Call Center Agent and Account Manager

Available

Serial No: 7506

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Skills keywords: highly motivated, identifying key issues

Current location:  Gauteng, South Africa - View on map

Spoken languages: english (fluent)

Education – Secondary Schooling

Year Matriculated 2001

Last School Attended Himalaya Secondary School

Subjects English: First Language

Afrikaans: Second Language

Mathematics

Accounting

Physical Science

History

Tertiary Studies

Year Started July 2009

Year to Complete December 2010

Institution Intec College

Student Number 10010939009

Subjects Contact Centre Operations Management 1

Contact Centre Service Management 1

Contact Centre People Management

Contact Centre Operations Management 2

Contact Centre Service Management 2

Contact Centre Operations (Commercial Environment)

Qualification to achieve Diploma

Current Status Passed with one distinction

Skills Matrix

1 Had appropriate training only 2 Limited practical experience 3 Solid practical experience 4 Well versed, extensive experience 5 Expert, extensive experience

Type of Experience Experience

In months Date

Last used Skill level

Cactus.Net Ongoing Current 4

Cactus Nouveau Ongoing Current 5

Customer Relationships Ongoing Current 4

Conflict Handling Ongoing Current 5

Time Management Skills Ongoing Current 5

Communication Skills Ongoing Current 4

Isis (MTN) Ongoing Current 5

Icap (Vodacom) Ongoing Current 5

Clarify (Cell C) Ongoing Current 5

ITC Ongoing Current 4

Digiview Ongoing Current 4

EDD Ongoing Current 4

USD Ongoing Current 4

Microsoft Word, Excel Ongoing Current 5

Microsoft Outlook Ongoing Current 5

Microsoft Internet Explorer Ongoing Current 5

Career History

Period 1st March 2010 – 28 February 2013

Current Position Corporate & Government Account Executive

Present Company Nashua Mobile

Industry Sector Telecommunications

Responsibilities • Achieve set Upgrade targets per month

• Maintain upgradeable base of 92%

• Maintain a churn of less than 8%

• Check requested upgrades proposal on Corporate deals and submit to customer within specified times

• Adhering to agreed Service Delivery Document and Service Level Agreement at all times

• Same day response to telephonic enquiries

• Account downloads to be emailed to customers on a monthly basis

• Regular customer visits as per agreed call cycle

• Quarterly tariff optimizations report with added disclaimers submitted to customers

• Proactive selling of all Value Added Services that solve initial complaints and as per current commission schedule

• Selling of business solutions as per current commission schedule

• Achieving upward migration targets per month

• Manage conflict both internally and externally using the appropriate methods

• Professional verbal and written correspondence

• Active listening skills

• Negotiation: the ability to adapt and make necessary changes to the quotation, proposals and individual mindsets

• Efficient allocation of time to complete required task

• Ability to interact with customers at executive as well as operational level

• Ensure customer satisfaction (Internally and Externally)

• Perform reconciliation on all data and voice contracts pertaining to query

• Assist manager and colleagues with escalations

Period 20 May 2008 – 28 February 2010

Current Position Admin Support Agent

Present Company Nashua Mobile

Industry Sector Telecommunications

Responsibilities • Ensure customer satisfaction (Internally and Externally)

• Receive queries/requests from customers via Task Tracker, Client Services workflow (Fax, Email and voicemail)

• Resolve customers queries or requests within specified timeframe

• Perform reconciliation on all data and voice contracts pertaining to query

• Assist manager and colleagues with escalations

• Provide confirmation of receipt and enquire about query details to customer of queries received within 2 to 24 hours after receipt

• Maintain a 1st Call Resolution of 90% per day.

• Provide feedback to customers within 2-24 hours if query cannot be resolved the first time and make follow-ups until customer is satisfied

• Proactive selling of all Value Added Services that solve initial complaints

• Load Value Added Services within 2-24 hours after the receipt of signed documents

• Ask probing questions to identify reasons for enquiring about canceling contracts or porting out of Nashua Mobile

• Persuade customers to stay with Nashua Mobile by advising them about alternative options and alert the Retentions Department when the need arises

• Maintain 92% on Quality Assurance of all outbound calls

• Fax and voice mail queries not requiring customer service support to be transferred immediately after receipt to correct department for assistance

• Apply verification and authentication as per business rules on all calls and ensure all customers queries are logged correctly and all events are captured

• Take ownership of management of staff (workforce, enquiries, escalations)

• Monitor call queue for switchboard

• Retrieval of daily stats for team

• Feedback sessions on Quality Assessment scores with relevant switchboard operators

• Compile weekly reports on team performance

Period 7 January 2008 – 20 May 2008

Current Position Customer Service Consultant

Present Company Nashua Mobile

Industry Sector Telecommunications

Responsibilities • Ensure customer satisfaction (Internally and Externally)

• Handling of telephonic/faxed client queries and actions.

