Vuyelwa Gqamana
Customer Service Representative
Pretoria
Summary
Successful Customer service representative with 15 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.. I am a goal and results orientated team player who is reliable, punctual and experienced in taking inbound calls and making outbound calls from customers regarding products and services. I consider my strongest points to be my impeccable phone manners, my clear voice and my ability to deal with agitated or distressed customers. Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
20
20
years of professional experience
Work History
Client Service Advisor
Nothemba Group
Alice
03.2016 - Current
- Assisting clients with queries regarding policies
- Assisting clients with their claims
- Doing quotation for funerals
- Booking storage for deceased at mortuary
- Completing BI forms for deceased
- Capturing daily client payments on 4D net system
- Opening new policies for new members
- Checking and capturing debit orders on Stratcol system
- Capturing bank deposits on 4D net system.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Maintained accurate record-keeping with proactive attention to client information updates.
Customer Relations Consultant
Ramsay Media
Pinelands
09.2016 - 07.2017
- Building rapport with customers in order to deliver an excellent service
- Applying sales techniques in order to maximize sales opportunities
- Multi skilled across all areas of the contact centre (Outbound and Inbound)
- Providing customers with the correct promotions and subscription information
- Resolving all customer queries and request ( telephonic and written)
- Following up on outstanding queries on daily basis
- Dealing with campaigns and events
- Meeting monthly quality call rates and sales targets.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Customer Service Consultant
Silupa Financial Services
Khayelitsha
08.2015 - 02.2016
- Assisting clients with queries regarding their policies.
- Audited documentation to identify errors and documented findings for review and action.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Collected and verified application data such as employment histories and financial documentation to determine plan eligibility.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Helpdesk Agent
Capitec Bank
Bellville
09.2009 - 06.2015
- Answering inbound calls from branches
- Understanding clients queries
- Resolving clients queries
- Managing of customer follow up in a timely manner
- Using established handling procedures adhering & applying to them wherever possible
- Ensuring that calls are resolved within the allocated time
- Ensuring calls are closed efficiently
- Ensuring all policy process and procedures are followed.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Researched and identified solutions to technical problems.
- Assisted in development of system security protocols.
- Tested new software and hardware prior to deployment.
Customer Service Advisor
Merchants (Dimension Data Company) - ASDA
Cape Town
11.2006 - 08.2009
- Answering inbound calls from existing and new clients
- Understanding customer queries
- Resolving client queries and liasing with UK based stores
- Managing of customer follow ups in a timely manner
- Ensuring that the quality of the service is maintained
- Maintaining UK data protection laws & ensuring that direct marketing procedures are followed at all times
- Ensuring that calls are resolved within the allocated time.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
Customer Service Advisor
The phone House
Claremont
09.2005 - 10.2006
- Answering UK based inbound calls from existing and new clients
- Solving customer queries regarding their line rentals and Broadband.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
Telesales Agent
Directfinsolutions - AIG Campaign
Bellville
02.2004 - 07.2005
- Cold calling people for potential sales
- Upselling existing customers for an AIG Hospital Plan
- Achieving sales targets.
- Completed daily cold calling and outreach to build sales pipeline.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Followed up with customers to solicit further sales.
- Informed current and prospective customers of promotions and new or upgraded products.
- Qualified leads and set up customer appointments for outside sales team.
- Implemented upselling techniques to increase revenue and move product.
Education
High School Diploma -
Good Hope Seminary Girls High School
Cape Town , South Africa 04.2001 -
Bachelor of Commerce - Business And Managerial Economics
University of Fort Hare
Alice , South Africa Skills
Microsoft Excelundefined
References
- Nontembeko, Nothemba Group, HR, 0213613050
- Luthando, Silupa Financial Services, Manager, 0610065286
- Hildreth Baatjies, Ramsay Media, Manager, 0215303100/0823091633
- Nothemba Nobanda, Capitec Bank, Team Leader, 0718892930
- Janine Everts, Merchants (ASDA), Team Leader, 0797746185
- Ray Petersen, Directfinsolutions, 0731409744
Timeline
Customer Relations Consultant
Ramsay Media
09.2016 - 07.2017
Client Service Advisor
Nothemba Group
03.2016 - Current
Customer Service Consultant
Silupa Financial Services
08.2015 - 02.2016
Helpdesk Agent
Capitec Bank
09.2009 - 06.2015
Customer Service Advisor
Merchants (Dimension Data Company) - ASDA
11.2006 - 08.2009
Customer Service Advisor
The phone House
09.2005 - 10.2006
Telesales Agent
Directfinsolutions - AIG Campaign
02.2004 - 07.2005
High School Diploma -
Good Hope Seminary Girls High School
04.2001 -
Bachelor of Commerce - Business And Managerial Economics
University of Fort Hare
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