Communication Tools: Email clients (Outlook, Gmail) Live chat software (LiveChat, Intercom) Telephony systems (Avaya, Cisco, Five9)
Vernique Celestine Belily
Call Centre Expert
Johannesburg
Summary
Multifaceted Advanced Call Centre Representative with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset. Attentive Customer Service Representative with 12 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Segmented Service Agent
Avon Justine
JOHANNESBURG
09.2012 - Current
- Followed data entry protocols, rules, and regulations, maintaining 99% accuracy rate by strictly adhering to data entry standards, minimizing errors.
- Kept optimal quality levels to prevent critical errors and support team performance targets, reducing critical errors by 20% and contributing to 15% increase in team performance.
- Entered client information into databases quickly and with minimal errors, processing over 100 client records daily with 98% accuracy rate.
- Utilized techniques for increasing data entry speed, improving data entry speed by 25% and achieving record of 50 entries per hour.
- Adapted quickly to changing project requirements, demonstrating flexibility and strong problem-solving skills, successfully adapting to three major project changes and maintaining project completion rate of 95%.
- Searched, extracted, and interpreted information to determine correct input procedure, streamlining information extraction process and reducing input time by 30%.
- Updated and maintained customer information, documents, and records, managing database of over 5,000 customer records and ensuring all information was current and accurate.
- Used computer software to store and retrieve data, utilizing advanced software tools to increase data retrieval efficiency by 40%.
- Contributed to positive work atmosphere through effective communication and collaboration with colleagues, improving team collaboration and leading to 10% increase in overall team productivity.
- Used critical thinking to break down problems, evaluate solutions, and make decisions, resolving data discrepancies 50% faster by implementing new critical thinking approach.
- Worked well in team setting, providing support and guidance, mentoring five new team members and helping them achieve proficiency within two months.
- Adaptable and proficient in learning new concepts quickly and efficiently, mastering three new software programs within first month of implementation and increasing operational efficiency.
- Passionate about learning and committed to continual improvement, completing six professional development courses and leading to 20% improvement in personal performance metrics.
Data Capturer
Avon Justine
JOHANNESBURG
10.2011 - 09.2012
- Maintained 99% accuracy rate by strictly adhering to data entry standards and protocols, minimizing errors.
- Entered over 150 client records daily with minimal errors, consistently meeting data entry speed targets.
- Utilized advanced software tools to streamline data entry processes, improving efficiency by 30%.
- Adapted quickly to changing project requirements, demonstrating flexibility and strong problem-solving skills.
- Searched, extracted, and interpreted information to determine correct input procedures, ensuring data integrity.
- Updated and maintained database of over 10,000 customer records, ensuring all information was current and accurate.
- Collaborated with team members to improve data entry workflows, contributing to 15% increase in overall team productivity.
- Used critical thinking to identify and resolve data discrepancies, reducing error rates by 20%.
- Conducted regular data quality checks to ensure high standards of data integrity and compliance.
- Developed strong proficiency in using various data management software and tools, increasing data retrieval efficiency by 40%.
- Provided training and support to new team members, helping them achieve proficiency in data entry tasks.
- Demonstrated excellent time management skills by consistently meeting project deadlines and performance targets.
- Completed professional development courses to stay updated on latest data entry techniques and technologies.
- Committed to continuous learning, actively seeking opportunities for professional development within field of Data Capturing."
- Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities
- Adapted quickly to changing project requirements, demonstrating flexibility and strong problem-solving skills
- Maintained strict confidentiality while handling sensitive client information and records
- Enhanced data accuracy by meticulously entering and verifying information in various databases
- Optimized workflow processes by identifying areas of improvement in current data capture methods
- Participated in ongoing training sessions to stay current with industry best practices and improve overall performance Data Capturer
- Provided exceptional customer service when responding to inquiries related to captured data or other relevant issues
- Supported company growth by consistently meeting or exceeding daily data entry quotas
- Entered client information into databases quickly and with minimal errors
- Built and maintained tracking databases for variety of measuring aspects
- Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities.
Education
High School Diploma -
CJB
Johannesburg, South Africa 01.2005 - 12.2010
Skills
Customer Service
Software
Productivity Software: Microsoft Office Suite (Word, Excel, PowerPoint) Google Workspace (Docs, Sheets, Slides)
Ticketing Systems: JIRA Service Desk Freshdesk ServiceNow
Data Entry and Management: Spreadsheets (Excel, Google Sheets) Database management (Access, MySQL)
Collaboration Tools: Microsoft Teams
Keeping Fit and Active
I am passionate about maintaining a healthy and active lifestyle. In my spare time, I enjoy engaging in various physical activities, including running, cycling, and participating in fitness classes. Staying fit not only enhances my physical well-being but also boosts my mental clarity and energy levels, allowing me to perform at my best both personally and professionally. My commitment to fitness reflects my dedication to discipline, goal-setting, and continuous self-improvement.
Timeline
Segmented Service Agent
Avon Justine
09.2012 - Current
Data Capturer
Avon Justine
10.2011 - 09.2012
High School Diploma -
CJB
01.2005 - 12.2010
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