Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gugulethu Nhlapo

Sales Representative
Johannesburg

Summary

Dynamic sales professional with a proven track record at Legacy Lifestyle, excelling in customer relationship building and upselling techniques. Recognized for consistently exceeding sales targets and enhancing client satisfaction through tailored solutions. Strong problem-solving abilities and effective time management skills drive success in fast-paced environments.

Overview

11
11
years of professional experience

Work History

Sales Representative

Legacy Lifestyle
08.2023 - Current
  • Expanded customer base through cold calling, networking, and relationship building.
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
  • Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
  • Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
  • Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
  • Collaborated with marketing to create impactful promotional materials for increased brand awareness.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
  • Exceeded sales targets through effective planning and goal setting.
  • Led training sessions for new sales representatives, enhancing team expertise and performance.
  • Provided feedback from customers to product development team, influencing future product enhancements.
  • Enhanced customer satisfaction by providing comprehensive product demonstrations.
  • Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Contributed to team objectives in fast-paced environment.

Junior Executive - Operations

Legacy Lifestyle
09.2022 - 07.2023
  • Streamlined operational processes by identifying inefficiencies and implementing strategic solutions.
  • Collaborated with cross-functional teams to develop innovative strategies for business growth.
  • Participated in industry networking events as a representative of the company increasing brand awareness among key stakeholders.
  • Enhanced team productivity with clear communication, effective delegation, and consistent followup.
  • Worked closely with upper management providing valuable input during high-level decision-making discussions contributing positively towards achieving organizational goals.
  • Improved customer satisfaction rates through proactive issue resolution and timely response to inquiries.
  • Analyzed data trends to identify areas of improvement in operations, driving continuous process enhancements.
  • Set clear goals to monitor targets and offered real-time input on performance and motivation.
  • Collaborated on operational support tasks to achieve common goal.

Customer Service Representative

Legacy Lifestyle
11.2016 - 08.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Call Center Quality Analyst

CAPCORP Consulting
08.2014 - 10.2016
  • Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
  • Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
  • Established strong relationships with key stakeholders, ensuring alignment of quality objectives and ongoing support for improvement initiatives.
  • Drove employee retention efforts by recognizing top performers and celebrating individual achievements during team meetings.
  • Streamlined reporting processes for increased efficiency in tracking key call center metrics and trends.
  • Contributed to the development of training materials, ensuring new hires were well-equipped for success in their roles.
  • Promoted open communication between quality analysts and agents, fostering an environment conducive to growth and learning.
  • Participated in cross-functional projects aimed at improving overall business operations within the call center environment.
  • Supported the successful launch of new products or services by collaborating closely with other departments on training requirements and process updates.
  • Supported team members in exceeding set targets by sharing best practices and offering constructive feedback during one-on-one coaching sessions.
  • Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
  • Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
  • Played a critical role in reducing average handle time by recommending process improvements based on data analysis.
  • Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
  • Championed a culture of continuous improvement, inspiring agents to strive for excellence in their interactions with customers.
  • Boosted first contact resolution rates with thorough analysis of calls and continuous agent training.
  • Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
  • Evaluated current processes to develop improvement plans.

Education

Matric Certificate -

Technical High School Langlaagte
Johannesburg
04.2001 -

Skills

Customer service

Timeline

Sales Representative

Legacy Lifestyle
08.2023 - Current

Junior Executive - Operations

Legacy Lifestyle
09.2022 - 07.2023

Customer Service Representative

Legacy Lifestyle
11.2016 - 08.2022

Call Center Quality Analyst

CAPCORP Consulting
08.2014 - 10.2016

Matric Certificate -

Technical High School Langlaagte
04.2001 -

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