Employee Relations Customer Care
Resume:
Lilian Chonco
Lilian Chonco
adhc56@r.postjobfree.com
Address
Peacvelly
PlessisLear
Pietermaritzburg
P.O.Box 697
Phone
Date of birth
Nationality
South African
Link
LinkedIn: lilianchonco
OBJECTIVE
Talented individual with extensive customer experience, critical reasoning, and exceptional organization skills.
Highly organized individual with excellent communications and interpersonal skills
Natural leader with strong interpersonal and motivational skills
Highly organized individual with strong people skills, excellent communication and follow- through skills to see cases through to resolution.
A dedicated, calm and proactive customer care agent with an aptitude to interact with English and Zulu-speaking customers.
A consistent and organized individual with knowledge of Excel, Word, Outlook, and ability to learn quickly
Team building, leadership, motivation, and mentorship
Talent development and career progression
Team organization and scheduling
Employee relations and communications across diverse lines
Staff performance management and monitoring
One-on-one performance coaching and personnel development
Collaboration and communication in a cooperative environment
Succession planning and individual development
Critical thinking and decision-making
EXPERIENCE
Pietermaritzburg
January 2010 -June 2010
Call Center Agent
The Unlimted
handle customer inquiries
manage and resolve customer complaints
provide customers with product and service information
enter new customer information into system
update existing customer information
process orders, forms and applications
identify and escalate priority issues
route calls to appropriate resource
follow up customer calls where necessary
document all call information according to standard operating procedures
complete call logs
produce call reports
Consistently met my short and long-term targets.
Durban
July 2010-February 2011
Sales Executive
Equip 2 Call
Conduct market research to identify selling possibilities and evaluate customer needs
Actively seek out new sales opportunities through cold calling, networking and social media
Prepare and deliver appropriate presentations on products and services
Negotiate/close deals and handle complaints or objections
Collaborate with team members to achieve better results
Gather feedback from customers or prospects and share with internal teams
Consistently met my short and long-term targets.
Durban
March 2011-December 2011
Team Leader
Legacy Contact Centre
IN charge running and managing the call center daily
Set targets for all other call center agents to meet up with
Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
Facilitate and organize training session for all agents and participate in recruitment of new call center agents
Conduct regular review of all call center agents performance and organize training sessions for under performers
Submit regular reports to management and seek new ideas and strategies to improve performance at the center
Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Consistently met my short and long-term targets.
Randburg
January 2012-December 2015
Call Center Manager
ASM Communications And Training Solutions
Handling Complaints And Queries
Sales: I Had To Also Meet My Targets
Consistently met my short and long-term targets.
Handled customer complaints with empathy and composure.
Hire, train and onboard new Call Center Agents
Provide coaching and assistance to call center agents on an ongoing basis
Process weekly sales leads reports for submission to management
Oversee and ensure conflict resolution between associates and customers
Ensure that all employees follow the company's best practices for call center management and operations
Develop presentations and talks to motivate and educate call center agents
Communicate company goals to associates so every employee understands his or her role
Pietermaritzburg 390 Local Office
January 2016-August 2018
Grant Administrator
South Africa Social Security Agency
Effectively render Social Security services, screening and completing customer checklists, receive applications in terms of the relevant act;
Attended to social grant related queries to prevent litigation;
Prepared statistical performance templates; Review all identified grants in terms of the Act and Regulations;
Prepare and process grants on SOCPEN; Assist in completion of projects and prepare recommendations for management.
Queue Walking
Issuing Child Support/Old Age /Disability And Foster Care Grants Affidavits
Issuing Proof of Grants
Preparing Statistical Performance Templates
Screening Application For Direct Deductions: Un Authorized
Filling And Batching Of Files
All Types of Manual Applications
File Reconstruction Project
Enrollments Department
Pietermaritzburg
August 2018-February 2019
Call Center Supervisor
Business Communicator And Training Solutions
Handled customer complaints with empathy and composure.
Consistently met my short and long-term targets.
Proactively participated in meetings and helped create new practices.
Training New Employees
Assist in the formulation of targets for individuals and teams
Hire and onboard new employees
Answer questions from staff and provide guidance and feedback
Anticipate escalation and take over calls when needed
Devise ways to optimize procedures and keep staff motivated
Measure performance with key metrics such as call abandonment, calls waiting etc.
Ensure adherence to policies for attendance, established procedures etc.
Keep management informed on issues and problems
Prepare monthly/annual results and performance reports
Pietermaritzburg
March 2019
2019
Financial Advisor
Metropolitan
Consistently met my short and long-term targets.
Financial planning and support to clients in order to help clients achieve their financial goals.
Assisted clients maintain their current assets and portfolios and assist with obtaining additional assets as necessary/desired.
Handled customer complaints with empathy and composure.
Pietermaritzburg
September 2019
Present
Call Center Manager
Business Solutions
Hiring, training, coaching, and leading call center representatives
Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Taking on other tasks or projects to support employees, other managers, and call center operations.
Consistently met my short and long-term targets.
Handled customer complaints with empathy and composure.
Proactively participated in meetings and helped create new practices.
EDUCATION
Pietermaritzburg
2009
Metric
Eastwood Senior Secondary
Durban
2012
Bachelor Of Psychology
CTI Group ( Midrand Graduate Institute
Due to Financial Constraints, I was not able to finish my Degree
Pietermaritzburg
2015
Industrial And Organizational Psychology
UNISA
Due to financial constraints i was not able to continue with my studies
SKILLS
Listening
Communication
Rapport Building
Great Memory
Collaboration
The Art Of Persuasion
Adaptability
Resilience
Objection Handling
Public Speaking
Customer Service
Teamwork
Problem Solving
Punctuality
Learnability
Agility
Empathy
Creativity
Negotiations
LANGUAGES
Isizulu
Advanced
English
Advanced
Swahili
Intermediate
Afrikaans
Elementary
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