Summary
Overview
Work History
Education
Skills
Interests
Timeline
Languages
Hi, I’m

Thobeka Praise Ngidi

Online Support Call Center Agent
Umlazi,KZN
Thobeka Praise Ngidi

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

Interests

Investing in family, going to church, listening to music

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)

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Thobeka Praise NgidiOnline Support Call Center Agent