Charisse Nkabinde
Marketing Assistant/Administrator
6 Woolley Ave, Wentworth, Durban
Summary
I am a dynamic leader with a proven track record at Huntswood BPO, excelling in complaint resolution and CRM software proficiency. Spearheaded initiatives that significantly enhanced customer satisfaction and team productivity. Skilled in training and mentoring, adapt at leveraging Microsoft Excel for data-driven decisions. Achieved top sales growth by fostering client relations and strategic account management. I am also an experienced in Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Huntswood BPO
11.2022 - 09.2024
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached employees through day-to-day work and complex problems.
Sales Executive Manager
Le Morgan Direct Marketing Company
06.2019 - 04.2021
- Negotiated favorable contracts with clients, balancing profitability with customer satisfaction for long-term success.
- Reduced client attrition rate through proactive account management strategies that identified potential issues before they escalated into problems.
- Secured high-profile deals with major clients, significantly contributing to the company''s annual sales growth.
- Expanded market share by identifying new opportunities and customizing offerings to suit clients'' needs.
- Organized regular training sessions to ensure a knowledgeable and motivated sales team.
- Boosted sales revenue by implementing innovative marketing strategies and refining sales techniques.
- Established a robust referral network by leveraging existing connections and fostering new partnerships within the industry.
Student Administrator
Mangosuthu University of Technology
02.2017 - 01.2019
- Supported academic advising efforts by maintaining up-to-date records on student progress towards degree completion requirements.
- Computed and record numerical data representing payment account statuses, assignment grading and GPA computation.
- Developed training materials for new Student Administrators to ensure consistency in service delivery across the department.
- Conducted thorough analysis of institutional policies, leading to recommendations for improvements benefiting both students and staff.
- Obtained primary financial data, check, and credit card numbers and other payment information.
- Assisted with general facility and office management.
- Served as a liaison between students, parents, faculty, and administrators to resolve issues effectively and maintain positive relationships among stakeholders.
- Maintained confidentiality of sensitive student information while adhering to relevant data protection regulations during daily tasks.
Customer Service Representative
Cell C Service Provider
03.2015 - 01.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Sales Agent
Like Minds BPO
01.2011 - 09.2013
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Achieved top performer status within the company due to consistent high sales numbers.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
Education
National Diploma in Marketing - Marketing Management
Mangosuthu University of Technology
Umlazi, South Africa 04.2001 -
High School Diploma -
Rossburgh High School
Durban, South Africa 04.2001 -
Skills
Complaint resolution
Training and mentoring
CRM software proficiency
Escalation management
Time tracking
Research and due diligence
Microsoft Excel
Mail handling
Filing
Microsoft Word
Customer and client relations
Meeting planning
Scheduling expertise
Documentation and control
Workload prioritization
Deadline-oriented
Training and coaching
Certification
TEFL
Timeline
Customer Service Supervisor
Huntswood BPO
11.2022 - 09.2024
TEFL
09-2022
Sales Executive Manager
Le Morgan Direct Marketing Company
06.2019 - 04.2021
Student Administrator
Mangosuthu University of Technology
02.2017 - 01.2019
Customer Service Representative
Cell C Service Provider
03.2015 - 01.2017
Sales Agent
Like Minds BPO
01.2011 - 09.2013
National Diploma in Marketing - Marketing Management
Mangosuthu University of Technology
04.2001 -
High School Diploma -
Rossburgh High School
04.2001 -
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