Zahraa Dinnie
Customer Service Representative
42 Orion Road, Surrey Estate Cape Town,WC
Summary
A dedicated, goal driven young woman with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges, which are beneficial to all organizations
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
FTTH Call Centre Agent (Vodacom Fibre Campaign)
Call Force
Cape Town, South Africa
06.2021 - Current
- Providing technical support to customers on all inbound interactions
- Technical troubleshooting and complaints (fibre and LTE services)
- Assistance with all billing related queries
- Fault booking
- Eliminating downtime and maximized revenue by providing excellent customer service
- Current position: TPSD agent
FTTH Sales Team Leader (Telkom Fibre Campaign)
Fibre Unlimited
Cape Town, South Africa
05.2020 - 03.2021
- Managing an outbound sales team
- Monitoring and improving the performance of all agents in my team
- Recording and updating team admin/stats (excel docs, etc)
- Weekly presentations of team performances, strengths, weaknesses, absence, etc
- Outbound telephonic interactions with existing clients (Customer escalation callbacks)
- Communications with new clients
- Motivating all agents in the team to ensure all given sales targets and other KPI's are exceeded
Call Centre Agent (British Gas Campaign)
Capita SA
Cape Town, South Africa
08.2019 - 02.2020
- Providing telephonic assistance to customers on all inbound interactions
- Customer complaints (complaint logging and resolving)
- Financial assistance/advice upon telephonic request (loans on gas and electricity meters)
- Telephonic assistance with billing and prepaid meters – gas and electricity (top ups, credits, troubleshooting and fault booking)
FTTH Call Centre Agent
Merchants - iiNet
Cape Town, South Africa
03.2018 - 07.2019
- FTTH technical support
- Providing telephonic support/assistance to customers on all telephonic inbound interactions
- Technical troubleshooting, fault booking, customer complaints
- Worked in residential FTTH and then later moved over to FTTH for business
- Coaching/floorwalking: providing assistance to agents on site who require assistance on calls, taking over escalation calls from agents dealing with irate customers
Admin Clerk
Qela Charters and Tours
Cape Town, South Africa
12.2016 - 12.2017
- Invoicing (creating, distributing, filing, etc)
- Meeting uploading and scheduling
Education
Matric - Bachelor's Degree -
Rylands High School
Cape Town, South Africa 01.2013 - 12.2017
Skills
Call center environment/experience
Coaching
Team management
Excellent customer service
Excellent communication skills
FTTH experience (4 years)
Computer literate
Process driven
Timeline
FTTH Call Centre Agent (Vodacom Fibre Campaign)
Call Force
06.2021 - Current
FTTH Sales Team Leader (Telkom Fibre Campaign)
Fibre Unlimited
05.2020 - 03.2021
Call Centre Agent (British Gas Campaign)
Capita SA
08.2019 - 02.2020
FTTH Call Centre Agent
Merchants - iiNet
03.2018 - 07.2019
Admin Clerk
Qela Charters and Tours
12.2016 - 12.2017
Matric - Bachelor's Degree -
Rylands High School
01.2013 - 12.2017