Surprise Ramodisa
Customer Service and Quality Assurance Professional
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About
Dedicated Customer Service and Quality Assurance Professional with over 5 years of experience in call centre operations, quality analysis, and customer support. Skilled in ensuring compliance with quality standards, resolving customer queries efficiently, and coaching teams to improve performance. Highly adaptable, disciplined, and driven to exceed organizational goals.
Experience
Customer Service Specialist - Heycarter
(2025-10)
- Assisting with test drive
- Finance application
- Giving feedback to the client
- Ensuring customer satisfaction
- Coordinating with sales and service department for seamless customer experience
Quality Analyst - Exclusive Essentials
(2025-03 - 2025-08)
- Validated data accuracy and compliance disclosures
- Provided coaching feedback to improve agent performance
- Supported calibration sessions with stakeholders
International Agent - Catch Consultancy (Pty) Ltd
(2024-10 - 2025-02)
- Delivered international customer service aligned with standards
- Handled escalations and ensured client satisfaction
Quality Analyst - Ison Xperiences
(2021-03 - 2024-01)
- Reviewed agent submissions for accuracy and compliance
- Ensured required disclosures were made to customers
- Provided coaching and maintained customer focus
Coaching – Training Department - Ison Xperiences
(2020-08 - 2021-03)
- Assisted in training and coaching new hires
- Monitored performance and provided feedback
Call Centre Agent (Prepaid) - Altron Bytes
(2018-09 - 2020-08)
- Answered inbound calls within target response times
- Resolved customer queries ensuring First Call Resolution
- Escalated unresolved issues with accurate data capture
Education
Higher Certificate - Grade R Teaching - University of South Africa (2018)
Matric - Makhaka Senior Secondary School (2013)
