Microsoft
Andisiwe Maqasho
Cape Town
Summary
I would like to remain vibrant and energetic in the workplace as that kind of positive energy not only pushes myself but the people around me to be better everyday and give the best of who they are. I want to grow in my ability of thinking and reasoning while remaining objective and focused, operating effectively as a team member, sharing and accepting responsibility thereby increasing team effectiveness, plan and manage time effectively and pay attention to detail Conscientious about managing customer concerns to last detail. Top-notch abilities in servicing accounts, processing payments and scheduling appointments. Experienced in accurately completing complex paperwork to support customer needs. Experienced Customer Service bringing 5 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
5
5
Languages
Work History
Customer Service Advisor
Lulabet
09.2023 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Described product highlights and benefits to help guide purchasing decisions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Maintained minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Managed department call volume of +- 25 calls per day and coordinated department schedules to maximize coverage during peak hours
Storeroom Assistant
Vexall
06.2022 - 04.2023
- Procurement, admin, finance and project management exposure
- Having the responsible to assist with IT stork management for pharmaceutical and retails outlets, upgrading and executing the growth of each supplier with the latest and most convenient information and computer services
- Was about to obtain the skills or bookkeeping for projects and small jobs done in between the year with sticks items provided by the company generating monthly profit.
- Responsible for keeping not our company but also the customers support insuring SLA is not branched and assistance with the maintain of customer assets with timely repair jobs and new stock obtainability.
- Developed and implemented strategies to streamline office operations.
- Monitored and ordered supplies and materials to keep office well stocked.
- System Experience: Pastel, Jira, Business Central
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Greeted guests in with friendliness and professionalism.
Financial advisor
Woolworths Financial Services
03.2022 - 06.2022
- Had the experience to broaden my experience into the financial customer services space in helping clients with financial payments, maintaining financial admin for not only the company's interest but also the clients.
- The experience taught me in blind trust not only within myself but also assuring customers that even within a work from home environment, as an advisor we can maintain and assist one with their financial wellbeing.
- System Experience: Vision
- Worked with clients to support understanding of rationale and details of financial strategies.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
Contact Advisor
Teleperformance - SSE Campaign
11.2020 - 12.2021
- I'm having the opportunity to work for a UK based campaign where I am seen as Senior Associate who not only provides a service to our customers but also brings in new customers with new innovative ways of presenting our products and services.
- This opportunity as not only trained me to open up communication with different nationalities but also has helped gain my knowledge and understanding of a different clientele.
- System experience: Merlin., Avaya
- Contacted customers to resolve account delinquency status while minimizing company interest losses.
- Acted as direct point of contact on delinquent or imminent default accounts and assisted through loss mitigation servicing process.
Senior Associate
WNS Global Service – British Gas Campaign
09.2019 - 10.2020
- I'm having the opportunity to work for a UK based campaign where I am seen as Senior Associate who not only provides a service to our customers but also brings in new customers with new innovative ways of presenting our products and services.
- This opportunity as not only trained me to open up communication with different nationalities but also has helped gain my knowledge and understanding of a different clientele.
- System Experience: SAP
- Spoke to customers in native language to increase loyalty and establish relationships.
- Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
Fashion CONSULTANT
The Foschini Group - Markham
11.2018 - 01.2019
- Had the responsibilities of offering the best marketing, sales and customer services
- I managed to not only stick to my job description, but I pushed myself to learn more about improving the shop therefore learning about every department and I also got the privilege to shadow our Visual Merchandiser therefore widening my horizons from customer service but also marketing the business and store.
- Drove brand awareness by organizing display setups and assisting in merchandising.
- Analyzed trends to developed innovative concepts through online research, magazines, competitive shopping and runway styles.
Education
Matriculated - Home Language English, First Additional Language Afrikaans Mathematical Literacy Life Sciences, Geography Business Studies and Life Orientation
Meridian Pinehurst High School
Cape Town 01.2015 - 12.2017
Skills
PunctualAssertiveCapable of working under pressureAble to work with people and adjust with any situationAcquired skills: computer skills/literacyKnowledge of Microsoft tools (Word, Excel, PowerPoint and Microsoft office)
Quality Assurance
Building Rapport
Escalation Management
Supply Management
Live Chat Support
Customer Relations
Training and Mentoring
Dispute Resolution
Inter-Department Collaboration
Schedule Management
Leadership Experience
- Member of Connect Group: leading, helping and trying to better our school, community and our peers. We managed not only to give out spiritual guidance but also to gain guidance and direction.
- Member of the first team hockey girls
References
- Onga paul ganjana, The Foschini Group, Floor Manager @ Markham, 074 760 5182
- Ashwan Balraijh, The Foschini Group, Visual Merchandiser @ Markham, 078 155 5783
- Kauthar Mullagee, WNS Global Services, Team Leader @ British Gas Residential Campaign, +27 74 858 5391
- Babalwa Philips, WNS Global Services, Operations Manager @ British Gas Residential Campaign, +27 72 294 8721
- Sardica Davids, Teleperformance, Team Manager @ SSE Campaign, +27 65 882 0383
- Dimitri Jenkins, Woolworths Financial Services _ Team Leader, +2784 313 0934
- Sivuyisiwe Mankahla – Project Management, +27 086 1883
Software
Pastel
Avuya
Zendesk
Timeline
Customer Service Advisor
Lulabet
09.2023 - Current
Storeroom Assistant
Vexall
06.2022 - 04.2023
Financial advisor
Woolworths Financial Services
03.2022 - 06.2022
Contact Advisor
Teleperformance - SSE Campaign
11.2020 - 12.2021
Senior Associate
WNS Global Service – British Gas Campaign
09.2019 - 10.2020
Fashion CONSULTANT
The Foschini Group - Markham
11.2018 - 01.2019
Matriculated - Home Language English, First Additional Language Afrikaans Mathematical Literacy Life Sciences, Geography Business Studies and Life Orientation
Meridian Pinehurst High School
01.2015 - 12.2017