Phylis Jiri
Mutare
Summary
Dynamic call center representative with proven ability to resolve customer inquiries swiftly. Skilled in managing high call volumes while maintaining exceptional service quality.
Overview
5
5
years of professional experience
Work History
Call Center Representative
FX Net Trading
Capetown
06.2017 - 10.2017
- Assisted team members in managing high call volumes during peak hours.
- Provided product information to enhance customer understanding and satisfaction.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Updated customer accounts, addresses and contact information within call management databases.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Offered resolutions to de-escalate calls and solve customer issues.
Call Center Representative
OPTEK
Cape Town
12.2016 - 03.2017
- Handled customer inquiries and resolved issues using CRM software.
- Provided product information to enhance customer understanding and satisfaction.
- Developed effective working relationships with team members across multiple departments.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments and complaints.
Call Center Representative
Sell Direct Marketing
Cape Town
10.2014 - 05.2016
- Resolved customer inquiries and issues efficiently using CRM software.
- Provided detailed product information to enhance customer understanding.
- Documented customer interactions accurately for future reference.
- Assisted team members with high call volumes during peak hours.
- Answered incoming calls, addressing product inquiries and billing questions effectively.
- Maintained professionalism while interacting with customers via phone or email.
- Delivered knowledgeable service to every customer, ensuring satisfaction and trust.
Call Center Representative
Mindpearl
Cape Town
04.2013 - 12.2013
- Enhanced customer understanding through detailed product information dissemination.
- Managed customer expectations by identifying needs and recommending suitable products.
- Conducted follow-up calls to ensure resolution of customer inquiries.
- Delivered prompt, friendly service for routine questions and complaints.
- Engaged customers regarding service upgrades and account modifications.
- Mentored junior team members while fostering positive employee relationships.
- Exceeded daily credit card application targets consistently.
- Led support teams across multiple time zones to provide exceptional customer service.
Education
High School Diploma -
Dadaya High School
Zvishavane 11-2005
Some College (No Degree) - Culinary Arts
Rainbow Towers Culinary School
Harare ZimbabweSkills
- CRM software
- Call management
- Customer support
- Data analysis
- Record keeping
- Customer relations
Timeline
Call Center Representative
FX Net Trading
06.2017 - 10.2017
Call Center Representative
OPTEK
12.2016 - 03.2017
Call Center Representative
Sell Direct Marketing
10.2014 - 05.2016
Call Center Representative
Mindpearl
04.2013 - 12.2013
High School Diploma -
Dadaya High School
Some College (No Degree) - Culinary Arts
Rainbow Towers Culinary School