Customer Service & Call Centre ProfessionalCustomer Service & Call Centre Professional
Dudzai
$1,000
per month
($6/hour)
Profile Description
Customer Service and Call Centre Professional with over 12 years of experience in customer support, sales, quality assurance and team leadership. Skilled in handling inbound and outbound calls, resolving customer enquiries and complaints, building strong customer relationships, and achieving performance targets. Experienced in call monitoring, agent coaching, customer retention and CRM systems. A reliable, adaptable and hardworking professional with strong communication and problem-solving skill...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Human Resources
Sales & Business Development
Specialized Skills
Virtual Assistance & Admin
Work Experience
Call Centre Quality Assessor
Intellicell
Oct 2021 - Present
Job Responsibilities:
Monitored and evaluated customer service calls to ensure quality standards and company procedures were followed. Assessed agents' communication skills, call handling, accuracy and professionalism. Identified areas for improvement and provided feedback and coaching to agents. Ensured compliance with company policies, scripts and service standards. Prepared quality reports and identified trends...
Call Centre Sales Team Manager
Intellicell
Oct 2019 - Oct 2021
Job Responsibilities:
Lead and motivate a sales team to achieve revenue and performance targets. • Set sales goals, develop strategies and monitor individual and team performance. • Provide coaching, training and ongoing support to sales representatives. • Monitor KPIs, call quality and adherence to sales processes and company procedures. • Analyse sales data and prepare performance reports for senior management. • Man...
Sales / Customer Care Team Leader
Intellicell
Jan 2017 - Sep 2019
Job Responsibilities:
Supervise and support sales representatives in a customer-focused call-centre environment. • Set team targets and monitor performance against KPIs and sales objectives. • Monitor call quality and provide coaching and feedback to improve customer interactions. • Resolve customer and operational issues escalated by agents. • Ensure adherence to scripts, procedures, service standards and company poli...
Sales & Customer Care Consultant
Intellicell
Jan 2014 - Dec 2016
Job Responsibilities:
Build and maintain customer relationships while driving sales and delivering professional customer service. • Answer customer enquiries, provide product and service information and resolve routine issues. • Identify sales opportunities and recommend suitable products or services. • Upsell and cross-sell products where appropriate while focusing on customer needs. • Maintain accurate customer recor...
Quick Stats
Certifications
Education
Certificate
UNISA
2018 - 2019