YOLANDA GCABASHE
Customer Service Agent
Gauteng
Summary
For the past 12 years, I've specialised in client service, retention, and technical support, gaining valuable experience along the way. I'm now looking for a challenging role where I can use my skills to drive positive change and help achieve organisational goals.
Overview
10
10
years of professional experience
Work History
Technical Support Agent
IntelliBPO
02.2024 - Current
- Provide customer support via phone, email and chat
- Performing basic troubleshooting and resolving technical issues
- Escalating complex problems to higher-level support
- Keeping updated on Techloq`s products and services
- Monitoring system alerts and reporting anomalies
- Ensuring positive customer interactions and follow-ups
- Collaborating with team members and other departments
- Maintaining accurate records and documentation
- Gathering and providing customer feedback
- Salesforce system fluent
Customer Service Representative
Telesure Investment Holdings - Auto & General(AU)
04.2022 - 12.2023
- Answer inquiries, provide product information, and resolve issues
- Help with policy updates, renewals, and changes
- Work to keep customers by addressing concerns and offering solutions
- Handle and solve customer complaints efficiently
- Suggest and sell additional products or services
- Follow company policies and regulations in all interactions
- Record and update customer information accurately.
- Stay updated on products and industry trends to offer correct advice
- Check in with customers to ensure their issues are resolved
- Avaya system fluent
Customer Service Representative
Outsurance Shared Services(Hastings Direct)
03.2019 - 02.2021
- Maintain a consistent service delivery to ensure client retention and satisfaction
- Capturing customers details and setting up their policies
- Ensure service level agreements are meet and exceeded
- Provide feedback to the business on what customers are saying
- Provide first time resolution on queries
- Achieve customer service levels standards and team retention targets
- Obtain and maintain broad product knowledge in order to effectively and accurately respond to customer queries
- Provide an efficient and quality service to client on contact valuing client retention
Financial Services Consultant
Edcon Group Pty
04.2014 - 02.2019
- Help customers with their inquiries, resolve issues, and provide financial advice.
- Manage and update customer accounts, handle transactions and balances.
- Guide customers on financial products and services to help them make informed decisions.
- Address and solve customer complaints related to financial services.
- Promote and sell additional financial products to meet customer needs and company goals.
- Ensure all interactions and transactions follow regulations and company policies.
- Accurately record and update customer information in the system.
- Stay updated on financial products and industry trends to offer relevant advice.
Education
Higher Certificate in ABET Adult Basic Education
UNISA
KwaZulu Natal 04.2001 -
Matric Certificate
Effingham Secondary School
KwaZulu Natal, South Africa 04.2001 -
Skills
- Communication and Networking
- Troubleshooting
- Documentation
- Customer Retention
- Technical Knowledge
- Computer Proficiency
- Adaptability
- Teamwork
- Problem Solving
- Detail Orientated
Languages
English
Bilingual or Proficient (C2)
Zulu
Bilingual or Proficient (C2)
Xhosa
Bilingual or Proficient (C2)
Additional Information
- Babalo Twalo
0783399339
- Xoli Mokgosi
078 393 7354
- Siyakha Dolonga
083 310 3267
Timeline
Technical Support Agent
IntelliBPO
02.2024 - Current
Customer Service Representative
Telesure Investment Holdings - Auto & General(AU)
04.2022 - 12.2023
Customer Service Representative
Outsurance Shared Services(Hastings Direct)
03.2019 - 02.2021
Financial Services Consultant
Edcon Group Pty
04.2014 - 02.2019
Higher Certificate in ABET Adult Basic Education
UNISA
04.2001 -
Matric Certificate
Effingham Secondary School
04.2001 -
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