ANGELINE MERCIA OLIVIER
Senior Customer Experience Specialist
Gauteng,GP
Work Preference
Summary
Dedicated professional with a passion for excellence, recognized for adaptability in dynamic environments and thriving under pressure. Exhibits strong leadership skills, reliability, and proficiency in multitasking, while maintaining flexibility and a collaborative spirit in team settings. Committed to continuous learning and skill development, consistently providing support and guidance to colleagues.
Experienced with managing customer inquiries and ensuring satisfaction. Utilizes effective communication and problem-solving skills to address client needs. Track record of building strong relationships and contributing to team success.
Overview
19
19
years of professional experience
27
27
Certifications
2
2
Languages
Work History
Customer Relations Assistant & Sales Funnel Operations: BMW/Mini
Zambezi Auto BMW
03.2018 - 03.2024
- Sales Funnel Management
- Lead Management for all branches (Montana, Previously Zambezi Auto Polokwane, Rustenburg and Menlyn)
- SF Virtual Showroom (Retention leads)
- Motor plan Renewals & Quotations
- Assisted with event planning and organizing (marketing related duties)
- Customer service duties
- Meet & Greet
- Delivery Centre preparing for upcoming deliveries
- Handling of License & Registration of vehicles
- After sales & Sales assistance
- Handling of complaints/problem solving
- Customer Facing
- Monthly, weekly & daily reporting of complaints
- Monthly VOC meetings held and prepared with higher management & BMW / Mini SA.
- Follow up calls to customers
- Preparation & delivery experience to new customers
- Support to Sales & Aftersales departments.
- Handling of telephone calls
- Manage dealer customer Experience strategy
- Maintain accurate customer database
- Coordinate dealerships customer communications
- Reporting and Tracking
- Improve Dealership Customer experience
- Handling and assisting with complaints all departments (Sales, Aftersales, etc)
- Maintained, tracked, and trended data for monthly reporting.
- Streamlined communication processes for improved customer experience and increased loyalty.
- Utilized problem-solving skills to effectively handle challenging situations with customers, resulting in positive outcomes and lasting relationships.
- Collaborated with team members to identify areas of improvement in customer service, resulting in higher satisfaction ratings.
- Conducted research, identified solutions, and responded to customers within outlined service level agreements.
- Participated in team meetings to share best practices and brainstorm new strategies for enhancing customer relations efforts.
Operations Assistant Manager
Stor-Age Silverlakes
01.2015 - 12.2016
- Responsible for the day-to-day tasks, sales and administrative duties – as well as of renting storage space.
- General bookkeeping and sales.
- Updating, processing and filing of documents and spreadsheets.
- Faxing, printing, photocopying, filing, scanning and mailing.
- Creating and modifying documents using Microsoft Office and Excel.
- Liaising with client.
- Responsible for answering & screening telephone calls.
- Face to face consultations and enquiries.
- Dealing with incoming emails, faxes and post.
- Debtors and creditors.
- Reconciling of petty cash.
- Mini audits of Rental Agreements.
- Handling incoming/outgoing calls and correspondence.
Sales of Deceased/Insolvent Estates (Properties)
Vendor Auctioneers
01.2008 - 01.2014
- Handling the property lists and updates of new and old properties
- Liaise with liquidators regarding transactions & Sales processes
- Feedback to clients/purchasers and do follow up's for agents
- Making sure that the agent's files and information are up to date
- Performing searches on “windeed” (Application used by Auction Houses)
Fleet assistant, stock controller & Receptionist
VW Volkswagen
01.2005 - 01.2008
- Preparing files for new deals
- Liaise with the stock controllers
- Schedule meetings with corporate fleet clients
- Accompany fleet manager to corporate meetings & deliveries
- Preparing vehicles before delivery
- Making sure dates are set for deliveries
- Performing reception duties
- Assisting fleet clients with service bookings
- Stock takes of new vehicles
- Invoicing for new and used vehicles
- Preparing registrations for new and used vehicle
- Liaise with clients and corporate clients
- Assist clients with service bookings
- Receiving payments day to day debtors
Education
Highschool - Afrikaans, English, Economics, Business Economics, Typing, Home Economics
Hoërskool Silverton
Silverton01-1999
Skills
Power Point
Microsoft Office
Microsoft Office Word
Microsoft Outlook
CRM software
Complaint handling
Teamwork
Teamwork and collaboration
Problem-solving skills
Computer skills
Problem-solving
Customer service excellence
Time management
MS office
Calm under pressure
Excellent communication
Calm and professional under pressure
Multitasking
Complaint resolution
Customer relations
Adaptability and flexibility
Effective communication
Active listening
Organizational skills
Attention to detail
Problem-solving aptitude
Customer relationship management
Adaptability
Customer service orientation
Phone etiquette
Issue and complaint resolution
Data management
Customer retention
Professionalism
Customer data confidentiality
Report preparation
Certification
Health and Safety
PROFILE
- AREAS OF EXPERTISE PERSONAL SUMMARY
- Highly efficient and competent administrative skills
- Wide range of General responsibility
- Exhibits Confidentiality as well as discretion
- Tact, Diplomacy and professionalism
- Attention to detail
- Professional approach
- Interactive interpersonal skill with individuals.
- Approachable
- Problem solver
- Remain calm under pressure
- Good organizational skills
AREAS OF EXPERTISE
- Personal Assistant
- Customer Relations
- Marketing
- Estate Agent
- Fleet Management
- Administration
- Receptionist
- Invoicing
- Audits of Purchase Agreements
- General Sales
- Diary Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Relations Assistant & Sales Funnel Operations: BMW/Mini
Zambezi Auto BMW
03.2018 - 03.2024
Operations Assistant Manager
Stor-Age Silverlakes
01.2015 - 12.2016
Sales of Deceased/Insolvent Estates (Properties)
Vendor Auctioneers
01.2008 - 01.2014
Fleet assistant, stock controller & Receptionist
VW Volkswagen
01.2005 - 01.2008
Highschool - Afrikaans, English, Economics, Business Economics, Typing, Home Economics
Hoërskool Silverton