Zandi Masi
Retention And Customer Service Agent
Cape Town ,Western Cape
Summary
Experienced Retention and Customer service with over 7 years of experience in Call Centre . Excellent reputation for resolving problems and improving customer satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Customer Service and Retention
Virgin Active
Cape Town , Western Cape
04.2015 - 10.2021
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Used Microsoft Word and other software tools to create documents and other communications.
- Developed team communications and information for meetings.
- Worked with customers to understand needs and provide excellent service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Customer Service Representative
Home Choice
Cape Town , Western Cape
03.2012 - 12.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Sales and Customer Service
Direct Axis
Cape Town , Western Cape
02.2011 - 11.2011
- Maintained energy and enthusiasm in fast-paced environment.
- Exceeded goals through effective task prioritization and great work ethic.
- Maintained excellent attendance record, consistently arriving to work on time.
- Worked with customers to understand needs and provide excellent service.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Identified issues, analyzed information and provided solutions to problems.
- Developed team communications and information for meetings.
- Used Microsoft Word and other software tools to create documents and other communications.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Education
Grade 12 - Passed
Zola High School
Cape W 01.1999 - 12.2004
Skills
Customer Service and Communication Skills
Timeline
Customer Service and Retention
Virgin Active
04.2015 - 10.2021
Customer Service Representative
Home Choice
03.2012 - 12.2014
Sales and Customer Service
Direct Axis
02.2011 - 11.2011
Grade 12 - Passed
Zola High School
01.1999 - 12.2004
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