GEORGE NYOKA
Retail & Ecommerce Professional
Rondebosch
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Customer Support Agent
Bash
Cape Town
08.2023 - Current
- Manage customer expectations, requests, queries and concerns via various communication channels(Calls & emails)
- Adapt communication to meet individual customer needs effectively
- Collaborate with third-party teams to resolve customer concerns within SLA's
- Work closely with other support teams to maintain consistent, high-quality support
- Enhance customer satisfaction and retention through exceptional support service
- Demonstrate consistency and assertiveness in interactions to reassure customers
- Advocate for customers to resolve issues and identify opportunities
- Deliver prompt, efficient, detailed, and customer-oriented service for high-quality customer experiences
- Make informed decisions under pressure while maintaining attention to detail
- Support colleagues with peer-to-peer learning and constructive feedback to foster positive work environment.
- Provided mentoring and guidance to new team members for seamless integration into the customer support environment
- Streamlined support processes by implementing efficient ticket management systems, improving response times
Customer Assistant
Woolworths
06.2020 - 01.2023
- Assisting customers on the sales floor
- Ensuring efficient stock replenishment
- Fulfilling stock room duties
- Adhering to cold-chain principles
- Adhering to shop-keeping disciplines
- Minimizing Shrinkage
- Demonstrating personal Leadership
- Demonstrating Customer Service Skills
- Applying Selling Skills
- Ensuring effective management of stock
- Demonstrating product knowledge and standards.
Online Shopping assistant
Superbalist.com
09.2017 - 09.2019
- Processing exchanges and returns efficiently and timeously
- Parcel tracking via courier branches, order fulfilment teams & driver mapping portal
- Exceeding customer expectations by resolving their questions and fulfilment queries
- Liaising with other department i.e
- Buying teams, warehouse & operations team in order to deliver a world class customer experience
- Delighting customers by providing superb service by responding immediately and professionally to their queries, calls, emails, live-chat or support software
- Managing customer expectations in a professional and courteous manner
- Thoroughly and efficiently gathering customer information, accessing and fulfilling customer needs, educating the customer where applicable to prevent the need for future contacts
- Documenting interactions through contact tracking.
Assistant Department Manager
Zara
10.2015 - 03.2017
- Performing opening and closing procedures of the store
- Authorizing transactions at till points and handling customer complaints and queries
- Devising action plans & strategies to improve sales with the department merchandiser
- Regular communication with Head Office, Regional Managers
- Receiving/Transferring of stock twice a week
- Coordinating and overseeing the inventory(stock-take) process
- Assisting manager with the overall store operations
- Leading, monitoring and improving the customer service levels of the team
- Assisting the managers in maintaining and managing the overall condition of the stockroom which include tidiness, cleanliness & the organization of the stockroom
- Monitoring & improving sales as well as controlling stock levels.
Section Leader-Men's Department
Zara
08.2014 - 12.2015
- Organizing, controlling and allocating tasks to staff members
- Leading, monitoring and improving the customer service levels of the team
- Assisting the managers in maintaining and managing the overall condition of the stockroom which include tidiness, cleanliness & the organization of the stockroom
- Managing and minimizing shrinkage at store level
- Monitoring and improving sales & controlling stock levels
- Recruitment and training of staff.
Cashier
Zara
10.2013 - 08.2014
- Stock Replenishment
- Maintaining the image of the stock(Housekeeping standards)
- Extending exceptional customer service both face to face & telephonically
- Performing stockroom duties
- Maximizing sales
- Processing sales, refunds & exchanges on the POS system
- Performing opening & closing procedures of the cash desk
- Ensuring quality customer service at the cash desk.
Education
Matric -
Ikhwezi Lomso Comprehensive School
Port Elizabeth South Africa 01.2006 - 12.2010
Skills
Excellent communication skills Strong customer service abilities Proficient in CRM systems Team collaboration and leadership Time management and multitasking Attention to detail and problem-solving
undefinedReferences
- Superbalist, Avuya Nzala, 073 690 8588
- Zara, Mandisi Memani, 081 047 8402
- Woolworths, Darren Muller, 061 475 4888
- Bash, Ayesha Johaar, 069 219 9871
Timeline
Customer Support Agent
Bash
08.2023 - Current
Customer Assistant
Woolworths
06.2020 - 01.2023
Online Shopping assistant
Superbalist.com
09.2017 - 09.2019
Assistant Department Manager
Zara
10.2015 - 03.2017
Section Leader-Men's Department
Zara
08.2014 - 12.2015
Cashier
Zara
10.2013 - 08.2014
Matric -
Ikhwezi Lomso Comprehensive School
01.2006 - 12.2010
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