Tshepiso Mazibuko
Customer Care Agent
johannesburg
Summary
As a recent graduate, I am seeking a role which allows me to continue learning and perfecting my skills as I provide high-quality work, and encourages me to flourish as a network technician.
Overview
19
19
years of professional experience
10
10
Certifications
Work History
Receptionist Administrator
Deposita
05.2024 - Current
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Handled complaints and questions, and re-directed calls to other team members.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Kept reception area clean and neat to give visitors positive first impression.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Acted as first point of contact and set appointments for prospective clients.
- Supported executive staff with calendar management, meeting coordination, travel arrangements, and expense reporting for optimal time utilization.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Oversaw office equipment maintenance to support continuous and uninterrupted operations.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Assisted in the planning and execution of company events for improved employee morale and client relations.
- Streamlined office operations for increased productivity by organizing and maintaining physical and digital filing systems.
- Collaborated with team members on various projects to achieve department goals and improve overall efficiency.
- Assisted in organizing company events, contributing to team morale and cohesion.
Call Center Representative
Deposita
01.2024 - 05.2024
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Identified upselling opportunities to increase revenue generation.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
First line support agent
FNB
01.2015 - 01.2022
- Technical support for fnb sim card and devices
- Billing queries
- Credit scoring
- Customer complaints and complements
- Cell phone banking queries
- Ewallet queries
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Upheld company reputation by adhering to strict confidentiality protocols when handling sensitive client data.
- Contributed to team success by consistently meeting or exceeding established performance metrics.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
Call centre
Webhelp SA
01.2015 - 01.2015
- Creating invoices
- General contract queries, orders and activations
- Filling, faxing and email correspondence
- Maintaining billing records
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
Call centre agent
Multichoice
01.2011 - 01.2013
- Debt collection
- Billing and complaints
- Customer service
- Hello Peter queries
- Facebook and Twitter queries
Filling and Admin clerk
FNB commercial recoveries
01.2010 - 01.2011
- Filling
- Typing formal documents with a detector phone
- Sending registered mail to lawyers
- Arranging meetings between lawyers and managers
- Entered data into system and updated customer contacts with information to keep records current.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Input data and processed system change to generate accurate reports.
Receptionist
MCG industries
01.2010 - 01.2010
- Maintaining walkin clients
- Answering calls
- Booking boardrooms for meetings
- Typing formal documents
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
Receptionist
Bara city taxi association
01.2007 - 01.2010
- Switchboard
- Admin
- Data capturing
- General administration: filing, faxing and email correspondence
- Cashier
- Arranging manager's diary
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Corresponded with clients through email, telephone, or postal mail.
Education
ICDL -
01-2004
Certificate
Matric - undefined
01-2003
school Certificate
Skills
Customer care
Basic administration
Excel
Financial literacy
Basic strategic planning
Cash flow
Reception management
Guest relations
Document management
Client relations
Meeting support
Multi-line phone operation
Document scanning and digitization
Travel arrangements
Confidential information management
Calendar management
File organization
Meeting coordination
Document retrieval
Supply management
Call handling
Data entry
Excellent communication
Phone and email etiquette
Customer service
Microsoft office
Effective communication
Active listening
Attention to detail
Appointment setting
Certification
Accounting fundamentals 2023 Corporate Finance Institute Certificate
PERSONAL DETAILS
- Date of Birth: 1985-11-30
- Nationality: South African
Timeline
Receptionist Administrator - Deposita
05.2024 - Current
Call Center Representative - Deposita
01.2024 - 05.2024
First line support agent - FNB
01.2015 - 01.2022
Call centre - Webhelp SA
01.2015 - 01.2015
Call centre agent - Multichoice
01.2011 - 01.2013
Filling and Admin clerk - FNB commercial recoveries
01.2010 - 01.2011
Receptionist - MCG industries
01.2010 - 01.2010
Receptionist - Bara city taxi association
01.2007 - 01.2010
Fons Luminis secondary - Matric,
YMCA computer school - ICDL,