Summary
Overview
Work History
Education
Skills
Languages
References
Hobbies and interests
Timeline
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Veronica Thembelihle Arends

Summary

A motivated and results-driven professional with experience in sales and customer service, skilled in communication, interpersonal relations, and problem-solving. Proficient in leveraging CRM systems and technical tools, I excel at delivering exceptional customer experiences, fostering strong relationships, and collaborating effectively in team environments. Adaptable and detail-oriented, I am eager to contribute to organizational success while advancing my professional growth in a challenging and dynamic role.

Overview

4
4
years of professional experience

Work History

Contact Center Agent

Merchants cx
06.2022 - 03.2024
  • Handled 70+ customer calls daily, providing prompt and accurate support for inquiries, complaints, and service issues.
  • Resolved complex issues efficiently, ensuring high customer satisfaction and retention.
  • Managed order tracking, complaint resolution, and accurate record updates in CRM systems.
  • Consistently exceeded performance metrics, including customer satisfaction and resolution rates.
  • Trained and mentored new agents to boost team productivity and service quality.

Nursery Volunteer

Joyful Kids Day Care
04.2021 - 05.2022
  • Ensured the safety and well-being of children while supervising daily activities.
  • Assisted with educational activities and promoted emotional development.
  • Managed routines including meals, naps, and playtime.
  • Communicated with parents about children's progress and concerns.
  • Maintained a clean and safe environment for the children.
  • Encouraged positive behavior and supported skill development.

Volunteer

Copie Cafe
02.2020 - 07.2020
  • Assisted customers with computer usage, including internet browsing, printing, scanning, and basic troubleshooting.
  • Provided support for email account setup, online applications, and document editing.
  • Monitored and maintained the functionality of computers, printers, and internet connectivity.
  • Ensured a clean and organized workspace for an optimal customer experience.
  • Processed payments and managed cash transactions efficiently and accurately.
  • Delivered excellent customer service, catering to diverse customer needs and resolving technical or operational concerns.

Education

N4 - Educare Certificate

South West College (SWGC)
Horizon View
2022

National Senior Certificate - Grade 12

Aurora Girls High
2021

Skills

  • Strong Communication Skills: Exceptional verbal and written communication for clear and effective interactions
  • Problem-Solving Expertise: Skilled in resolving complex issues with efficiency and creativity
  • Outstanding Customer Service: Delivering personalized solutions and fostering strong relationships
  • CRM & Technical Proficiency: Adept at utilizing CRM systems and tools to optimize customer interactions and maintain accurate documentation
  • Team Collaboration: Cooperative and dependable, excelling in team-oriented environments
  • Adaptability: Quick to adjust to diverse roles, systems, and evolving processes
  • Attention to Detail: Ensuring precision and accuracy in records, tasks, and customer engagements

Languages

English
Advanced
C1
IsiZulu
Proficient
C2
IsiXhosa
Advanced
C1
Siswati
Advanced
C1
Sesotho
Advanced
C1

References

  • Bhekikhanya Mavuso (Copie Cafe) 073 710 3529
  • Sinenhlanhla Myeza (Joyful Kids Day Care) 073 973 3596
  • Tohlang Tsiu (Merchants Cx Team Leader) 0660788554

Hobbies and interests

  • Passionate about reading and writing, constantly expanding knowledge and creativity.
  • Enjoy playing netball, staying active and fostering teamwork.

Timeline

Contact Center Agent

Merchants cx
06.2022 - 03.2024

Nursery Volunteer

Joyful Kids Day Care
04.2021 - 05.2022

Volunteer

Copie Cafe
02.2020 - 07.2020

National Senior Certificate - Grade 12

Aurora Girls High

N4 - Educare Certificate

South West College (SWGC)
Veronica Thembelihle Arends