Zithobile Ngubeni
Call Centre Agent
Sandton
Summary
Diligent maintenance planner with experience in thorough planning and oversight of critical network infrastructure improvements. Seasoned expert at maintaining methods and procedures for creating and scheduling system maintenance. Key identification and analysis of equipment performance to reach the equipment's maximum performance expectations. Critical contributions to setting frequent equipment's service and repairs, conducting daily, weekly and monthly inspections, coordinating projects, and leading operations assessment.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Education
High School Diploma -
Mohato Secondary School
Freestate 04.2001 -
Site Management Safety
Skill Up
Online 12.2022 - 12.2022
Civil Engineering And Building Construction
Tosa
Freestate 01.2010 - 11.2012
Boilermaking
Central Johannesburg College
Johannesburg 01.2013 - 04.2013
Work History
Call Centre Agent
Tsebo Facilities Solutions
Sandton
07.2019 - Current
- Delivered services to customer locations within specific timeframes.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used coordination and planning skills to achieve results according to schedule.
- Identified issues, analyzed information and provided solutions to problems.
- Maintained excellent attendance record, consistently arriving to work on time.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Worked with customers to understand needs and provide excellent service.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used Microsoft Word and other software tools to create documents and other communications.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Created plans and communicated deadlines to complete projects on time.
- Participated in team-building activities to enhance working relationships.
- Onboarded new temps by entering employee information into systems.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Outbound Call Center Agent
Bytes People Solutions
Randburg
10.2015 - 02.2019
- Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Collaborated and communicated across organizational levels to derive new strategies for reaching broad range of customers and document progress.
- Educated customers on offerings and upsold products and services to increase revenue.
Skills
Memorization and recall
Inbound call management
Inbound phone call handling
Agent relations
Service calls
Emergency calls
Inbound and outbound calling
Inbound and outbound calls
Maintaining call metrics
Guest Services Agent training
Call Routing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Site Management Safety
Skill Up
12.2022 - 12.2022
Call Centre Agent
Tsebo Facilities Solutions
07.2019 - Current
Outbound Call Center Agent
Bytes People Solutions
10.2015 - 02.2019
Boilermaking
Central Johannesburg College
01.2013 - 04.2013
Civil Engineering And Building Construction
Tosa
01.2010 - 11.2012
High School Diploma -
Mohato Secondary School
04.2001 -