Chantel Swartz

Supervisor and Coordinator at CSG Group (2024-03 – 2025-02)

Supervised daily operations of the customer service team in Cape Town, ensuring high standards of service delivery and team performance.
Coordinated scheduling and workload distribution to optimise staff availability and efficiency.
Implemented process improvements based on customer feedback to enhance service quality and operational workflows.
Facilitated training and development sessions for staff to improve customer interaction skills and product knowledge.
Liaised between management and frontline staff to communicate company policies and resolve operational challenges effectively.
Liaised with cross-functional departments to streamline communication channels and support effective resolution of customer issues.
Developed and maintained comprehensive operational documentation to standardise procedures and maintain consistency in service delivery.
Managed escalation of complex customer queries and ensured swift resolution to uphold customer satisfaction.

Insurance Advisor at Huntswood ESURE Campaign (2023-03 – 2023-06)

Responded promptly and professionally to customer inquiries via phone, email, and live chat to ensure a positive customer experience.
Maintained detailed records of customer interactions and transactions using CRM software to ensure accurate and up-to-date information.
Assisted customers in navigating company products and services to enhance their understanding and satisfaction
Educated customers on the benefits and coverages of various insurance products to support informed decision-making.
Built and maintained strong relationships with customers to foster trust and encourage policy renewals.
Conducted risk assessments and provided recommendations to minimise clients' potential financial losses.

Customer Service Agent at Virgin Active (2017-10 – 2019-02)

Resolved customer issues efficiently while maintaining a courteous and professional demeanour to ensure high levels of customer satisfaction.
Utilised CRM systems to accurately document customer interactions, enabling personalised service and follow-ups tailored to individual customer needs.
Managed escalation of complex customer queries and ensured swift resolution to uphold customer satisfaction.
Processed customer requests and transactions efficiently while adhering to company policies and quality standards.

Senior Associate at WNS British Gas (2017-02 – 2017-09)

Liaised with cross-functional departments to streamline communication channels and support effective resolution of customer issues
Maintained detailed records of customer interactions and transactions using CRM software to ensure accurate and up-to-date information.
Managed escalation of complex customer queries and ensured swift resolution to uphold customer satisfaction.
Liaised between management and staff to communicate company policies and resolve operational challenges effectively.

Facilitator at NQF LEVEL 5. IEB (2003-01 – 2003-09)

Mastering effective communication techniques to engage learners from diverse backgrounds
Developing skills to create a supportive and inclusive classroom environment
Enhancing abilities to manage group dynamics and encourage teamwork
Applying instructional strategies to adapt training to various learning styles
Utilising practical demonstrations to reinforce theoretical concepts
Implementing strategies to facilitate conflict resolution among participants to maintain a constructive learning atmosphere

Assessor at NQF LEVEL 5. IEB (2003-01 – 2003-09)

Utilising feedback mechanisms to support learner development and address challenges
Applying effective techniques for both formative and summative assessments
Understanding regulatory and ethical standards in learner assessment practices
Managing record-keeping and reporting of assessment outcomes in compliance with educational guidelines
Developing comprehensive assessment criteria to evaluate learner knowledge and skills accurately
Designing and administering examination papers that accurately measure learner comprehension and skills

Experience