Ziyanda Mahlangabeza
Customer Service Professional
Khayelitsha
Summary
A highly driven, dedicated and diligent customer service professional, bringing excellent skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, with a gift of understanding people from all walks of life and providing them with empathy and personalised experiences.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer Experience Advisor
SA Commercial
01.2023 - 12.2023
- Providing customer support through email/webchat/telephonic correspondence.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Assisted in the development of internal policies, guidelines, and procedures that directly impacted the quality of service provided to customers.
- Maintaining databases for customer queries.
- Referring queries to back-office support where further research is required.
- Providing quality customer service on every interaction and query.
Customer Care Advisor
Teleperformance
05.2021 - 03.2022
- Assisting with account queries, Appointment booking with clients.
- Worked closely with other departments to resolve complex issues quickly and effectively.
- Managed high call volume while maintaining professional demeanor and excellent service quality.
- Navigated multiple software programs simultaneously to efficiently assist customers with their inquiries.
- Implemented feedback-driven improvements, resulting in increased customer satisfaction.
- Collaborated with team members to enhance overall customer experience and satisfaction levels.
Customer Experience Advisor
Sigma
11.2019 - 01.2021
- Assisting with account queries, working with different departments to make ensure customer satisfaction.
- Collect data and promote surveys.
- Logging customer feedback on electronic system.
- Follow up on customer queries through callbacks and emails.
- Signposting customers on where to find assistance, through call transferring and self help websites.
- Develop personal customer service knowledge and skills by being customer centric.
Customer Service Advisor
Capita
10.2018 - 11.2019
- Customer care duties, Answering inbound calls, Placing orders, Liaising with customers.
- Enhanced customer satisfaction by addressing and resolving issues in timely manner.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Maintained and managed customer files and databases.
- Managed over 50 customer calls per day.
- Responded to customer needs through competent customer service and prompt problem-solving
Education
Bachelor of Education -
University of South Africa
South Africa 02.2024 - Current
Certificate - End-user Computing
Learn To Earn
Cape Town, South Africa 05.2018 - 08.2018
National Senior Certificate -
Uxolo High School
Cape Town, South Africa 01.2010 - 12.2012
Skills
- Call center experience
- Telephone and switchboard operation
- Excellent Communication
- Customer Relationship Management (CRM)
- Document and Records Management
- Interpersonal Skills
- Customer service excellence
- Complaint/Conflict Handling and Resolution
- Computer Skills/ Ms Office
References
- Nolundi Mbombo, SA Commercial (Manager)-0749673435
- Zintle Mgwele, Teleperformance (Manager)-0742026274
- Shannon Scholtz, Sigma (Manager)- 0727941143
- Daniel Walters, Capita SA (Manager)-Danielwalter361@gmail.com
Accomplishments
Awarded Best Customer Service Advisor award at Capita.
Timeline
Bachelor of Education -
University of South Africa
02.2024 - Current
Senior Customer Experience Advisor
SA Commercial
01.2023 - 12.2023
Customer Care Advisor
Teleperformance
05.2021 - 03.2022
Customer Experience Advisor
Sigma
11.2019 - 01.2021
Customer Service Advisor
Capita
10.2018 - 11.2019
Certificate - End-user Computing
Learn To Earn
05.2018 - 08.2018
National Senior Certificate -
Uxolo High School
01.2010 - 12.2012
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