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Work experience

June 2017 July 2018

Call centre

Wns global services :Customer service and sales. 

Duties: Capturing meter readings : Gas and Electricity.

Processing payments and billing accounts. Issuing of refunds and compensation

Sales/lead generation in order to meet daily targets and to use my selling skills to generate the business new streams of revenue.

Booking and amending appointments, creating and changing payment plans.

Creating profiles for new customers and adding representatives to the accounts.

Handling of queries, enquiries and complaints. Escalation of queries, complaints and team tasks to our advocates or senior managers.

Logging of all queries and routing all enquires to correct departments.

Assisting managers with admin and stats reports

Assisting new starters, teaching them about the system, product knowledge and hints and tips about using the computer system.

January 2017June 2017

Call Centre

Exl Services South Africa

Receive inbound and retention calls from current customers, for sales and revenue generation, in a high intensity call centre environment.

Utilize proactive persuasive skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.

logging of all motor claims applications for existing customers and working out liability for the claim. Taking detailed notes about the incident and storing all notes on to the computer systems.

Sending out courtesy vehicles for customers to use and booking there vehicles in for repairs to the necessary garages.

Handling of all complaints and leaving detailed notes and working on complaints revolutions in order to leave the customer satisfied with the business and to maintain them as a customer.

January 2016January 2017

Call Centre

Capita, o2 customer service

I worked in a UK based customer service centre.

I dealt will customers billing platforms by explaining it in detail. I dealt with upgrades as well and selling contracts to our new customers.

I handled technical issues as well by fixing network issues and any problems they experienced with there handsets.

 I was an escalations advisor and specialized in dealing  with irate customers.

I logged network faults as well and called customers back with a resolution

I transferred customers to the relevant departments.

June 2014November 2015

Sales, Direct marketing and management

Perdm 

Training program of 6-8 months to promote managers.

Perdm represents clients such as Edgars,  Ackerman's, Woolworths , Dstv and Telkom.

I Worked in selected Ackerman's and Edgars stores to sell financial services for Hollard's and to get customers  to sign up for store accounts.

Teaching  and training people how to sell  and I taught leadership qualities.

I did team buildings and company recruiting.

I got promoted to a core leader  in 2months and worked my way into becoming a Team leader and Training manager.

Education

Jan 2009Dec 2013

Grade 12 : Matric

J.G Meiring high school

I was a member of J.G Meiring high school for 5 years.                                                                                            

Personal attributes 

Exceptional listener and communicator who effectively conveys information verbally and in writing.

Team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.

Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards.

Results-driven achiever with exemplary planning and organizational skills. problem-solver who can generate workable solutions and resolve complaints.                        

Contacts details

Reference Numbers

Perdm - : Hayden Williams :0835363702 (Direct Manager)

 Exl services: JosephJohnstone:0710510503. (Team Leader)

Wns: Shareema Cook :0658916657(Team Leader)

Capita-Kevin Van Tonder: 0829949454. Pamela Manning : 0641487207.  (Team leaders)