Siyabonga Precious Kabane
Port Elizabeth
Summary
Dynamic leader with a proven track record at Eskom, enhancing operational efficiency and customer satisfaction. Skilled in data entry and problem-solving, I excel in fostering teamwork and collaboration. Achieved a significant increase in employee engagement through innovative project management and strategic planning.
Overview
24
24
years of professional experience
Work History
Customer Acquisition Officer
Eskom
08.2011 - Current
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities
- Mentored junior staff members, helping them develop their skills and advance in their careers
- Prepared and submitted detailed reports regarding assignments and ongoing investigations
- Improved overall department efficiency by streamlining processes and implementing new policies
- Supervised, directed and evaluated assigned staff members and newly hired officers
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue
- Negotiated contracts with vendors optimally, securing best deals for the organization while maintaining excellent working relationships
- Addressed public questions, complaints and requests and provided necessary assistance
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization
- Coordinated operations with other emergency service groups
- Responded to emergency calls relayed from dispatcher or supervisors and communicated situation details to other officers
- Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed
- Wrote detailed narrative reports for use in investigations
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals
- Managed budgets effectively, prioritizing resource allocation for maximum impact on departmental goals
- Fostered a culture of continuous improvement by encouraging staff to identify areas of opportunity and propose solutions
- Championed diversity initiatives within the department, promoting an inclusive work environment where all employees felt valued and respected
- Increased employee satisfaction with constructive performance evaluations and targeted feedback
- Drove innovation within the department by promoting creative thinking and supporting new initiatives
- Spearheaded successful projects from conception through completion, showcasing strong project management abilities
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts
- Boosted team morale through recognition programs, resulting in higher productivity levels
- Optimized resource utilization by reallocating personnel based on workload assessment resulting in balanced workload distribution among the team members
- Conducted surveillance to detect suspicious activity
- Responded to calls regarding domestic disturbances and civil complaints
- Reported safety and fire hazards observed on routine patrols and during inspections
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures
- Helped meet changing demands by recommending improvements to business systems or procedures
- Evaluated customer needs and feedback to drive product and service improvements
- Developed effective improvement plans in alignment with goals and specifications
- Educated staff on organizational mission and goals to help employees achieve success
- Created and managed project plans, timelines and budgets
- Gathered, organized and input information into digital database
- Maintained database systems to track and analyze operational data
- Collected, arranged, and input information into database system
- Conducted regular reviews of operations and identified areas for improvement
- Generated reports detailing findings and recommendations
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
- Frequently inspected production area to verify proper equipment operation
- Evaluated staff performance and provided coaching to address inefficiencies
- Devised and implemented processes and procedures to streamline operations
- Supported creation of detailed, technical financial models to value potential acquisition targets
- My other outputs as a supervisor/Customer Acquisition Officer include managing the quotation and connection process as well as data management for new customers applying for electricity
- My responsibilities is to ensure that's staff is equipped with all necessary information & when assisting customers on different products/tariffs to select
Customer Service Representative
Telkom
08.2000 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Updated account information to maintain customer records
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Processed customer service orders promptly to increase customer satisfaction
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Provided primary customer support to internal and external customers
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Contributed to sales growth by upselling products and services based on individual customer requirements
- Utilized customer service software to manage interactions and track customer satisfaction
- Tracked customer service cases and updated service software with customer information
- Exceeded performance metrics consistently, earning recognition as a top performer within the team
- Streamlined call center processes for improved efficiency and reduced wait times
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels
- Attended training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates
- Investigated and resolved customer inquiries and complaints quickly
- Educated customers about billing, payment processing and support policies and procedures
- Followed up with customers about resolved issues to maintain high standards of customer service
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Met customer call guidelines for service levels, handle time and productivity
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions eg Tariffs
- Exhibited high energy and professionalism when dealing with clients and staff
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
Call Centre Agent
Eskom
09.2003 - 08.2010
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner
- Responded to customer calls and emails to answer questions about products and services
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Attended telephone skills and program information training sessions to boost aptitude
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company
- Streamlined call flow processes for more efficient response times and increased productivity
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Boosted customer service satisfaction ratings through consistent quality control
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Educated customers on company systems, form completion, and access to services
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers
- Collaborated with team members to share best practices and improve overall team performance in meeting targets
- Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results
- Compiled status and performance reports for team leaders to address company strengths and weaknesses
- Performed various clerical duties by filing and faxing documents and creating customer databases
- Educated customers about billing, payment processing and support policies and procedures
- Followed up with customers about resolved issues to maintain high standards of customer service
- Delivered prompt service to prioritize customer needs
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Exhibited high energy and professionalism when dealing with clients and staff
- Maintained up-to-date knowledge of product and service changes
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Education
Bachelor Of Arts - Industrial Psychology
Vista University
Port Elizabeth10.2002
Matric/ Grade13 - Geography, Biology, English, Afrikaans, Histor
Loyiso High School
Port Elizabeth12.1994
Skills
- Problem-Solving
- Excellent Communication
- Teamwork and Collaboration
- Decision-Making
- Planning and Coordination
- Organization and Time Management
- Flexible and Adaptable
- Self-Motivated
- Active Listening
- Teambuilding
- Good Telephone Etiquette
- Written Communication
- Multitasking Abilities
- Critical Thinking
- Data Entry
- Interpersonal Communication
- Analytical and Critical Thinking
- Dependable and Responsible
- Attention to Detail
Reference
Telkom South Africa Pty Ltd : Unfortunately there is no contact person as I left 21 years ago.
Eskom South Africa Pty Ltd :
Please contact Mr Zoyisile Gcilitshana
+27 71 737 1333 or
+27 82 534 0351
Timeline
Customer Acquisition Officer
Eskom
08.2011 - Current
Call Centre Agent
Eskom
09.2003 - 08.2010
Customer Service Representative
Telkom
08.2000 - 08.2023
Bachelor Of Arts - Industrial Psychology
Vista University
Matric/ Grade13 - Geography, Biology, English, Afrikaans, Histor
Loyiso High School
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