Johannah Ramela

Highly skilled and target-driven Call Centre & Customer Support Professional with 8+ years of experience across international BPO operations, education administration, and corporate customer care. Proven track record of managing high-volume inbound/outbound environments, processing compliance-heavy registrations, and resolving complex client escalations. Highly adaptable to 100% remote, hybrid, or structured on-site corporate environments.

Recognized for maintaining exceptional CRM database accuracy and consistently exceeding customer satisfaction (CSAT) metrics.

Call Centre Customer Service & Sales Agent - SPARK Schools

(2022-01 - 2025-06)

• Delivered premium front-line telephonic and email support to clients, ensuring swift query resolution and high satisfaction.
• Managed the end-to-end student enrolment pipeline, processing applications with strict legal and administrative compliance.
• Handled high-level customer escalations, fee complaints, and account adjustments professionally.
• Maintained absolute data integrity on the internal CRM system, issuing official letters and tracking student intake.
• Collaborated daily with finance and cross-functional teams to ensure smooth collections and query handovers.
• Consistently exceeded weekly service level agreements (SLAs) and target key performance indicators (KPIs).

Call Centre Customer Care Agent - Cell C

(2015-04 - 2020-10)

• Managed heavy volumes of inbound and outbound customer enquiries within a fast-paced telecommunications environment.
• Conducted deep root cause analysis for complex account and technical issues, escalating to specialized departments when necessary.
• Provided critical support to Sales, Upgrades, and Retention business units to secure customer accounts and process activations.
• Logged precise, detailed records of all client interactions within the company CRM database to maintain data continuity.
• Maintained strict adherence to call quality frameworks, talk-time targets, and first-contact resolution (FCR) standards.

Customer Sales Support Agent - STME Solutions

(2010-07 - 2011-12)

• Processed B2B and B2C customer orders via telephonic channels and walk-ins, coordinating warehouse packing and logistical dispatch.
• Resolved complex delivery discrepancies and order tracking issues to maintain client trust.

Cashier & Customer Assistant - Pick n Pay

(2011-12 - 2012-01)

• Delivered efficient point-of-sale transactions and assisted with customer checkout enquiries during peak seasonal periods.

Diploma - Law - University of South Africa (UNISA)

National Senior Certificate - Matric - Alberton High School