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Boniswa Gaba

 Assistant Manager

Summary

Highly motivated, confident individual with multi-tasking capabilities and able to work in a target driven busy call centre environment. Hardworking with excellent attendance and punctuality records who can work equally alone or as a part of a team, Can communicate effectively with people from diverse backgrounds.

 Able to pivot between multiple customer concerns and administrative tasks with professionalism, accuracy, and good humor.

Education

Jan 2011Dec 2011

Matric Grd12

Boaramelo Combined

SUBJECTS

  • Isixhosa Home Language
  • English First Additional Language
  • Accounting
  • Business Studies
  • Economics
  • Mathematical Literacy
  • Life Orientation

Work experience

Jan 2014Jan 2015

Bartender

Spotlite club

Duties

  • Keeping accurate records of stock and placing of stock orders
  • Combining and serving different types of beverages as per request
  • Assisting with training new stuff
  • Contributing in the smooth running of the bar areas
  • Dealing with customers concerns and complains
Mar 2015Jan 2016

Call operator

Mr Delivery-Tokai Branch

Duties

  • Dealing with customers queries, complains, orders and requests
  • Following up customers by calling them back
  • Training new stuff
  • Relieving manager and assisting in running the branch on busy days
  • accurately keeping records of calls and updating customers profiles 
Jan 2016Aug 2016

Assistant Manager

Mr Delivery-Tokai Branch

Duties

  • Motivating the team to ensure best customer service
  • Performing quality checks and reviewing reports
  • Evaluating performance by suggesting improvements, providing feedback for corrective action
  • Ensuring that all procedures and policies followed are as per the latest regulations
  • Designed training programs for new recruits
Aug 2016December 2017

Call Centre Consultant

Takealot- Head Office

Duties 

  • Answer courteously inbound calls.
  • Respond to customers inquiries.
  • Generate customer interest in the service or products offered by the company.
  • Ensure feedback from customer to further improve the customer service.
  • Provide personalized customer service by responding to the needs of the customers.
  • Evaluate problems of the customers and provide logical lasting solutions. 
January 2018July 2018

Virtual waiter

MrD Food

Duties

  • Manage large amounts of incoming calls
  • Provide accurate, valid and complete information by using the right methods/tools
  • Identify and assess customers’ needs to achieve satisfaction
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
    resolution
  • Assist with placement of orders and refund requests
July 2018Present

 Assistant Manager

Takealot.com

Duties 

  • Helping to develop and implement a customer service policy for an entire organisation
  • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
  • Meeting with other managers to discuss possible improvements to customer service
  • Training staff to deliver a high standard of customer service
  • Coaching and keeping the staff motivated 

key skills

  • Able to handle complex calls and situations
  • A proven track record of handling minimum 50 calls daily
  • Can write and speak fluently 5 South African official Languages
  • Excellent listening and problem solving skills 
  • Can type 25 words per minute

Reference

1.Name : Amanda Peters 

Company : Mr Delivery Tokai

Position : Senior Manager 

Contact : 073 051 0806

2.Name : Kamohelo Mothibi

Company : Spotlite Club

Position : Manager

Contacts : 0604453142

3. Name : Insauf Elmie

Company : Takealot

Position : Team Leader 

Contacts :083 800 0381

4. Name : Lynne Robenson

Company :  Mr Delivery

Position : Team Leader

Contacts :073 546  4565