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. 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
Quality Assurance/facilitator
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
- Adaptability
- Teamwork
- Fast Learner
- Ability to Work Under Pressure
- Ability to Work in a Team
- Microsoft Excel
- Communication
- Microsoft Office
Personal Information
Title: Quality Assurance
Languages
English
Advanced (C1)
Xhosa
Advanced (C1)
Timeline
Quality Assurance/facilitator
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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