Sithembile Malloy
Customer Service
Durban
Summary
Friendly,people's person with background in various office and call centre settings. Knowledgeable about customer service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach. Skilled at supporting customers with simple and complex needs with professionalism. Reliable Front Office Supervisor known for interacting with customers and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Receptionist and Front Office Manager
FFRET
Durban
11.2018 - 02.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Responsibly for administration;day to day running of office and managing cleaning stuff.involved in managing and coordinating all functions and events
Insurance Call Centre Agent
ALLLIFE
Durban
04.2013 - 06.2015
- Informed clients of policies and procedures.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Resolved caller issues quickly and thoroughly.
- Drove revenue growth by consistently meeting or exceeding sales targets through strategic planning and execution.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Implemented innovative marketing campaigns to raise brand awareness and drive lead generation efforts for the agency.
- Back office administration done accurately while providing client with best suitable product.
- Telephone ettiquett
- Verified and improved quality standards by analyzing customer service metrics.
Airport Customer Service Agent
ACSA
Durban
01.2010 - 12.2010
- Handled disruptions such as passengers landing at a new airport calmly and professionally while finding alternative solutions for affected passengers.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- One of the first people who helped in the opening of King Shaka airport,educating all departments on the operation of the new aiprot.conducted tours to all stakeholders and business people around the airport
Education
Diploma - ECoTourism Management
Durban University of Technology
Durban07.2010
Certification
Certified [Customer care Excellence], [ACSA] - [One year
Timeline
Receptionist and Front Office Manager
FFRET
11.2018 - 02.2021
Insurance Call Centre Agent
ALLLIFE
04.2013 - 06.2015
Airport Customer Service Agent
ACSA
01.2010 - 12.2010
Diploma - ECoTourism Management
Durban University of Technology
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