Summary
Overview
Work History
Education
Skills
Timeline
Generic
Siyanda Galada

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 -
Siyanda GaladaContact Center Agent