Manager Service Representative
Resume:
Curriculum Vitae of Kershia Barnard
Passionate, loyal, humble, positive, patient, principled and disciplined are attributes that describe me. I am young, energetic and exert myself wholeheartedly when it comes to accomplishing set goals. I am a dedicated individual that responds positively when under pressure or when given a challenge. I am a fast learner and I strive to perfect every task that I am faced with. I am also an articulate communicator and I work very well with people and as part of a team because I have been part of team. I strive for continued excellence; I can converse on all levels.
I am a person who is always willing to gain more experience, and I adapt well to change given the opportunity.
Personal details
Name
:
Kershia Lyrice Barnard
:
adh14y@r.postjobfree.com
Address
:
50 A Albacore Crescent Newlands East
Location
:
Durban, Kwazulu-Natal, South Africa
Contact number
:
Alternate contact number
:
Age
:
28
Gender
:
Female
Identification number
:
Has driving license
:
Code B
Current Position
Technical/Fibre Consultant :From 05-12-2016
Type of employment :Full Time
Location :Durban, South Africa
Duties/responsibilities :
oDeliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
oInteract with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
oGather customer’s information and determine the issue by evaluating and analyzing the symptoms;
oDiagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
oResearch required information using available resources;
oFollow standard processes and procedures;
oIdentify and escalate priority issues per Client specifications;
oRedirect problems to appropriate resource;
oAccurately process and record call transactions using a computer and designated tracking software;
oOffer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
oOrganize ideas and communicate oral messages appropriate to listeners and situations;
oAssist with First Line Fibre Support.
oFollow up and make scheduled call backs to customers where necessary;
oStay current with system information, changes and updates
Work History
Real Time Administrator
Period :From 17-02-2014 – 05-12-2016
Type of employment :Temporary
Location :Durban, South Africa
Duties/responsibilities :
oResponsible for managing all intraday management processes in support of operations to achieve the business objective of achieving business service level objectives and maximizing efficiency and occupancy.
o Contribute to consistently achieving service level goals by real-time management of call center resources. Providing leadership teams with timely, accurate reports on intraday performance and impacts.
oAttend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks.
oMonitor real-time adherence to schedules for call center associates.
oRecommend overtime or downtime based on day of performance.
oProvide day of impact analysis for outages, staffing shortages, and other unplanned events.
oApprove real-time request for offline events.
oAdministration of intraday schedule changes.
oPerform other duties and assignments as directed
Work History
Customer service representative, Cell C
Period
:
From March 2011
Type of employment
:
Temporary
Location
:
Durban, South Africa
Duties responsibilities
:
oEnsures all oral and written communication, including email, internet research and data capturing.
oConsistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards.
oOffers a solution-based approach to all customer interactions tailored to the needs of the individual customer.
oResponds to all customers with willingness and appropriate tone and language.
oEnsures follow-up action is taken when necessary and provides feedback to the customer.
Educational History
Matric (passed with Diploma)
Year completed
:
2009
Education level
:
Matric
Final year subjects
:
Mathematics
Afrikaans
English
Computer Studies
Accounting
Life Orientation
Business Studies
Institution
:
Meadowlands Secondary
Location
:
Durban, South Africa
Skill set
Skill
Year last used
Competency
Experience
M- Word/PowerPoint
Current
Extensive
2 - 7 years
Excel
Current
Extensive
2 - 7 years
Data capturing
Current
Expert
2 - 7 years
oProper phone etiquette;
oAbility to speak and write clearly and accurately;
oDemonstrated proficiency in typing and grammar;
oKnowledge of relevant software computer applications and equipment;
oKnowledge of customer service principles and practices;
oEffective listening skills;
oWillingness to co-operate with others and work to the greater good;
oMulti-tasking capabilities
Interest/Hobbies
oCooking/Baking
oSocializing
oMusic
References
Miss Bonisiwe Gina
Contact number
:
:
adh14y@r.postjobfree.com
Reference type : Previous Supervisor
:
Work
Mr. Jerome Naidoo
Contact number
:
Name : Jerome
:
adh14y@r.postjobfree.com
Reference type
:
Call Centre Manager
Mr. Jared Naidoo
Contact number
:
Name
:
Jared
Reference type
:
Supervisor Manager
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