Open to opportunities

Innocentia Zwane

@innocentiazwane

Message

Dedicated customer service representative with strong problem-solving skills.

South Africa

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated Customer Service Representative with extensive experience in assisting clients and resolving inquiries. My journey in customer service has equipped me with the skills to handle high volumes of calls while maintaining a cheerful demeanor, ensuring customer satisfaction and retention. I pride myself on my ability to listen carefully, research accurate answers, and escalate issues when necessary, all while documenting interactions for future reference.

Throughout my career, I have worked in various roles, including as a Billing and Retentions Specialist and an Airline Customer Service Representative. In these positions, I have successfully resolved customer complaints, educated clients about services, and provided insightful solutions to enhance their experience. My attention to detail and proactive approach have consistently helped me meet performance targets and exceed customer expectations.

With a strong background in administration and reception, I am skilled at multitasking and managing time effectively. I am passionate about creating a friendly environment that minimizes complaints and fosters positive interactions. I am eager to bring my expertise in customer service to a new role where I can continue to make a difference.

Experience

Work history, roles, and key accomplishments

Current

Airline Customer Service Representative

Current

Webhelp UK

Dec 2023 - Present (1 year 6 months)

Answered inbound calls, resolved customer inquiries, and provided essential travel information. Assisted clients with reservations, documentation, and traced lost baggage, ensuring high customer satisfaction.

Customer Service Inbound Conflict Resolution Baggage Tracing CRM Software

Billing and Retentions Specialist

Merchants

Dec 2021 - Dec 2023 (2 years)

Handled inbound calls, resolved billing inquiries, and de-escalated customer complaints using specialized communication techniques. Documented interactions in CRM, offered products, and managed customer accounts to maximize retention.

Billing Customer Retention De Escalation Techniques CRM Upselling Customer Support Problem Solving Account Management

Parts Warehouse Administrator and Receptionist

BHBW

Nov 2020 - Dec 2021 (1 year 1 month)

Managed incoming calls, processed correspondence, and maintained filing systems and databases. Handled general office tasks, greeted visitors, and scheduled appointments for a 16-member team.

Administrative Support Data Entry Microsoft Office Calendar Management Communication

Supervisor

Ackermans

Mar 2019 - Nov 2020 (1 year 8 months)

Planned store operations, communicated with customers, and enforced cash handling policies to minimize shrink. Led staff meetings, motivated employees to increase sales, and prepared financial and productivity reports.

Team Leadership Sales Management Loss Prevention Financial Reporting Staff Training

Call Center Administrator

Training Force

Mar 2018 - Mar 2019 (1 year)

Entered and updated customer data, listened to feedback, and navigated multiple systems for information. Managed workload by prioritizing tasks and staying updated on products, services, and promotions.

Data Entry Customer Management Call Center Operations Navigation Time Management Customer Service Account Updates

Volunteer

J Dumane Public Clinic

Feb 2017 - Mar 2019 (2 years 1 month)

Educated youth on safe sex and HIV awareness, assisted patients with information and forms, and promoted safety for children with disabilities. Organized and participated in health talks, researching barriers to health service access.

Community Outreach Public Speaking Research Relationship Building Youth Development

Education

Degrees, certifications, and relevant coursework

LETHULWAZI COMPREHENSIVE

Matric, General Studies

Completed high school education, obtaining the Matric certificate. Focused on foundational subjects to prepare for further studies or vocational training.

TRAINING FORCE

NQF Level 2, Contact Center Operations

Completed a National Qualifications Framework Level 2 program focused on contact center operations. Gained foundational skills in customer service and call handling.

TEACHER RECORD

TEFL 120 hours, English Language Teaching

Completed a 120-hour TEFL certification program, acquiring skills and methodologies for teaching English to non-native speakers. Prepared for a career in international English language education.