Thobile Felicity Sithole
Cape Town
Summary
Dynamic customer service professional, excelling in complaint resolution and CRM software utilization. Recognized for enhancing service delivery, while maintaining high call quality standards. Strong problem-solving abilities and effective communication skills drive customer satisfaction and operational efficiency.
Overview
3
3
years of professional experience
Work History
Contact Center Agent
Gems
03.2025 - Current
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Utilized CRM software to track interactions and ensure timely follow-up with customers.
- Assisted in training new team members on best practices for customer engagement.
- Implemented feedback collection process to enhance service delivery and customer satisfaction.
- Collaborated with team members to streamline call handling procedures for improved efficiency.
- Maintained accurate records of customer interactions, ensuring data integrity and compliance.
- Identified recurring issues in customer queries, contributing to proactive solutions development.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
Customer Service Agent
BASH
06.2024 - 02.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Documented customer interactions in CRM system to ensure accuracy and follow-up actions.
- Collaborated with team members to enhance service delivery processes and improve customer satisfaction.
- Assisted in training new staff on company policies, procedures, and customer service best practices.
Online Shopping Assistan
Takealot.com
09.2022 - 05.2024
- Supported team by organizing schedules and managing correspondence
- Assisted in project coordination by tracking deadlines and deliverables
- Responded to inquiries, providing information and resolving issues promptly
- Collaborated with team members to enhance workflow processes
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
Education
Bachelor of Arts - Environmental Management
University of South Africa
Parow, South Africa05-2024
High School Diploma -
Phendukani High School
Newcastle, South Africa12-2010
Skills
- Problem-solving skills
- Answering questions
- Gathering information
- Follow-up skills
- Documentation and reporting
- Complaint resolution
- Dispute resolution
- Call center operations
- Live chat support
- Escalation management
- CRM software
- Call handling
- Email management
- Customer service
- Verbal and written communication
- Customer relationship management
- Quality assurance
Languages
English
Bilingual or Proficient (C2)
IsiZulu
Bilingual or Proficient (C2)
IsiSwati
Advanced (C1)
Timeline
Contact Center Agent
Gems
03.2025 - Current
Customer Service Agent
BASH
06.2024 - 02.2025
Online Shopping Assistan
Takealot.com
09.2022 - 05.2024
Bachelor of Arts - Environmental Management
University of South Africa
High School Diploma -
Phendukani High School
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