AMINA MOLOI
DURBAN,KwaZulu Natal
Summary
I am an incredibly determined individual, who is hardworking, confident, dependable. I am responsible and enthusiastic about delivering outstanding quality and service. I am a Friendly and efficient customer service team member devoted to maximising customer satisfaction with exceptional service and support. I am a very resolute administrator with experience in achieving tangible results and cross-team collaboration. Initiative taking and excited to partner with like-minded individuals to achieve goals. I am always willing to go an extra mile to learn new things and gain as much knowledge as I can. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
10
10
years of professional experience
Work History
Lead Associate
WNS Global Service
Umhlanga Ridge, Cornubia, Durban
09.2022 - Current
- Mentored junior associates, providing guidance on best practices and professional development opportunities.
- Coordinated weekly meetings for internal groups.
- Initiated timely response to emails, voicemails, and written correspondence.
- Maintained team flexibility and embraced change to adapt within dynamic markets.
- Built strong relationships with clients through exceptional customer service skills which led to repeat business opportunities over time.
- Built strong relationships with customers through positive attitude and attentive response.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Evaluated team member performance regularly, providing constructive feedback for continuous improvement.
- Established clear lines of communication between team members for better collaboration and overall efficiency.
- Improved team productivity by streamlining workflow processes and implementing efficient project management practices.
- Mentored and guided employees to foster proper completion of assigned duties.
- Increased customer service success rates by quickly resolving issues.
- Volunteered to help with special projects of varying degrees of complexity.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Administrator
One Stop Security
DURBAN
01.2022 - 09.2022
- Consulted with customers, addressed enquiries, answered billing questions to provide outstanding customer care
- Maintained impeccable office organization to support efficiency, professionalism, and performance objectives
- Managed client communications by answering phones and corresponding through email
- Sent out invoicing to clients monthly
- Entered data into the cash book
- Paid wages to office staff
- Operated and maintained various office machinery such as printers, fax machines and photocopiers.
Customer Services Agent
CCI
DURBAN
10.2021 - 01.2022
- Managed objections and disputes to maximise sales
- Offered clients product advice, increasing customer satisfaction
- Consistently went extra mile to achieve customer satisfaction
- Built meaningful connections with customers to promote customer loyalty
- Recorded and processed call information, helping to strengthen quality of customer data
- Upheld privacy and security requirements established by national legislation
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat
- Resolved customer queries over the phone and by email.
Airline Customer Service Agent
Comair Limited
CAPETOWN
08.2019 - 02.2020
- Actively listened to customers to fully understand requests and address concerns
- Maintained clean, safe working environments to eliminate accident risks
- Checked in passengers for their alternative flight
- Checked all passengers' documents before boarding flight
- Ensured passengers declared all dangerous and hazardous items
- Inspected products and services to comply with quality standards
- Promoted safe working environment by implementing regulatory standards, policies, and guidelines
- Engaged with customers to better understand needs and deliver excellent service
- Managed customer concerns and escalated key issues to supervisor.
Casual Sales Assistant
Refinery Ushaka
DURBAN
08.2014 - 03.2017
- Learnt about new ranges of products and promotion to boost personal sales performance successfully
- Listened intently to customer complaints and successfully addressed them or referred them to management
- Affixed price and security tags on new stock before they reached the shop floor
- Inspected stockrooms regularly to ensure they were organised, clean and secure
- Tidied, swept and mopped the stock room and shop daily
- Approached clients regularly to offer them expert product knowledge assistance
- Informed the manager of any product faults discovered
- Processed cash and card payments during busy shopping periods to minimise customer waiting times
- Addressed and resolved complex customer complaints in calm, efficient and friendly manner
- Cultivated excellent customer relationships by providing helpful, friendly, and attentive service
- Opened new merchandise boxes and stocked sales floor.
Education
National Diploma in Tourism Management: Management - undefined
Durban University of Technology
Durban, KZNMatriculated - undefined
Lakehaven Secondary
Durban, KZNSkills
Strategic decision-making
Staff management
Results-driven
Typing 33 WPM
Handling objections
Time management
Computer literate
Leadership
Customer Service
Payment processing
Multi-line phone proficiency
Mail handling
Problem-Solving
Excellent Communication
Decision-Making
Teamwork and Collaboration
Organization and Time Management
Flexible and Adaptable
Self-Motivated
Active Listening
Teambuilding
Good Telephone Etiquette
Written Communication
Multitasking Abilities
Data Entry
Dependable and Responsible
References
- One Stop Security, 031 577 8255
- CCI, 076 495 4753
- Comair Limited, 076 572 0121
- Refinery Ushaka, 082 313 9717
- Wns Global services- 067 479 1062
Timeline
Lead Associate
WNS Global Service
09.2022 - Current
Administrator
One Stop Security
01.2022 - 09.2022
Customer Services Agent
CCI
10.2021 - 01.2022
Airline Customer Service Agent
Comair Limited
08.2019 - 02.2020
Casual Sales Assistant
Refinery Ushaka
08.2014 - 03.2017
National Diploma in Tourism Management: Management - undefined
Durban University of Technology
Matriculated - undefined
Lakehaven Secondary