Summary
Overview
Work History
Education
Skills
Timeline
Generic

Welcome Manzini

CUSTOMER SERVICE REPRESENTATIVE
Johannesburg

Summary

Highly organized and efficient customer service professional with a proven track record of delivering exceptional support in call center and academic advisory roles. Adept at resolving customer inquiries, managing accounts, and providing solutions that enhance satisfaction and loyalty. Skilled in handling high-pressure situations, building strong relationships, and using technology to streamline workflows. Dedicated to contributing to organizational success through excellent communication and problem-solving skills.

Overview

9
9
years of professional experience
4
4
years of post-secondary education

Work History

Customer Service Representative

Capital One x Merchants
Johannesburg
01.2024 - Current
  • Respond to customer inquiries via phone, email, or chat in a prompt and courteous manner
  • Resolve account-related queries, including billing, payments, and transactions
  • Assist customers with troubleshooting issues related to their banking and credit services
  • Educate customers on Capital One products, services, and policies
  • Identify and escalate complex issues to relevant departments as needed
  • Maintain accurate records of customer interactions in the CRM system
  • Meet performance metrics, including customer satisfaction, first-call resolution, and adherence to service levels
  • Stay updated on company policies, product changes, and industry regulations
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Student Advisor

Richfield Graduate Institute of Technology
Johannesburg
08.2022 - 07.2023
  • Guided students in selecting courses and meeting academic and career goals
  • Provided detailed information about academic policies, programs, and registration processes
  • Addressed and resolved administrative challenges faced by students
  • Built strong rapport with students, contributing to a 20% increase in retention rates
  • Promoted a positive campus culture by serving as an accessible and approachable resource for students navigating their educational journey.
  • Boosted graduation rates through proactive advising on course selection and degree requirements.

Call Centre Agent

First Help Management
Johannesburg
02.2020 - 10.2022
  • Answer incoming calls and assist clients with roadside emergencies, including vehicle breakdowns and accidents
  • Verify customer insurance details and assess coverage eligibility for tow truck dispatch services
  • Coordinate with tow truck operators to ensure prompt and accurate dispatch to the client's location
  • Provide clients with updates on the estimated arrival time of assistance and manage their expectations
  • Handle sensitive information, such as client personal and insurance details, with confidentiality and accuracy
  • Stay updated on insurance policies, service protocols, and geographic coverage to offer accurate assistance
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.

Material Handler

Zibo Containers (Pty) Ltd
Johannesburg
03.2022 - 08.2022
  • Remove and dispose of scrap polypropylene generated by the cutting process
  • Keep the production area clean and free of debris to maintain a safe and efficient working environment
  • Monitor material levels in the machine's feed system
  • Ensure a continuous supply of polypropylene to prevent production downtime
  • Coordinate with the appropriate personnel to replenish materials as needed
  • Identify and report any incidents, malfunctions, or abnormalities in the machine's performance
  • Prevented product damage by carefully loading and unloading materials using appropriate equipment.
  • Kept storage areas organized, clean, and secure to fully protect company assets.
  • Maintained a safe work environment by following proper safety protocols and conducting regular inspections.

Sales Associate

First Help Management
Johannesburg
10.2015 - 02.2016
  • Operating cash registers, managing financial transactions and balancing drawers
  • Maintained orderly appearance throughout sales area
  • Engaged with customers to effectively build rapport and lasting relationships
  • Helped customers locate products and checked store system for merchandise at other branches
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
  • Answered customer questions regarding sizing, accessories, and proper care for merchandise
  • Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
  • Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.

Education

National Senior Certificate -

Arcadia Independent High School
Pretoria
01.2005 - 01.2009

Skills

  • Exceptional Customer Service

  • Communication (Verbal & Written)

  • Relationship Building

  • Problem-Solving and Critical Thinking

  • Time Management and Organization

  • Multi-tasking and Adaptability

  • Proficiency in MS Office and CRM Systems

  • Analytical Thinking

  • Complaint resolution

  • Product knowledge

Timeline

Customer Service Representative

Capital One x Merchants
01.2024 - Current

Student Advisor

Richfield Graduate Institute of Technology
08.2022 - 07.2023

Material Handler

Zibo Containers (Pty) Ltd
03.2022 - 08.2022

Call Centre Agent

First Help Management
02.2020 - 10.2022

Sales Associate

First Help Management
10.2015 - 02.2016

National Senior Certificate -

Arcadia Independent High School
01.2005 - 01.2009

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Welcome ManziniCUSTOMER SERVICE REPRESENTATIVE