Sinovuyo Mzayidume
Gqeberha
Summary
Proven expertise in customer service and technical support, demonstrated at Aegis BPO Services with high first-call resolution rates. Skilled in empathy display and complaint resolution, ensuring customer satisfaction and efficiency. Reduced call times significantly, showcasing ability to address complex issues swiftly and maintain strong customer relationships.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Customer Service Call Center Agent
Aegis BPO Services
10.2021 - Current
- Achieved high first-call resolution rates by providing accurate information and solutions to customers'' concerns.
- Managed ongoing cases, prioritizing customer satisfaction and ensuring timely resolutions.
- Educate customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Ensuring that customer technical faults are logged correctly and are sent to tier2
- Maintained thorough knowledge of company products, services, and policies to provide consistent support across all calls.
- Reduced call times by using efficient troubleshooting techniques and providing clear instructions to customers.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Call Center Representative
WNS Global Services
10.2019 - 09.2021
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Reduced average call times by quickly addressing customer inquiries and resolving issues proactively.
Receptionist Administrator
Transkei Quarries
01.2017 - 10.2017
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Handled complaints and questions, and re-directed calls to other team members.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
Education
Bachelor of Technology - Retail Business Management
Cape Peninsula University of Technology
Cape Town, South Africa 04.2001 -
High School Diploma -
Nondwe Senoir Secondary School
Butterworth, South Africa 04.2001 -
Skills
Patience maintenance
Empathy display
Complaint resolution
Technical support
Call handling
Customer communications
Timeline
Customer Service Call Center Agent
Aegis BPO Services
10.2021 - Current
Call Center Representative
WNS Global Services
10.2019 - 09.2021
Receptionist Administrator
Transkei Quarries
01.2017 - 10.2017
Bachelor of Technology - Retail Business Management
Cape Peninsula University of Technology
04.2001 -
High School Diploma -
Nondwe Senoir Secondary School
04.2001 -
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