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 View2022
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)
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