Esona Monkali
CX Ambassador
Cape Town,WC
Summary
- Dedicated customer service ambassador with proven expertise in resolving complaints and enhancing customer satisfaction. Known for maintaining professionalism and empathy, driving positive interactions in fast-paced environments.
Overview
10
10
years of professional experience
Work History
CX Ambassador
V&A Waterfront
06.2025 - 09.2026
- Providing customer information and directions to stores, restaurants, and facilities.
- Proceeding gift card sales and handling related inquiries.
- Maintaining a clean and organized information desk
- Addressing and resolving customer complaints in a professional an courteous manner.
- Managing lost and found property,and assisting customers in retrieving their belongings.
- Responding to request assistance, such as wheelchair hiring, pram hiring and disabled parking disc.
- Reporting incidents, security concerns and issues to management and security teams.
- Assisting customers with navigating the shopping centre and neighborhood using maps and directories.
- Collecting and documenting customer feedback for customer review.
- Staying up to date on shopping centre events, promotions,and tenant information and collaborating with other teams.
- Representing the V&A Waterfront brand with professionalism and courtesy, adhering to brand standards and values, while maintaining customer confidentiality.
Call Center Agent
ICONF P3
12.2022 - 02.2023
- Maintained professional demeanor during challenging customer interactions,maintaining calm under pressure.
- Fulfilled administrative duties such as filing and copying documents when required.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Managed high volume of inbound calls, ensuring swift response times.
- Resolved conflicts in a respectful manner,promoting positive image of the energy.
- Handled customer queries focused on first-call resolution.
- Managed and escalated complaints effectively,resulting in positive customer outcomes.
Health Care Assistant
Ginsberg Clinic
06.2022 - 09.2022
- Assisted healthcare professionals in delivering patient care and support services.
- Monitored patient vital signs, documenting changes and reporting to medical staff promptly.
- Provided compassionate assistance with daily living activities, enhancing patient comfort and dignity.
- Maintained cleanliness and organization of patient areas, ensuring a safe environment.
- Assisted elderly residents with daily tasks such as eating,bathing and dressing up for an enhanced quality of life while living in care homes.
- Provided basic health education to patients for proper self-care post discharge.
Intern
Cherry Hills Country Club
05.2019 - 09.2019
- Assisted with daily operations of golf course maintenance tasks and event setup.
- Collaborated with team to ensure high standards of customer service during events.
- Supported inventory management by tracking supplies and equipment usage.
- Executed routine cleaning and organization of club facilities for optimal guest experience.
- Helped seat guests upon arrival, leading to a welcoming atmosphere.
- POS system operation.
- Prepared and and cooked meals for golfers in the halfway house.
Waitress Assistance
Smoke Tree Ranch
12.2018 - 05.2019
- Provided exceptional customer service in a fast-paced environment, ensuring guest satisfaction and repeat business.
- Collaborated with kitchen staff to facilitate timely order delivery and maintain food presentation standards.
- Managed multiple tables efficiently, adapting to changing customer needs and preferences throughout shifts.
- Trained new team members on menu items, service protocols, and cash handling procedures for improved performance.
Intern Junior Consultant
African Eagle
08.2016 - 11.2016
- Assisted in developing operational workflows to enhance efficiency and productivity.
- Collaborated with team members to streamline project processes and improve communication.
- Conducted research and analysis to support project development and decision-making efforts.
- Maintained accurate documentation for project-related activities, ensuring compliance with company standards.
- Assisting customers with bookings and payment procccess.
Education
NQF Level 3-Health Promotion Officer - Health And Wellness
Mpilo Royal College
Johannesburg, South Africa 04.2001 -
Higher National Diploma - Tourism And Hospitality
Boland College
Stellenbosch, South Africa 04.2001 -
High School Diploma -
Bisho High School
King William's Town, South Africa 04.2001 -
Skills
Customer engagement
Team management
Product knowledge
Brand awareness
Communicative and articulate
Adaptability skills
Attentive customer service
Empathetic service
Timeline
CX Ambassador
V&A Waterfront
06.2025 - 09.2026
Call Center Agent
ICONF P3
12.2022 - 02.2023
Health Care Assistant
Ginsberg Clinic
06.2022 - 09.2022
Intern
Cherry Hills Country Club
05.2019 - 09.2019
Waitress Assistance
Smoke Tree Ranch
12.2018 - 05.2019
Intern Junior Consultant
African Eagle
08.2016 - 11.2016
NQF Level 3-Health Promotion Officer - Health And Wellness
Mpilo Royal College
04.2001 -
Higher National Diploma - Tourism And Hospitality
Boland College
04.2001 -
High School Diploma -
Bisho High School
04.2001 -