Gugulethu Leeto
CLIENT SUCCESS EXECUTIVE/MANAGER
Johannesburg
Summary
Dedicated and tenacious professional with a strong work ethic defined by loyalty and perseverance. Thrives in high-pressure situations and consistently delivers exceptional results. Highly regarded by colleagues for unwavering commitment and outstanding capabilities. Driven by ambition and a passion for customer service. Known for collaborative nature and unwavering determination to achieve shared goals. Skilled communicator and creative problem solver fully committed to creating positive customer experiences.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
Client Success Executive -(Property Management)
Pass The Keys
Remote
07.2023 - Current
- Manage our relationships with hosts, providing them with world-class customer service to ensure maximised use of our services, and long term retention
- Manage day-to-day communications with providers and hosts, provide proactive solutions and solve issues
- Support with Guest experience tasks, and carry out daily investigation based on guest feedback
- Respond to Guest Reviews on various platform channels
- Process invoices
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Identified trends and assessed opportunities to improve processes and execution.
- Reported issues to higher management with great detail.
Data Entry Operator (Hospitality)
Tyme Global Technologies
Remote
10.2022 - 12.2023
- Resolve and summarize consumer queries, Handle guest complaints and questions, Provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Sorting out valet and concierge services for multiple hotel groups
- Increased data accuracy by diligently inputting and verifying information from various sources.
Customer Service Associate
Amazon Development Centre
Johannesburg, Gauteng
05.2021 - 02.2022
- Taking Customer Service calls, handling any issues from customers, such as tracking orders, replacing missing or lost items, refunds, providing promotional information or clarity
- Driver or delivery issues
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Customer Service Agent/ Supervisor
CCI SA
Sandton
01.2019 - 01.2020
- Handling all Customer Service Calls regarding cellphone provider MTN, including but not limited to; missing airtime, unavailable network connection, technical assistance for routers and cellphones, Agent coaching, administration
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Responded to customer requests for products, services, and company information.
Service Consultant
Capitec Bank
Soweto
04.2012 - 05.2014
- Handle face-to-face customer issues, assist with transactions, cash and check deposits, the opening of accounts, loan processing and approval, administration, and filing
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
Features Writer
Kasi Times Online
Remote
01.2011 - 05.2014
- Write articles about a variety of topics, draft and issue press releases, liaise with PR companies, book and conduct interviews with celebrities and well-known personalities, attend events and report on them
- Established strong working relationships with public relations professionals and news sources, contributing to timely access to exclusive information.
- Collaborated with editors to develop innovative content ideas, resulting in increased publication readership.
- Evaluated and followed up on news leads and news tips to develop story ideas.
Education
High School Diploma -
Orlando Secondary School
Soweto 01.2008 - 12.2008
Call Centre Operations & Management Certificate -
SETA
01.2019 - 01.2020
Skills
Social Media Management
Freshdesk Ticket Management
Proficient in Microsoft Outlook, Calendar Organisation and Email Management
Expertise in Microsoft Documentation
Salesforce Proficiency
Timeline
Client Success Executive -(Property Management)
Pass The Keys
07.2023 - Current
Data Entry Operator (Hospitality)
Tyme Global Technologies
10.2022 - 12.2023
Customer Service Associate
Amazon Development Centre
05.2021 - 02.2022
Call Centre Operations & Management Certificate -
SETA
01.2019 - 01.2020
Customer Service Agent/ Supervisor
CCI SA
01.2019 - 01.2020
Service Consultant
Capitec Bank
04.2012 - 05.2014
Features Writer
Kasi Times Online
01.2011 - 05.2014
High School Diploma -
Orlando Secondary School
01.2008 - 12.2008