Adobe Illustrator, Photoshop & InDesign
Thulisile Phulula
Communication Designer | Call Center Agent
Randburg
Summary
I am an organized and dependable candidate, successful at managing multiple priorities with a positive attitude. I contain the willingness to take on added responsibilities to meet team goals. I seek to maintain a full-time position that offers professional challenges utilizing my interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Telemarketer | Call Centre Agent
Ipsos Cathi Centre
02.2023 - 02.2024
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Proven ability to develop and implement creative solutions to complex problems.
- Organized and detail-oriented with a strong work ethic.
- Gained extensive knowledge in data entry, analysis and reporting.
- Proved successful working within tight deadlines and a fast-paced environment.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Cultivated interpersonal skills by building positive relationships with others.
Intern/ Radio Co-host for Current Affair Show
Merafong FM Carletonville
12.2017 - 01.2018
- Analyzed problems and worked with teams to develop solutions.
- Supported with creating project marketing materials to promote services.
- Participated in workshops and presentations related to projects to gain knowledge.
- Explored new technologies and approaches to streamline processes.
- Collaborated with senior management on new initiatives to build confidence.
- Conducted extensive research for startup company projects.
- Developed and maintained relationships with key internal stakeholders.
- Prepared project presentations and reports to assist senior staff.
- Frequently inspected production area to verify proper equipment operation.
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Sales Rep/ Assistant
Dreadnaught
12.2016 - 03.2017
- Assisted manager in all aspects of business operations.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Greeted guests in with friendliness and professionalism.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Created and distributed agendas for meetings and conference calls as part of meeting preparation.
- Organized resources, records and personnel to accomplish aggressive targets.
- Monitored and ordered supplies and materials to keep office well stocked.
- Developed and implemented strategies to streamline office operations.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Trained and supervised employees on office policies and procedures.
- Increased customer service success rates by quickly resolving issues.
- Volunteered to help with special projects of varying degrees of complexity.
- Performed wide-ranging administrative, financial and service-related functions.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
Trainee/ waiter
Panarottis Restaurant
12.2015 - 03.2016
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Bussed and reset tables to keep dining room and work areas clean.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Greeted new customers, discussed specials, and took drink orders.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Provided recommendations on menu items and upsold food and drinks to increase sales.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
- Met with chef to review daily specials and menu changes.
- Upsold appetizers, drinks and desserts to increase restaurant profits.
- Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
- Informed customers about daily and seasonal specials.
Education
High School Diploma -
Carleton Jones High School
Carletonville, Merafong City 04.2014 - 01.2017
BA in Communication (Graphic) Design - undefined
University of Johannesburg
01.2018 - 01.2019
RE 5 Certificate- Representative in all categories of FSP's - undefined
Moonstone
01.2021 -
Business Administration NFQ level 4 - undefined
Meriting Youth Development Centre
01.2021 - 01.2023
Call Centre
Training Force
YES Certificate
Youth Employment Services Programme
Skills
Operating under pressure
Meeting deadlines
Field Agent Sales Skills
Research & Content Creation
Generate follow up solutions& Feedback
Data Entry & Evaluation
Present relevant trends nationally & globally
Time management
Good verbal and written communication
IT Proficient
Troubleshooting
Basic Math
Analytical and Critical Thinking
Dependable and Responsible
Self-Directed
Multitasking Abilities
Data Management
Relationship Building
Problem-Solving
Organizational Skills
Computer Skills
Teamwork and Collaboration
Professional Qualifications Education
- 2014, 2017, Carleton Jones High School, National Senior Certificate with admission to bachelors
- 2018, 2019, University of Johannesburg, BA in Communication (Graphic) Design
- 2021, 2021, Moonstone, RE 5 Certificate- Representative in all categories of FSP's
- 2021, 2022, Meriting Youth Development Centre, Business Administration NFQ level 4
- 2022, 2023, Training Force, Call Centre
- 2022, 2023, Youth Employment Services Programme, YES Certificate
Who Am I?
I am a 24 year old call centre agent with just over 1 year working experience. I have worked in the tele-sales and tele-marketing fields. I have good communication skills and an even greater work ethic. I am target driven and detailed-orientated. I am looking to build a career in the call centre industry and I am looking for a company that offers growth and great merit for excellent work because I have much to prove- to you as my superiors and myself.
References
References will be provided upon request
Certification
Certified Representative of any FSP, Moonstone- 2021
Software
Microsoft Word, Excel & PowerPoint
Timeline
Telemarketer | Call Centre Agent
Ipsos Cathi Centre
02.2023 - 02.2024
RE 5 Certificate- Representative in all categories of FSP's - undefined
Moonstone
01.2021 -
Business Administration NFQ level 4 - undefined
Meriting Youth Development Centre
01.2021 - 01.2023
BA in Communication (Graphic) Design - undefined
University of Johannesburg
01.2018 - 01.2019
Intern/ Radio Co-host for Current Affair Show
Merafong FM Carletonville
12.2017 - 01.2018
Sales Rep/ Assistant
Dreadnaught
12.2016 - 03.2017
Trainee/ waiter
Panarottis Restaurant
12.2015 - 03.2016
High School Diploma -
Carleton Jones High School
04.2014 - 01.2017
Call Centre
Training Force
YES Certificate
Youth Employment Services Programme