Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Siphiwe Phiri

Siphiwe Phiri

Call Centre Agent
Durban

Summary

Accomplished Call Centre Agent with 10 years of experience in customer service. Consistently hitting KPIs by proactively following up on leads and opportunities. Delivers exceptional results and flourishes in fast-paced, dynamic environments. An upbeat individual with an engaginganengaging communication style. Demonstrates confident phone manners and adaptation to new systems. Keen to grow and learn in a dynamic team environment. Adaptable with extensive experience providing first-class results. Meets job demands and deadlines through diligent work ethic and dedication to quality. Resourceful Sales Agent effective at achieving aggressive sales goals. Dedicated to building rapport with internal suppliers and customers. Well-versed in establishing and expanding market presence to accomplish solid growth. Reliable, top-notch sales associate with outstanding customer service skills and relationship-building strengths. Dedicated to welcoming customers and providing comprehensive service. In-depth understanding of sales strategy and merchandising techniques.

Overview

17
17
years of professional experience

Work History

Sales Agent

Telesure Investment Holdings
11.2023 - Current
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Assisted call-in customers with questions and orders.
  • Increased sales and customer satisfaction through personalized servicing.
  • Increased sales revenue by consistently meeting and exceeding sales targets.
  • At Telesure Investment Holdings, my focus is on initiating strong customer relationships and proposing tailored solutions that meet their needs. Leveraging a solid understanding of short-term health insurance products, I've successfully met various key performance indicators and contributed to the brand's growth. Our team strives to enhance th customer journey through detailed needs analysis and effective communication.

    Previously, as a Customer Service Agent at Betway Group, I honed my skills in providing world-class service across multiple channels, including social media and live chat. We aimed for first-contact resolution, adhering to stringent quality standards and company policies. This experience has been pivotal in developing my problem-solving abilities and my aptitude for managing high-volume customer interactions efficiently.
  • Adjusted sales scripts to better target needs of specific individuals, boosting sales by [Number]%

Self employed

Uber
3 2014 - 7 2023
  • Running an Uber/Taxify business with two vehicles Growing business from one to two vehicles in 2 years Create budgets, invoices and collect cash Draw up contracts and manage contractors Collect and manage cash flow Communicate weekly with private clients to retain services Identifying and acting on avenues to increase the business Manage company assets including all administration
  • Picked up additional tasks to aid team success.
  • Trained and mentored employees to maximise team performance.
  • Diffused challenging situations using conflict management techniques.
  • Measured and accurately processed materials to minimise wastage.
  • Developed excellent working knowledge of industry trends and improvements in processes.
  • Exceeded goals through effective prioritisation and consistent work ethic.
  • Troubleshot problems and diagnosed system faults.
  • Managed payroll accuracy using specific checklists and quality review processes.

Customer service agent

Siphiwe Phiri
01.2022 - 06.2023
  • Providing world-class service to all of the players
  • Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, Social Media, WhatsApp
  • Strive for 'first-contact-resolution' on all customer queries
  • Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
  • Ensuring that any and all communication with our players is of the required standard and expected quality
  • Follow company policies and procedures to ensure the
  • Retention of all players
  • Required time frame
  • Over player related issues
  • Monitoring internal systems and informing the Floor
  • Manager on duty if these are not operating, or responding, correctly Enhancing/improving player /customer experience and relationships
  • Keeping my finger on the pulse of player experience and communication, liaising with Senior Agents / Floor
  • Managers offering insights and improvements that can be implemented based on player experience
  • Completing assigned outbound tasks within the
  • Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
  • Continued self-improvement through ensuring up
  • Liaising with the Senior Agents/Floor Managers to hand
  • Skilling and training is requested when the need arises
  • Correctly escalating queries to other departments
  • (should the need arise)
  • Follow company policies and procedures when recording all communication with all players
  • Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
  • Resolved customer queries over phone and by email.
  • Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
  • Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.
  • Built rapport with customers through courteous and professional communications.
  • Built meaningful connections with customers to promote customer loyalty.
  • Input customer information, call notes and personal data onto internal database.

05.2015 - 03.2015
  • Siphiwephiri@icloud.com
  • Managed time efficiently in order to complete all tasks within deadlines
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Organized and detail-oriented with a strong work ethic
  • Resolved problems, improved operations and provided exceptional service
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations

Customer Service Consultant

12.2010 - 03.2014
  • Answered calls professionally
  • Responded to customer inquiries received telephonically, via IM and email Conducted research required information using available resources Handled and resolved customer complaints Provided customers with product and service information Managed customer information, including forms and applications Identified and escalated priority issues Routed calls to appropriate resources Followed up customer calls where necessary Completed call logs and produced call reports

Customer service consultant

British Airways
03.2007 - 12.2009
  • Consulted with customers about flights or their service needs Provided customer service to clients and staff
  • Included working on systems such as Amadeus, Travel
  • Trade
  • Recognised selling opportunities in order to achieve and exceed revenue targets, while maintaining British Airways corporate standards

Call Centre Agent/Online Marketer

Siphiwe Phiri
03.2007 - 12.2009
  • Answered calls professionally
  • Responded to customer inquiries received telephonically, via
  • IM and email Conducted research required information using available resources Handled and resolved customer complaints Provided customers with product and service information Managed customer information, including creating and updating customer database Processed orders, forms and applications Identified and escalated priority issues Routed calls to appropriate resources Followed up customer calls where necessary Completed call logs and produced call reports
  • Dealt with complex customer complaints professionally and politely, resolving issues with favourable solutions.
  • Followed customer service script for uniformity in handling customer issues.
  • Strived to meet and exceed call centre targets while maintaining excellent customer care.

Education

Client interactions -

Wendywood High School
Johannesburg

Boston Media House

Skills

Live chat operation

Account management

Complaint handling

Team management

Customer account management

Product troubleshooting

CRM

Order processing

Dispute resolution

Risk mitigation

Teamwork skills

Problem-solving

Quality focused

Professional manner

Confidentiality and discretion

Strong work ethic

Well-organised

Highly motivated

Accomplishments

  • Speaking Native/Bilingual; Reading - Native/Bilingual;
  • Writing Native/Bilingual
  • Zulu
  • Speaking Native/Bilingual; Reading Full Professional;
  • Writing Full Professional
  • Sotho
  • Speaking Native/Bilingual; Reading - Professional;
  • Writing ProfessionalJohannesburg, South African

Languages

English, Zulu, Sotho

Timeline

Sales Agent

Telesure Investment Holdings
11.2023 - Current

Customer service agent

Siphiwe Phiri
01.2022 - 06.2023

05.2015 - 03.2015

Customer Service Consultant

12.2010 - 03.2014

Call Centre Agent/Online Marketer

Siphiwe Phiri
03.2007 - 12.2009

Customer service consultant

British Airways
03.2007 - 12.2009

Self employed

Uber
3 2014 - 7 2023

Client interactions -

Wendywood High School

Boston Media House

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Siphiwe PhiriCall Centre Agent