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CV, Call Center Agent and Account Manager seeking employment in UK

I am currently available for work
Serial No: 7506
(09/02/1984, male)
List top 5 skills: highly motivated, identifying key issues
Short Bio:

My influential personality and ability to communicate in a business like manner. I would gladly appreciate an opportunity for the above position and look to successfully add value to your company.

I am an Account Executive in the Telecommunication Industry & based in Midrand. My working experience in relationship building, sales relationships and customer service spans over seven years that has helped me develop certain skills that are aligned to the position advertised. Please refer to CV for further details.

My personality, all things considered, is that of being friendly and calm. I am self-motivated, ambitious hardworking and driven. I work efficiently alone and co-ordinate well in teams. My strength lies in the ability to think out of the box and be innovative. I have strong analytical and reasoning skills.
References that can attest to the above are available upon request.

Contact Centre Management ( Call Centre)

Current location: 

Gauteng, South Africa - View on map

Spoken languages: 

english (fluent)

Locations I am interested in working:

United Kingdom



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