Summary
Overview
Work history
Education
Skills
References
Timeline
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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
05.2023 - 01.2025
  • 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
10.2021 - 05.2023
  • 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
01.2016 - 01.2020

Foundation Diploma -

New College
Swindon
01.2015 - 01.2016

Master of Arts - Design

DeMontfort University
Leicester
01.2023 - 01.2025

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
05.2023 - 01.2025

Master of Arts - Design

DeMontfort University
01.2023 - 01.2025

Customer Service Advisor & Sales Agent

Woven
10.2021 - 05.2023

Bachelor of Arts - Art

UWE
01.2016 - 01.2020

Foundation Diploma -

New College
01.2015 - 01.2016

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Dewald Tshuma