Avela Dlamini
Customer Relations Executive
64 Northcroft Drive Phoenix
Summary
Proven track record in enhancing customer satisfaction and operational efficiency at Huntswood, leveraging exceptional problem-solving skills and active listening. Expert in compliance and regulation adherence, significantly improved first-call resolution rates. Demonstrated ability in administrative support and fostering team development, through learning and development ,driving continuous operational improvement and customer retention.
Overview
9
9
years of professional experience
Work History
Customer Relations Executive
Huntswood
Durban
06.2024 - Current
Complaints Specialist
Huntswood
Durban
01.2024 - 06.2024
- Collaborated with cross-functional teams to address systemic issues contributing to customer dissatisfaction.
- Shared insights gleaned from escalated complaints with relevant departments, fostering a collaborative approach to continuous improvement efforts across the organization.
- Organized regular team meetings to discuss ongoing cases, share learnings, and strategize on best approaches for improved customer satisfaction.
- Maintained detailed records of all escalated complaints, identifying trends and recommending improvements where necessary.
Floor Support
Huntswood
Durban
09.2022 - 01.2024
- Provided real time assistance to customer service agents,ensuing smooth operations and high quality customer interactions.
- Gradlead duties - strong focus on coaching, training and development L&D. Worked closely with the learning and development team to deliver ongoing agent support, identified training needs and enhanced skill development across the customer service operation.
Customer Service Representative
Huntswood
Durban Umhlanga
12.2021 - 09.2022
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner in relation too there vehicle insurance.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
Administrative Assistant
Selfast (Retail)
Durban
01.2020 - 01.2021
- Managed multiple priorities effectively, ensuring all tasks were completed accurately.
- Maintaining control of the inventory, receiving merchandise and processing retail sales.
- Organized company events such as conferences, workshops, and team-building activities to promote a cohesive work atmosphere.
- Facilitated smooth day-to-day operations through diligent maintenance of office supplies inventory levels.
- Supported General Manager in decision-making processes by conducting research, preparing reports, and presenting data-driven insights.
Sales and Service Representative
Selfast ( Retail)
Durban
11.2019 - 01.2020
- Managed key accounts effectively by proactively addressing concerns or issues, ensuring high levels of customer retention and satisfaction.
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Drove team revenue totals by bringing in top sales numbers.
Customer Service Advisor
Call Centre International (CCI)
Durban
09.2015 - 05.2016
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
Education
First Aider
Emcare Training Academy
Durban 03.2023
Fire And Rescue
Impact Emergency Technology
Gauteng 04.2021
Grade 12 Matriculation
Crystal Point Secondary School
Durban 12.2014
Skills
Active listening
Compliance and regulation adherence
Effective communication
Time management
Critical thinking
Problem Solving Skills
Administrative support
Floor support
Gradbay support
Team work
Timeline
Customer Relations Executive
Huntswood
06.2024 - Current
Complaints Specialist
Huntswood
01.2024 - 06.2024
Floor Support
Huntswood
09.2022 - 01.2024
Customer Service Representative
Huntswood
12.2021 - 09.2022
Administrative Assistant
Selfast (Retail)
01.2020 - 01.2021
Sales and Service Representative
Selfast ( Retail)
11.2019 - 01.2020
Customer Service Advisor
Call Centre International (CCI)
09.2015 - 05.2016
First Aider
Emcare Training Academy
Fire And Rescue
Impact Emergency Technology
Grade 12 Matriculation
Crystal Point Secondary School