TENDANI SHARON MOTHODINI
CUSTOME SERVICE CONSULTANT
GERMISTON,GAUTENG
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable Customer Service Consultant experienced serving customers' needs and cross-selling company offerings. Offer exceptional support by staying current on company policies and asking targeted questions to quickly get to root of issues. Successful at consistently exceeding performance targets.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Customer Service Consultant
Ichoices Call Center Outsourcing
09.2017 - 05.2019
- Audited documentation to identify errors and documented findings for review and action.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Collected and verified application data such as employment histories and financial documentation to determine plan eligibility.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Employed prescribed sales processes to cultivate strong customer relationships.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Completed 100 outbound follow-up calls each day to qualified prospects interested in 50 offerings.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- 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.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
Inbound Call Center Agent
BANKSERV AFRICA
06.2015 - 08.2017
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- 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.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Approved and terminated customer contracts upon request.
- Processed debit and credit card and electronic check payments.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Responded to customer calls and emails to answer questions about products and services.
Education
High School Diploma -
MALOVHANA SECONDARY
SERENI VILLAGE 04.2001 -
Skills
Customer Acquisition
Timeline
Customer Service Consultant
Ichoices Call Center Outsourcing
09.2017 - 05.2019
Inbound Call Center Agent
BANKSERV AFRICA
06.2015 - 08.2017
High School Diploma -
MALOVHANA SECONDARY
04.2001 -
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