Thulang Dibakwane
Cape Town
Summary
Innovative and experienced quality assure and facilitator with a proven track record of identifying issues and achieving solutions to increase the best customer service. A excellent interpersonal relations and professionalism, customer services orientation and an effective team member.
Professional facilitator dedicated to creating impactful and engaging learning environments. Known for delivering effective training sessions and fostering collaborative team dynamics. Consistently adaptable to changing needs and focused on achieving tangible results. Skilled in communication, conflict resolution, and group management. My excellent customer service and communication skills, combined with my relevant work experience, make me a real asset to any organization that I work for.
Overview
6
6
years of professional experience
Work History
Facilitator
Merchant- Walmart
09.2023 - Current
- Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Increased participant engagement by incorporating interactive activities and group discussions into sessions.
- Apply conflict resolution skills as necessary to sustain a positive and constructive learning environment.
- Providing constructive feedback to participants to reinforce learning and pinpoint areas for further development.
- Providing detailed classroom feedback and analyze learning behaviors to ensure that we effectively monitor the agents. This approach will allow us to address any problematic behaviors that may arise in the future.
Quality Assurance
Merchants - Walamrt
07.2023 - Current
- Collecting and evaluating data to ensure processes meet quality standards
- Documenting outcomes of QA measures for transparency and improvement
- Implementing administrative tasks that support the maintenance of quality
- Assisting in the continuous improvement of quality assurance and control processes
- Ensuring all operations adhere to established quality guidelines and regulations.
Subject Matter Expert
Merchants - Walamrt
03.2023 - 07.2023
- Escalate queries or complaints to appropriate channels to ensure effective resolution
- Support reps interact with customers on a variety of channels such as phone, email
- Ensure that all valid customer concerns and complaints are being dealt with immediately.
CSA
Merchants - Walamrt
07.2022 - 03.2023
- Take ownership of each customer, getting to the heart of the query, deciding the best course of action, and providing the kind of service that earns our customers trust
- Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service.
Customer services agent
WNS South Africa
10.2020 - 11.2021
- Answer calls and contact customers telepathically
- Receiving complaints, faults and queries via Telephone and emails
- Update existing customer information on the database
- Follow up on outstanding customer information
- Investigate, resolve and process high volume customer queries to deliver quality customer service.
customer service agent / account change support
Amazon Development Centre
10.2018 - 02.2020
- Investigate, resolve and process high volume customer inquiries delivering customer value at first point of contact
- Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
- Effectively promote the client’s products and enhance customer experience and loyalty
- Address customer issues and resolve them in a timely and efficient manner
- Support reps interact with customers on a variety of channels such as phone, email.
Education
Passed Grade 12 -
Simon’s Town School
12.2016
Skills
- Multitasking Abilities
- Critical Thinking
- Problem-solving abilities
- Reliability
- Professionalism
- Conflict Resolution
- Problem-solving aptitude
Languages
English
Advanced (C1)
Xhosa
Advanced (C1)
Timeline
Facilitator
Merchant- Walmart
09.2023 - Current
Quality Assurance
Merchants - Walamrt
07.2023 - Current
Subject Matter Expert
Merchants - Walamrt
03.2023 - 07.2023
CSA
Merchants - Walamrt
07.2022 - 03.2023
Customer services agent
WNS South Africa
10.2020 - 11.2021
customer service agent / account change support
Amazon Development Centre
10.2018 - 02.2020
Passed Grade 12 -
Simon’s Town School
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