Antoinette Nortje
Johannesburg
Summary
Dedicated professional specialising in Customer Engagement and Relationship-Building. Cultivated positive interactions and fostered client loyalty through effective communication and active listening. Enhanced service quality and drove customer retention using creative problem-solving skills.
Overview
2
2
Languages
34
34
years of professional experience
Work History
Customer Service Clerk
ABSA
Johannesburg, Gauteng
03.2000 - 09.2025
- Complaint Resolution: Utilised Salesforce to resolve customer complaints within 3 days, achieving 100% case summary resolution rate.
- Customer satisfaction: Improved customer satisfaction ratings by 96% based on Performance development review at ABSA (Feb/March 2025).
- Digital Registrations: Exceeded digital Registration targets with over 100% achievement, contributing to increased NII revenue.
- Cash handling and risk management: Conducted weekly bundle checks and monthly cash counts to ensure accuracy and reduce discrepancies.
- Training and mentoring: Developed training programmes that enabled colleagues to progress to senior roles, including junior sales consultants and sales consultants.
Receptionist/Admin
Emmanuel's personnel agency
Johannesburg, Gauteng
08.1998 - 02.2000
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed 30 incoming calls, emails, and faxes daily from colleagues across departments, ensuring effective communication and support.
- Answered the phone promptly and directed incoming calls to correct offices.
- Operated central telephone system, directing calls to appropriate departments.
- Responded to inquiries from callers seeking information.
- Maintained an organised reception area with updated materials, enhancing visitor engagement and comfort.
- Maintained cleanliness of reception area to enhance visitor experience.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Tracked information in Microsoft Excel and Word spreadsheets, generating reports and graphs to support data-driven decisions.
Retail Worker
Joshua Doore
Johannesburg, Gauteng
02.1992 - 07.1997
- Greeted customers, assisted in locating merchandise, and recommended suitable options to enhance shopping experience.
- Demonstrated strong communication skills when collaborating with fellow employees or assisting customers with inquiries or concerns.
- Managed returns and exchanges process efficiently, ensuring customer satisfaction even in challenging situations.
- Maintained a clean and organized sales floor, enhancing the overall shopping experience for customers.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Proactively restocked product shelves during low-traffic periods to ensure availability and support sales.
- Participated in regular inventory counts, allowing for accurate record-keeping and better decision-making regarding merchandise ordering.
Education
Advanced Diploma - Business Management
MANCOSA
Johannesburg, South Africa10-2023
Advanced certificate - Banking Service Advise
Milpark Business School
Johannesburg, South Africa03-2021
National Certificate - Banking Service Advise
Milpark Business School
Johannesburg, South Africa01-2013
Skills
Dedicated professional specializing in customer engagement and relationship-building Proven ability to cultivate positive interactions and foster client loyalty through effective communication and active listening Utilizes creative problem-solving skills to enhance service quality and drive customer retention
Languages
Afrikaans
First Language
English
Proficient
C2
Timeline
Customer Service Clerk
ABSA
03.2000 - 09.2025
Receptionist/Admin
Emmanuel's personnel agency
08.1998 - 02.2000
Retail Worker
Joshua Doore
02.1992 - 07.1997
Advanced Diploma - Business Management
MANCOSA
Advanced certificate - Banking Service Advise
Milpark Business School
National Certificate - Banking Service Advise
Milpark Business School