Dennis Lwandile Sithebe
Customer Serves Consultant
Summary
Results-driven Customer Services Consultant specializing in logistics and sales. Skilled in active listening, clear communication, and creative problem-solving to deliver tailored solutions that foster long-term client relationships. Committed to driving organizational success through innovative customer service and sales strategies.
Overview
16
16
years of professional experience
Work History
Customer Services Consultant
Ncube Incoporated Attorneys
12.2022 - Current
- Provided customers with detailed information on services and products, successfully upselling offerings.
- Answered customer calls professionally, addressing inquiries and resolving complaints.
- Build and maintain relationships with existing and potential clients.
- Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries
- Comprehensively understand and investigate complaints relating to policy, protocol and benefits.
- Identifying, escalating priority issues and reporting to the high-level management.
- Monitored trends to improve service quality and customer satisfaction. and revert with feedback to appropriate parties.
- Maintained accurate daily, weekly, and monthly records to track service performance.
Admin and Logistics Co-Ordinator
Container structures
10.2021 - 07.2022
- Coordinated shipments, tracked deliveries, and managed relationships with transportation providers to ensure timely logistics operations.
- Maintained accurate inventory records, monitored stock levels, and collaborated with warehouse teams to streamline stock management.
- Resolved shipping delays, discrepancies, and logistics challenges to minimize disruptions and maintain service reliability.
- Analyzing and optimizing logistical procedures to enhance efficiency and reduce costs.
- Ensuring adherence to regulatory requirements and documentation for shipping and transportation.
Dedicated Customer Services Consultant
DPD Laser T/A Time freight
02.2018 - 06.2021
- Handled all queries and complaints via telephone, email, and fax.
- Maintained high standards of telephone etiquette to enhance customer interactions.
- Logged customer complaints and compliments to maintain accurate records.
- Ensured detailed and accurate logging of customer information and feedback.
- To ensure a high standard of detailed information regarding information logged.
- To always maintain a high level of accuracy.
- Resolved customer issues to maintain satisfaction levels.
Key Accounts Advisor
DHL Express International
08.2015 - 01.2018
- Build and maintain relationships with existing and potential clients.
- Upsold products and services to enhance client engagement.
- Upselling products and services that the business offers.
- Developed territory plans to strategically target customer bases.
- Develop territory plans for the customer bases.
- Streamlined customer onboarding, enhancing initial user experience.
- Onboarding customer.
- Ensuring Sales Executives are alerted to urgent leads.
Country Tracing Advisor
DHL Express International
10.2013 - 06.2015
- Acknowledge all incoming trace requests within the two-hour time frame set out in the Global Trace Procedures and ensure all traces are kept up to date until closure.
- Acknowledged incoming trace requests within two-hour time frame per Global Trace Procedures, maintaining up-to-date status until closure.
- Logged trace requests with relevant agents to ensure efficient tracking and resolution.
- Log Trace request to the relevant agents.
- Assisted international branches with tracing inbound/outbound shipments via phone, accurately logging actions on internal system.
- Handled claims and complaints by forwarding them to the customer care department for resolution.
Customer Enquiry Advisor
DHL Express International
08.2011 - 09.2013
- Co-ordinate the Time-Definite Deliveries (TDD).
- Prepared daily reports detailing sales per agent, revenue, incidents, and pre-alerts to support management decision-making.
- Facilitated insurance sales processes by customer service advisors, enhancing operational efficiency.
- Consolidated TDD and SII sales from Frontline and Backline into a comprehensive daily report for improved tracking.
- Sent daily pre-alert reports to all stations, highlighting priority shipments to ensure timely deliveries.
- Preparing a month to date pivot Customer Service daily to show how much each agent billed for the month so far.
Retensions Agent-Customer Service
Altech Netstar
05.2010 - 07.2011
- Provided customer service by booking collections from clients, ensuring timely payments.
- Tracked live vehicles while addressing queries via phone and email to enhance customer satisfaction.
- Engaged with customers to address concerns and encourage retention. that want to cancel their units.
Education
NQF 6 Contact Centre Certificate -
I-FUNDI
RandburgGrade 12 - English, IsiZulu FAL, Business Studies, Economics, Mathematics and Accounting
Reasoma Secondary School
Soweto12-2009
Skills
Customer relationship management
Customer engagement
Service knowledge
Problem Solving
Interpersonal Skills
Interpersonal Skills
Work under pressure
Service knowledge
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Services Consultant
Ncube Incoporated Attorneys
12.2022 - Current
Admin and Logistics Co-Ordinator
Container structures
10.2021 - 07.2022
Dedicated Customer Services Consultant
DPD Laser T/A Time freight
02.2018 - 06.2021
Key Accounts Advisor
DHL Express International
08.2015 - 01.2018
Country Tracing Advisor
DHL Express International
10.2013 - 06.2015
Customer Enquiry Advisor
DHL Express International
08.2011 - 09.2013
Retensions Agent-Customer Service
Altech Netstar
05.2010 - 07.2011
Grade 12 - English, IsiZulu FAL, Business Studies, Economics, Mathematics and Accounting
Reasoma Secondary School
NQF 6 Contact Centre Certificate -
I-FUNDI