Gugu Dlamini

• Responsible for creating and managing Online Customer Communications
• Create helpful, clear and concise customer communications across email, SMS and app; to communicate fulfillment issues, government regulations and customer updates.
• Transcribe content from different business units into explanatory, clear, plain language in line with brand voice that online customers can understand and relate to.
• Ensure customer-generated social media content featured on website is engaging and increased user-generated influenced, eCommerce revenue by 36%.
• Monitor customer conversations on social media and on customer-generated content platforms and communicate customer trends.
• Formulate communication plans to ensure briefs are delivered within stipulated deadlines.
• Collaborate with content publisher to create SEO AD copy.
• Moderate customer reviews on website to ensure alignment with brand values.
• Communicate customer service or fulfillment-related issues from customer-generated platforms to customer service team.
• Formulate communication framework to ensure brand voice consistency across all services and touchpoints.

Operations Management

• Ensured appropriate allocation of resources to efficiently service and engage with customers on Facebook and Twitter.
• Monitored agent productivity to ensure customer inquiries/queries are responded to and resolved within SLA to optimise customer experience on our social platforms.
• Analysed customer trends and suggested interventions to direct report.
• Generated reports for senior management to update on departmental performance on hourly basis.
• Submit monthly team performance report within stipulated deadline.

People Management

• Led team of 10 digital care agents who managed customer engagement on Twitter and Facebook.
• Managed performance and enacted improvement plans, coordinated disciplinary actions, or provided rewards. Produced high-performing team as a result.
• Successfully used GROW coaching model to continuously improve agent performance and develop personal growth of team members.
• Mentored team on how to deliver world-class customer experience with every interaction.

Customer Service and Communication Management

• Resolved complex queries escalated to me by digital care agents from Facebook and Twitter.
• Crafted clear and concise online correspondence for both social media and email in line with brand style, tone, and glossary. Ensuring that responses are in line with customer's level of understanding.
• Initiated inter-departmental collaboration where necessary, in order to present customers with comprehensive responses or resolutions.
• Communicated brand's position on social, legal, and political issues using company standard responses and customising these where necessary, to address pertinent online enquires.
• Supported digital care agents in crafting comprehensive but winsome responses to customers to drive meaningful customer engagement on digital platforms.
• Conveyed customer interaction from social media to alternative communication platforms e.g email when appropriate to do so.
• Created and led digital care team's Quality Assurance framework to achieve customer satisfaction and apply social media best practices.

Community Management

• Participated in the management of brand's social media presence on Facebook and Twitter platforms.
• Acted as customer online engagement specialist monitoring conversations and activity daily.
• Kept up to date with social media trends, globally and locally.
• Ensured highest quality of all interactions with online customers and deliver positive customer experiences.
• Crafted and customised social media responses to address customer enquiries.

Customer Service Delivery

• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
• Offered advice, support, and assistance to customers, paying attention to special needs or wants.
• Entered customer interaction details to track requests, document problems, and record solutions offered on CRM System.
• Responded to customer requests for products, services, and company information.
• Educated customers on promotions and leveraged on upselling opportunities of products and services in order enhance sales.