshooting
- Fixed Line Broadband & Phone Troubleshooting
- Broadband Basics
Disclaimer
Disclaimer
I solemnly declare that all the information furnished in this document is free of errors to the best of my knowledge. I hereby declare that all the information contained in this resume is in accordance with facts or truths to my knowledge. I take full responsibility for the correctness of the said information.Timeline
Senior Customer Service Representative
Catch Consultancy
06.2023 - Current
Call Centre Consultant
IsonXperiene-Vodacom
11.2018 - 05.2023
Assistant Teacher
Step Ahead Day Care Center
01.2017 - 10.2018
Tshwane South College
Engineering N6 from Electrical
04.2009
Pretoria Technical High School
National Senior Certificate
05.2003
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