Dewald Tshuma
Swindon,West Sussex
Summary
Accomplished professional with extensive expertise in Microsoft Office, CRM software (Zendesk, TPoint & Mitel), and technical knowledge. Demonstrates exceptional professional telephone and email demeanor, remote teamwork capabilities, and proficiency in complaint resolution and problem solving. Skilled in live chat operation and order management, aiming to leverage these competencies to enhance operational efficiency and customer satisfaction.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
Work history
Customer Care Agent
Ventrica
Swindon
2023.05 - 2025.01
- Managed customer delivery and order inquiries, utilising CRM and order management software for issue resolution.
- Communicated with customers via live web chat, emails, and telephone calls.
- Prepared quotes in [Software], achieving [Number]% lead conversion through timely follow-ups.
- Educated customers on product benefits, contributing to [Number]% sales increase within [Timeframe].
- Executed outbound calls for special promotions, generating £[Number] in additional income.
- Achieved daily, weekly, and monthly quotas while maintaining CSAT and QA targets.
- Resolved customer issues with [Number]% first call resolution, ensuring high satisfaction rates.
Customer Service Advisor & Sales Agent
Woven
2021.10 - 2023.05
- I've worked in 5 separate campaigns (Molton Brown, Vision Express Inbound, RAC, Vision Express Outbound & Clarks) under different job titles and responsibilities.
- Managed bookings for customers' eye check-up appointments.
- Handled customer delivery and order inquiries, resolving issues both online and in-store using CRM software and order management software.
- Consistently achieved quota, CSAT, and QA targets on a daily, weekly, and monthly basis.
- Met KPIs in sales campaign.
- Communicated with customers through live web chat, emails, and telephone calls.
Education
Bachelor of Arts - Art
UWE
Bristol 2016.01 - 2020.01
Foundation Diploma -
New College
Swindon 2015.01 - 2016.01
Master of Arts - Design
DeMontfort University
Leicester 2023.01 - 2025.01
Skills
- Microsoft Office
- CRM software (Zendesk, TPoint & Mitel)
- Technical knowledge
- Professional telephone & email demeanor
- Remote teamwork
- Complaint resolution
- Problem solving
- Live Chat Operation
- Order Management
- Billing systems usage
- Online support tool proficiency
- Service level agreement understanding
- Crisis management capability
- Sales techniques
References
upon request
Timeline
Customer Care Agent
Ventrica
2023.05 - 2025.01
Master of Arts - Design
DeMontfort University
2023.01 - 2025.01
Customer Service Advisor & Sales Agent
Woven
2021.10 - 2023.05
Bachelor of Arts - Art
UWE
2016.01 - 2020.01
Foundation Diploma -
New College
2015.01 - 2016.01