Zinhle Gumede
Service Consultant
Springs
Summary
Dynamic professional with a proven track record in customer communications and call center operations, honed at companies like Medscheme - Bonitas Business Unit. Excelled in conflict resolution and leveraging MS Office to enhance productivity. Notably increased client retention for Red Bull through strategic problem-solving and robust interpersonal skills.
Personable Call Center professional skilled in encouraging staff to quickly resolve issues to build loyal customer base. Proven history of setting challenging team goals to drive performance and assess improvement opportunities. Driven to coach and train new employees to deliver superior service, while implementing procedures to increase productivity and customer satisfaction.
Overview
2
2
years of professional experience
3
3
Languages
Work History
Call Center Agent
Private Health Administrators
11.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Service Consultant
Medscheme - Bonitas Business Unit
08.2023 - 10.2024
- Respond to queries logged via phone, email and live chat.
- Delivering exceptional service while adhering to the SLA
- Address customer needs in order to meet and exceed customer expectations
- Adapting and being flexible in the call centre environment
Market Research Student
Red Bull
09.2022 - 12.2022
- Optimized survey distribution channels to reach diverse respondent demographics accurately reflecting target markets.
- Increased client retention rate by establishing strong relationships built upon trust and clear communication of results.
- Collaborated with cross-functional teams to develop comprehensive market research plans addressing key business objectives.
- Supported marketing team with data-driven insights, resulting in more effective campaigns.
- Partnered with external vendors to conduct specialized research projects, ensuring high-quality outcomes within budget constraints.
Education
Private Pilots License -
Johannesburg School of Flying
Germiston, South Africa 04.2001 -
NSC Matric Cerificate -
Benoni High School
Benoni, South Africa 04.2001 -
Skills
Problem-solving skills
Customer communications
Call center operations
Soft skills
Conflict resolution
MS Office
References
Bonitas Medical Fund
Back office team leader
- Siphokazi - 0815797291
- Busisiwe - 0788358024
Redbull
Team leader
- Pretty - 0659155332
Timeline
Call Center Agent
Private Health Administrators
11.2024 - Current
Service Consultant
Medscheme - Bonitas Business Unit
08.2023 - 10.2024
Market Research Student
Red Bull
09.2022 - 12.2022
Private Pilots License -
Johannesburg School of Flying
04.2001 -
NSC Matric Cerificate -
Benoni High School
04.2001 -
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