Siphokazi Nzama
Call Center Agent
Johannesburg
Summary
Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning. Experienced Call center agent bringing 2 and a half years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
2
2
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Collections Agent
Blake & Associates
Durban
08.2020 - 11.2020
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Directed day-to-day collections functions.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Investigated accounts with balance errors using accounting software.
- Recorded all information regarding financial status of customers.
- Used skip tracing and other techniques to locate debtors.
- Processed payments and applied to customer balances.
Technical Support Agent
CCI Digital
Durban
01.2020 - 08.2020
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Submitted service tickets for equipment maintenance requests.
- Activated accounts for clients interested in new services.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Customer Service Agent
iSon Bpo
Durban
11.2018 - 11.2019
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Communicated with clients regarding account services, statements, and balances.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Provided primary customer support to internal and external customers.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Educated customers on company systems, form completion and access to services.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Education
High School Diploma -
Dumehlezi High School
Durban, South Africa 01.2012 - 12.2017
Skills
Problem-solving
undefinedTimeline
Collections Agent
Blake & Associates
08.2020 - 11.2020
Technical Support Agent
CCI Digital
01.2020 - 08.2020
Customer Service Agent
iSon Bpo
11.2018 - 11.2019
High School Diploma -
Dumehlezi High School
01.2012 - 12.2017
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