Sandisiwe Dyonta

Detail-oriented and customer-focused Customer Service Agent with 8+ years' experience in contact centre and retail environments. Proven ability to handle high-volume inbound queries while maintaining accuracy and adherence to SOPs. Skilled in First Contact Resolution, complaint management, and quality assurance. Committed to delivering professional service and meeting performance targets in fast-paced environments.

Customer Service Agent - Tenacity Financial Services – Pepkor Group

(2021-01 - 2023-12)

• Handled 70-90 inbound customer queries daily via phone and email, maintaining 90%+ FCR rate.
• Resolved account, product, and service-related complaints in line with SOPs and departmental SLA standards
• Accurately captured query dispositions and updated CRM systems to ensure data integrity.
• Escalated complex/crisis cases to management promptly to minimize risk and improve customer outcome.
• Achieved consistent QA scores by following departmental templates and process guidelines.
• Maintained 100% adherence to workforce schedule and shift requirements.

Sales Agent - Tenacity Financial Services – Pepkor Group

(2024-01 - 2025-12)

• Consistently exceeded monthly sales targets through effective customer needs analysis and product recommendations, ranking in top of sales team for 3 consecutive months.
• Maintained 98% accuracy in customer documentation and KYC compliance.
• Improved lead-to-account conversion rate by implementing structured customer objection handling and follow-up processes.
• Achieved 95% QA score on recorded sales calls while maintaining average call handling time of under 8 minutes, balancing efficiency with compliance.

Matric Certificate - Joe Slove High School (2011)