Summary
Overview
Work History
Education
Skills
Additional Competencies
References
Languages
Timeline
Generic

Cynthia Mpofu

Customer Support Manager
Cape Town

Summary

Experienced Customer support manager bringing 11 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results

Overview

12
12
years of professional experience
4
4
years of post-secondary education

Work History

Customer support manager

TICKETMASTER SA
12.2022
  • Driving initiatives within the department to engage with customers to increase retention and satisfaction with our services
  • Managing ticket returns as a result of event cancellations or relocation and support the refund process
  • Regularly reporting on business performance and tracking of internal KPI’s and attend regular, structured team meetings, setting clear actions, goals, and targets
  • Attending events on-site to provide box office and customer support services
  • Evaluating team Zendesk tickets Reporting of customer satisfaction surveys and implementing solutions and procedures to better support the customers

Customer Service Consultant

TICKETMASTER SA
05.2020 - 11.2022
  • Providing excellent front-line support to customers (ticket buyers) by resolving problems and queries and utilizing appropriate communication methods to ensure first-class customer loyalty and brand confidence
  • Providing a centralized resource for operational support to the business, covering our ticketing platform, access control system and all other products and services we offer
  • Handling urgent or escalated customer enquiries and proactively suggesting compensation for dissatisfied customers
  • Fulfilment of bookings by printing and dispatching tickets.

Team Leader

LUFTHANSA AIRLINE
05.2019 - 11.2020
  • Professional and disciplinary staff management Conducting regular staff appraisals
  • Preparing and passing on information at team level, conducting team meetings
  • Preparing reports, statistics and statements Optimizing processes to achieve productivity and quality goals
  • Complaint management and Monitoring service level
  • Providing leadership and guidance to a team of Customer Service Consultants Monitoring and enhancing team and individual performance
  • Providing individual coaching & support

Team Quality Specialist

LUFTHANSA AIRLINE
12.2015 - 05.2019
  • Monitoring quality in the team through call evaluation, product test and analyzing errors within the team
  • Handle escalated customer calls (including complaint calls and emails) and complete necessary reporting and associated administration
  • Assist with the monitoring of internal and external queues Stand in for the Team Leader in his absence Giving authorisations (Supervisor sign-in)
  • Clarifying product and procedure related questions
  • Reporting to Global Quality and Training teams
  • Attending to call calibrations
  • Organising and facilitating coaching and mentoring sessions
  • Organising and preparing required and mandatory trainings and product refreshers
  • Making sure the team is aware of the SCORE card requirements

Customer service consultant

LUFTHANSA AIRLINE
02.2013 - 11.2014
  • Helping status passengers book award flights Advising status customers how to spend their miles Upgrade revenue tickets using miles and more award points
  • Promotion and Target Customer Management Web support on the miles and more .com Assisting customer with all technical and navigation support
  • Corresponding with customers via email and live chats whilst maintaining excellent customer services
  • Achieve and maintain optimal accessibility to customers in order to achieve performance targets
  • Maintain the product knowledge at all times to ensure consistent customer satisfaction Provided customers with the product and service Information.

Volunteer

Heilpadagogische Forderzentrum Friedrichshulde
10.2010 - 03.2012
  • Looked after physically challenged and intellectually disabled children and youth
  • Assistance with day to day activities such as, eating as well as keeping them hygienically clean
  • Planning and partaking in free time activities, trip outing and camps
  • Planned culture exchange programs

Education

Bachelor Of Arts In Psychology and Criminology -

06.2014 - 11.2017

Österreichisches Sprachdiplom B2 Deutsch - undefined

04.2012 - 06.2012

Skills

    Amadeus

    Zendesk

    Quality monitoring

    Customer care and Conflict Resolution

    Microsoft office

    Social Media Monitoring

    Client Relationship Building

    Training and mentoring

    Customer Education

    SLA management

    Team building

    Resource Planning

    Interpersonal Skills

    Teamwork and Collaboration

    Problem-solving abilities

Additional Competencies

  • Excellent communication
  • Strong people's skills
  • Solution orientated
  • Ability to work under pressure
  • Excellent time management skill and well organised
  • Meticulous to detail
  • Proactive approach
  • Reliable, flexible and can easily adapt to change

References

References are available on request.

Languages

English
Bilingual or Proficient (C2)
German
Upper intermediate (B2)

Timeline

Customer support manager

TICKETMASTER SA
12.2022

Customer Service Consultant

TICKETMASTER SA
05.2020 - 11.2022

Team Leader

LUFTHANSA AIRLINE
05.2019 - 11.2020

Team Quality Specialist

LUFTHANSA AIRLINE
12.2015 - 05.2019

Bachelor Of Arts In Psychology and Criminology -

06.2014 - 11.2017

Customer service consultant

LUFTHANSA AIRLINE
02.2013 - 11.2014

Österreichisches Sprachdiplom B2 Deutsch - undefined

04.2012 - 06.2012

Volunteer

Heilpadagogische Forderzentrum Friedrichshulde
10.2010 - 03.2012

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Cynthia MpofuCustomer Support Manager