Phumla Dzena

Currently unemployed. My recent job title was have a call center agent Inbound where I worked for 8 months. My responsibilities included assisting clients with their queries regarding their existing home loan accounts, cancelation of their bonds. Updating them on their new monthly payments. Escalating customer queries to relevant departments. I loved being an agent, I learnt how to multi-task and gradually improved my communication skills and also time management.

Before working as call center agent, I worked as a Call admin for an IT company. Where I was assigning calls to field technicians, updating calls. Communicating with clients regarding ETAs and monitoring SLAs. This role helped me develop my customer service skills and become more confident in a team oriented environment. 

I also have experience as a receiving and returns clerk at a warehouse. Where I offloading stock into the DC, verifying POs and receiving it into the computer system. This role taught me how to interact with clients face to face. 

Position :Call centre agent

Company : FNB

Duration :2022/07/01- 2023/02/28

2. Position : Helpdesk Administrator Company :TCM

Duration : 2017/11/07- 2022/06/30

3. Position: Receiving Clerk           Company : Takealot.com

Duration :2016/09/16-2017/11/07

National Diploma in Information Technology  completed 2014 at Walter Sisulu University

Matric completed 2010 at Lamplough Senior Secondary School