Chantell Stanley
Hamilton
Summary
I am experienced Customer Service Call Center Agent with strong background in customer service and communication. Adept at resolving issues efficiently and maintaining customer satisfaction. Strong team collaborator with focus on achieving results and adapting to changing needs. Skilled in active listening, problem-solving, and using CRM software effectively. Dependable and results-oriented with passion for delivering quality service.
Overview
19
19
years of professional experience
Work History
Customer Service Call Center Agent
Nedbank
04.2006 - 10.2024
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Exceeded daily call centre metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Assisted in training new hires on company policies, systems, and call handling procedures to ensure seamless integration into the team.
- Participated in regular team meetings to discuss performance metrics, share insights, and foster a collaborative work environment.
- Recognized as a top performer among peers due to consistently exceeding expectations for call quality and customer satisfaction scores.
- Followed up on open cases, ensuring timely resolution and customer satisfaction throughout the process.
- Emphasized a customer-centric approach in all interactions by placing their needs and expectations at the forefront of each call.
- Provided timely feedback on product-related issues encountered by customers to inform improvements in product design or documentation.
- Stayed up-to-date on industry trends and advancements in customer service technology to provide informed recommendations for operational enhancements.
Education
Certificate in Banking 120 Credits NQF Level 5
Chartell College
South Africa01-2016
Banking FIAS RE1
Moonstone College
South Africa01-2011
Compliance & Risk
Millpark College
South Africa01-2011
Diploma in Secretarial & Computer Studies
ICESA College
South Africa01-2001
Sparks Estate Senior Secondary School
South Africa12-1999
Skills
- Customer communications
- Appointment setting
- Data entry
- Problem-solving skills
- Calm under pressure
- Data management
- Microsoft office
- Providing customer support
- Appointment scheduling
- Proficient in Ms Excel, Ms Word, Outlook,Power-Point,CRM& SAP
Timeline
Customer Service Call Center Agent
Nedbank
04.2006 - 10.2024
Certificate in Banking 120 Credits NQF Level 5
Chartell College
Banking FIAS RE1
Moonstone College
Compliance & Risk
Millpark College
Diploma in Secretarial & Computer Studies
ICESA College
Sparks Estate Senior Secondary School
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