Jessica Phiri
Student
Brasov,BV
Summary
Adept at navigating complex customer queries, I enhanced satisfaction levels at Betty by employing exceptional problem-solving and active listening skills. My tenure in call center operations and as a part-time preschool teacher showcases my adaptability and commitment to excellence, achieving significant improvements in customer service metrics. Focused on improving call center times and quality of service with data-driven and hands-on approach. Attentive to customer behaviors and preferences and knowledgeable about teaching representatives to maintain good control and enhance customer satisfaction. Good recordkeeping and report writing abilities.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
Call Center Agent
Betty Sikana
Lusaka, Zambia
03.2022 - 10.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Addressed customer account discrepancies and concerns.
Call Center Agent
Chikonde
04.2021 - 12.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Part Time Pre School Teacher
Mr Elias
Lusaka, Zambia
01.2020 - 02.2021
- Developed positive rapport with students of various and diverse backgrounds.
- Continuously updated professional knowledge by attending conferences, workshops, and relevant training sessions, ensuring most current practices were utilized in classroom setting.
- Enhanced classroom management skills, resulting in more focused and productive learning environment.
- Created study guides, research materials and syllabi for students.
- Developed strong relationships with parents, leading to increased involvement in their child's education.
- Developed communicative relationships with students and parents to support learning.
Education
Associate of Science - Business Administration And Management
TRANSILVANIA UNIVERSITY OF BRASOV
BRASOV, ROMANIA 10.2024 - 11.2027
Associate of Arts - BACHELOR'S OF LAW
UNIVERSITY OF ZAMBIA
LUSAKA,ZAMBIA 02.2024 - 02.2024
Skills
Problem-solving skills
Timeline
Associate of Science - Business Administration And Management
TRANSILVANIA UNIVERSITY OF BRASOV
10.2024 - 11.2027
Associate of Arts - BACHELOR'S OF LAW
UNIVERSITY OF ZAMBIA
02.2024 - 02.2024
Call Center Agent
Betty Sikana
03.2022 - 10.2022
Call Center Agent
Chikonde
04.2021 - 12.2021
Part Time Pre School Teacher
Mr Elias
01.2020 - 02.2021
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