Sinazo Mabi
Cape Town
Summary
Effective Inbound Call Centre Agent skilled in customer service and complaint resolution. Resolves queries efficiently while ensuring GDPR-compliant data handling. Delivers prompt and professional support in high-volume environments, enhancing customer satisfaction through tailored solutions and follow-up. Builds strong relationships with customers by maintaining clear communication and actively listening to feedback.
Overview
3
3
Languages
11
11
years of professional experience
Work History
Inbound Call Centre Agent
Woolworths Financial Service
Cape Town
01.2017 - 08.2026
- Managed high volume of inbound calls with professionalism, addressing customer queries and concerns efficiently.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Delivered outstanding service by actively listening to customer needs and providing tailored solutions.
- Employed strong communication skills to explain complex information in a clear and understandable manner to customers.
- Conducted follow-up calls to assess customer satisfaction and gather feedback for continuous service enhancement.
- Documented all customer interactions, feedback, and resolutions in the system for quality assurance purposes.
- Analysed customer feedback to recommend changes in products and services, contributing to business growth.
Collections Agent
Anthony Richards & Assicates
Cape Town
01.2016 - 12.2016
- Engaged with customers to better understand needs and deliver excellent service.
- Actively listened to customers to fully understand requests and address concerns.
- Managed complaints with calm, clear communication and problem-solving.
- Collaborated with team members to achieve target results.
- Built and maintained courteous and effective working relationships.
- Prepared range of written communications, documents and reports.
Education
National Senior Cerficate-Grade12 -
Heideveld High School
Cape Town, WC01-2011
Skills
- Call centre operations
- Customer relationship management
- Complaint handling
- Service recovery
- Customer feedback analysis
- Data entry
- Team collaboration
- Conflict resolution
Languages
xhosa
First Language
English
Advanced
C1
Afrikaans
Beginner
A1
Interests
- Cooking
- reading
Timeline
Inbound Call Centre Agent
Woolworths Financial Service
01.2017 - 08.2026
Collections Agent
Anthony Richards & Assicates
01.2016 - 12.2016
National Senior Cerficate-Grade12 -
Heideveld High School