Boongekile Tsawulwayo
Account Manager
Johannesburg
Summary
Dynamic and results-driven customer care and administration professional with over 10 years of experience. Proven ability in quality assurance, team management, and problem-solving. Adept at enhancing customer satisfaction and driving operational improvements.
Overview
10
10
years of professional experience
Work History
Account Manager
Howler
11.2016 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Improved overall team productivity by implementing best practices in organization and time management.
- Developed customized account plans for clients to help them achieve their business goals.
Customer Care Agent
Blue Label Distribution & TicketPro
03.2016 - 10.2016
- Managed customer service database, ensuring accurate and up-to-date records.
- Provided IT and technical support, reducing issue resolution time by 30%.
Health & Safety Officer
Gold Developments
10.2015 - 02.2016
- Ensured compliance with environmental legislation by implementing company-wide policies and procedures.
- Developed and enforced safety policies, resulting in a 50% decrease in workplace incidents.
- Coordinated payroll and compliance with federal safety standards.
Customer Care Agent
Cell C
03.2015 - 10.2015
- Handled high volume inbound calls, maintaining a 90% first-call resolution rate.
- Built sustainable customer relationships, enhancing overall service quality.
- Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
Administration Clerk
AfriSam
12.2014 - 02.2015
- Facilitated cross-departmental collaboration through clear communication channels and regular meetings among colleagues.
- Assisted in order processing and office management, improving workflow efficiency.
- Provided exceptional customer service, leading to positive feedback from clients.
Customer Care Agent
Ignition
06.2014 - 12.2014
- Managed customer inquiries and issues for cell phone contracts, ensuring high levels of customer satisfaction.
- Created and maintained weekly performance reports, driving continuous improvement.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
Education
Public Relations
UNISA
Johannesburg, South Africa01.2023
Safety Officer
Save A Life Collage Cc
Durban, South Africa01.2015
ABET - Adult Basic Education And Training
UNISA
Durban, South Africa01.2012
Grade 12
Phoenix Technical School
Durban, South Africa 04.2001 -
Skills
Customer Service Excellence: Expert in resolving customer issues and enhancing satisfaction
Communication: Strong verbal and written communication skills
Technical Proficiency: IT support, database management, and troubleshooting
Leadership: Team management and training
Analytical Thinking: Problem-solving and critical analysis
Timeline
Account Manager
Howler
11.2016 - Current
Customer Care Agent
Blue Label Distribution & TicketPro
03.2016 - 10.2016
Health & Safety Officer
Gold Developments
10.2015 - 02.2016
Customer Care Agent
Cell C
03.2015 - 10.2015
Administration Clerk
AfriSam
12.2014 - 02.2015
Customer Care Agent
Ignition
06.2014 - 12.2014
Grade 12
Phoenix Technical School
04.2001 -
Public Relations
UNISA
Safety Officer
Save A Life Collage Cc
ABET - Adult Basic Education And Training
UNISA