Siyanda Galada
Contact Center Agent
Port Elizabeth
Summary
Dynamic Contact Center Consultant with a proven track record at Isonxperiences, excelling in complaint handling and customer communications. Enhanced customer satisfaction through innovative problem-solving and effective coaching. Skilled in analyzing contact center metrics, driving performance improvements, and resolving complex issues with professionalism and empathy.
Overview
12
12
years of professional experience
Work History
Contact Center Consultant
Isonxperiences
07.2019 - Current
- Collaborated with team members to develop strategies for optimizing call handling and resolution times.
- Implemented proactive communication techniques to address potential customer concerns before they became critical issues.
- Managed escalated calls effectively, resolving complex issues while maintaining a high level of professionalism and empathy.
- Developed comprehensive reports on contact center performance metrics, guiding management in making informed decisions.
- Enhanced customer satisfaction by providing timely and effective solutions to contact center inquiries.
Kiosk Operator
Tyme Capital
10.2016 - 01.2018
- Handled customer complaints professionally, resolving issues quickly to preserve positive brand reputation.
- Managed cash transactions for sales, ensuring accurate accounting and balanced registers.
- Conducted regular maintenance checks on kiosk equipment, troubleshooting issues and facilitating repairs when necessary.
- Contributed to achieving sales targets through upselling techniques and personalized recommendations based on customer preferences.
General Assistant
Galaxy Grill The Bridge
08.2013 - 07.2014
- Supported daily operations, ensuring smooth workflow and increasing overall productivity.
- Enhanced customer satisfaction with timely response to inquiries and resolving issues promptly.
- Fostered a positive work environment through proactive problem-solving approaches.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Education
Associate of Arts - Work For Living Programme
Work For Living
04.2001 -
Associate of Arts - Office Aministrator
Work For Living
Gqeberha 04.2001 -
Associate of Arts - ICT Computer Litecy
Nelson Mandela University
Gqeberha 04.2001 -
High School Diploma -
Douglas Mbopa
Grade 12 04.2001 -
Skills
Complaint handling
Workforce management
Innovation and creativity
Stress tolerance
Coaching and mentoring
Customer communications
Contact center metrics
Script adherence
Customer support
Timeline
Contact Center Consultant
Isonxperiences
07.2019 - Current
Kiosk Operator
Tyme Capital
10.2016 - 01.2018
General Assistant
Galaxy Grill The Bridge
08.2013 - 07.2014
Associate of Arts - Work For Living Programme
Work For Living
04.2001 -
Associate of Arts - Office Aministrator
Work For Living
04.2001 -
Associate of Arts - ICT Computer Litecy
Nelson Mandela University
04.2001 -
High School Diploma -
Douglas Mbopa
04.2001 -