Sphindile Felicity Duma
Customer Service Representative
Maclear
Summary
Customer-focused professional with extensive experience in administrative and client-facing roles. Proven ability to resolve queries, handle objections, and deliver excellent customer service. Strong communication and relationship-building skills, with a proactive approach to problem-solving and customer satisfaction. Experienced in utilizing digital systems, including Zoho, to improve workflow efficiency.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Administrative Assistant
Fairlight Academy
01.2024 - 05.2024
- Managed administrative and financial records using the Zoho platform, ensuring data accuracy and integrity.
- Assisted with capturing and processing financial data, contributing to organized and readily accessible records.
- Supported office operations, streamlining workflows and enhancing overall efficiency.
- Improved record-keeping accuracy by 15% through the implementation of Zoho best practices.
Client Service Representative
TlsContact (Teleperformance Company)
04.2019 - 12.2023
- Delivered exceptional customer service in a fast-paced, client-facing environment, consistently exceeding customer satisfaction targets.
- Guided clients through complex application processes, ensuring accuracy, compliance, and a seamless customer experience.
- Effectively addressed customer concerns and resolved issues, resulting in a 20% improvement in client satisfaction scores.
- Verified and processed sensitive documentation with meticulous attention to detail, maintaining data confidentiality and regulatory adherence.
- Maintained accurate client data within internal systems, ensuring data integrity and supporting effective customer relationship management.
Education
Information Systems
Durban University of Technology
Durban, South Africa12-2019
Skills
Customer Service
Client Relations
Conflict Resolution
Problem Solving
Communication Skills
Organizational Skills
Teamwork
MS Office
Technical Literacy
Certification
Customer Service Foundations
CustomerSuccessU.org | null
Timeline
Administrative Assistant
Fairlight Academy
01.2024 - 05.2024
Client Service Representative
TlsContact (Teleperformance Company)
04.2019 - 12.2023
Information Systems
Durban University of Technology