• Management of all client queries (Nashua Mobile customers)

• Email / Fax necessary application forms to clients.

• Pass sales leads to tele-centre administration

• Follow up on all outstanding documentation and queries.

• Regular feedback to client on outstanding queries.

• Remain up to date with Nashua Mobile products

• 7 hours availability to answer calls unless scheduled to attend meetings or training.

• Apply verification and authentication as per business rules on all calls.

• If query cannot be resolved by customer services then the call must be directed to the correct department immediately

• Ensure all customers queries are logged correctly and all events are captured on Cactus.Net

• Maintain a 1st Call Resolution of 90% per day.

• Provide feedback to customers within 2-24 hours if query cannot be resolved the first time and make follow-ups until customer is satisfied

• Maintain an average call quality score of at least 92%

• Maintain a Customer Satisfaction Survey rate of 85%.

• Proactive selling of all Value Added Services that solve initial complaints

• Ask probing questions to identify reasons for enquiring about canceling contracts or porting out of Nashua Mobile

• Persuade customers to stay with Nashua Mobile by advising them about alternative options and alert the Retentions Department when the need arises.

• Load Value Added Services within 2-24 hours after the receipt of signed documents

Period 17 July 2007 – 5 January 2008

Current Position Quality Assessor

Present Company Cell C

Industry Sector Telecommunications

Responsibilities • Evaluated inbound calls for all call centre agents

• A total of 300 assessments per month to be completed

• Inform consultants of key areas of development

• Identify common trends within the contact centre amongst consultants

• Educate consultants on new business rules and processes

• Ensure consultants obtain a minimum 90% call rating

• Coached consultants on development areas

• Provide evaluation report on all calls assessed

• Handled disputed quality assessment scores

• Kept up to date with all new products and procedures

Period 25 May 2007 – 17 July 2007

Current Position Trainer

Present Company Cell C

Industry Sector Telecommunications

Responsibilities • Conducted training sessions to all Cell C franchise stores within Gauteng Region

• Trained Franchise staff on Internal systems and procedures

• Assisted franchise consultants with customer escalations in store

• Provided training on new product launched

• Provided feedback to Head of Department on franchise stores by compiling a weekly and monthly report

Period 7 August 2006- 25 May 2007

Current Position Call Centre Consultant

Present Company Cell C

Industry Sector Telecommunications

Responsibilities • Handling of telephonic/faxed client queries and actions.

• Management of all client queries ( Cell C contacts and prepaid customers )

• Email / Fax necessary application forms to clients.

• Pass sales leads to tele-centre administration

• Follow up on all outstanding documentation and queries.

• Regular feedback to client on outstanding queries.

• Remain up to date with Cell C products

• Second in charge of team (when team leader is not available)

• Selected from 200 agents based on performance to partake in a Training course on entire business operations

Perriod 1 March 2006 – 31 July 2006

Current Position Marketing research

Present Company Consulta Research

Industry Sector Surveys

Responsibilities • Perform outbound calls to obtain feedback from clients on services rendered by certain companies

• Document customers satisfaction and dissatisfaction with companies providing efficient service

• Meeting deadlines with regards to targets (individually & as per team)

Period October 2005 –28 February 2006

Current Position CSR – Customer Service Representative

Present Company Computershare

Industry Sector Finance

Responsibilities • Customer service

• Informing & Investigating Customer Queries

• Takes on responsibilities beyond job description

• Sale of customer shares ( JSE )

• Customers are FICA compliant according to Law

• Provide info on share prices and available shares within customer account

Period June 2005 –August 2005

Position CSR

Company Discovery Health ( Credit Card Division )

Industry Sector Finance

Responsibilities • Customer Service

• Retrieving of Account Statements upon request of clients

• Withdrawal, Purchases and Deposit transactions

• Resolving customers telephonic, email and fax queries

• Contacting customers on regular basis to provide feedback on progress of queries

• Contributes by participating in the outlets initiatives to improve outlet performance

• Maintaining Discovery Card Division standards to achieve Service Excellence

Period September 2004 – 31 May 2005

Position CSR

Company Computershare

Industry Sector Finance

Responsibilities • Customer service

• Informing & Investigating Customer Queries

• Takes on responsibilities beyond job description

• Sale of customer shares ( JSE )

• Customers are FICA compliant according to Law

• Provide info on share prices and available shares within customer account