Investing in family, going to church, listening to music
Hi, I’m
Thobeka Praise Ngidi
Online Support Call Center Agent
Umlazi,KZN
Summary
Dynamic customer service professional with proven success at ROAD TRAFFIC MANAGEMENT CORPORATION, enhancing customer satisfaction through effective problem-solving and organization. Skilled in CRM software and adept at managing high-stress situations, I consistently improved response times and fostered loyalty, resulting in increased customer retention and positive feedback.
Overview
4
years of professional experience
2
Languages
Work History
ROAD TRAFFIC MANAGEMENT CORPORATION
Online Support Agent
04.2025 - Current
Job overview
- Increased customer loyalty with personalized assistance in product selection, usage, and troubleshooting.
- Enhanced efficiency within the support team by developing templates for frequently addressed concerns, streamlining response time in such cases.
- Handled sensitive situations professionally by empathizing with customers'' frustrations while maintaining composure under pressure.
- Resolved technical issues for customers by troubleshooting and guiding them step-by-step through the resolution process.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through email, chat, and phone support.
- Reduced wait times for customers by implementing efficient multitasking strategies during peak hours or high-traffic periods.
- Researched and identified solutions to technical problems.
OutworX
Inbound Sales Representative
08.2023 - 01.2025
Job overview
- Proactively reached out to potential clients who had expressed interest in our products or services but hadn''t yet made a purchase decision, nurturing those leads into closed deals eventually.
- Assisted customers with troubleshooting issues related to their purchases, demonstrating exceptional problem-solving skills and empathy towards their concerns.
- Worked with multiple means of communication within fast-paced environment.
- Documented details of calls and customer interactions.
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
- Managed high call volume efficiently, maintaining a professional demeanor under pressure.
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
- Performed work in compliance with established regulations, policies and standard operating procedures.
Konecta
Claims Representative
02.2024 - 12.2024
Job overview
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Negotiated favorable settlements with claimants, resulting in cost savings for the company.
- Maintained up-to-date knowledge of regulatory changes, ensuring company compliance and minimizing legal risks.
WNS Global Services
Customer Sales Representative
01.2022 - 07.2023
Job overview
- Assisted call-in customers with questions and orders.
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Emphasized product specifications to meet customer needs.
- Assisted call-in customers with generating professional profiles for the vehicles they wanted to sell through auctions.
- Contacted potential customers to capitalize on sales opportunities.
- Participated in ongoing product training sessions, ensuring a comprehensive understanding of offerings to better assist customers.
- Participated in regular training sessions to stay current on industry trends and best practices.
CCI South Africa
Customer Service Representative
08.2021 - 01.2022
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Fairvale Secondary School
High School Diploma
04.2001
Skills
Typing speed
Organization
CRM software
Performance tracking
Teamwork
Customer service
Problem-solving
Time management
Problem-solving abilities
Friendly and patient
Interests
Timeline
Online Support Agent
ROAD TRAFFIC MANAGEMENT CORPORATION
04.2025 - Current
Claims Representative
Konecta
02.2024 - 12.2024
Inbound Sales Representative
OutworX
08.2023 - 01.2025
Customer Sales Representative
WNS Global Services
01.2022 - 07.2023
Customer Service Representative
CCI South Africa
08.2021 - 01.2022
Fairvale Secondary School
High School Diploma
04.2001
Languages
English
Bilingual or Proficient (C2)
Isizulu
Bilingual or Proficient (C2)