Heremina Maphisa
Johannesburg
Summary
Results-driven Senior Customer Service professional with expertise in resolving escalated queries and processing claims. Demonstrates strong organisational and multitasking skills to enhance customer satisfaction and maintain accurate records. Quickly adapts to new environments, ensuring effective communication and timely service delivery.
Overview
1
1
Language
14
14
years of professional experience
Work History
Senior customer care Agent
Avroy Shlain Cosmetics
Johannesburg
09.2018 - 07.2026
- Resolving & closing escalated Sysaid queries from the field
- Managed all Sysaid queries, ensuring timely resolution within set time frames.
- Responded to sales field queries within 24 hours, providing timely feedback or updates.
- Assigning all floating queries to the relevant CSD Agent
- Processing Credits and claims daily
- Printing of Credit and claims history on AS400 and Provide information with regards to the re-look of credits and claims
- Load all the declined invoices on the drive for the line manager
- Managed the distribution of incentive programmes to motivate team performance.
- Ensure that the field completes and fully signs the new GM/JAD/AD Promote out
- Ensure that all new BA/GM/AD/RD contracts are scanned and saved on the contracts folder in the server accurately.
- Run the monthly 80% GM promote out report and make sure that all contracts for new GM promote outs have been scanned accurately and saved on the correct folder
- Ensure that the field only sends the newly updated BA Registration Forms, GM Promote out forms and contracts. Q1-Q4
- Capture BULK orders accurately following the order processing steps as per SOP built.
- Ensure that releasing for Bulk accounts are done according to the release days.
- Ensure region 001 and area 001 is released daily
- Assisted in processing bulk orders to streamline inventory management.
- Conducted ITC checks to verify compliance with regulations.
- Sending out communication report daily to the field
- Loading weekly shift to the M drive
- Writing weekly meeting minutes and loading them to the drive
- Managing my area on the hotlist
- Processed transfers between departments to ensure accurate records.
- Conducted ITC checks to verify compliance with regulations.
Administrative assistant
Avroy Shlain Cosmetics
Johannesburg
09.2014 - 09.2018
- Coordinated calendar management to schedule appointments and meetings effectively.
- Operated the switchboard to manage incoming calls and direct them to the appropriate departments.
- Provided customer service by addressing inquiries and resolving issues for clients.
- Received and directed visitors.
- Managed delivery and collection processes to ensure timely receipt of materials.
- Assisted the HR department with various tasks.
- Processed all quotes using Fraxion software to ensure accurate pricing and documentation.
- Facilitated loading and processing of payments to ensure timely financial transactions.
- Organised invoices in a systematic manner for easy retrieval and reference.
- Created training files, induction files, and new starter files.
- Compiled monthly birthday presentations in PowerPoint to celebrate team members.
Filing Clerk
Avroy Shlain Cosmetic
Johannesburg
12.2012 - 09.2014
- Organised and maintained all file storage systems to ensure easy access and retrieval of documents.
- Filed pick-slips daily by release date to ensure timely processing
- Updated cross-border documentation to maintain compliance and accuracy
- 6 months for pick-slips
- 5 years for cross border documents
- Handled customer service inquiries, resolving issues and enhancing customer satisfaction
- Placing orders via the web
- Processing cash, debit and EFT payments
- Run the day end report and send to Finance team
Education
Certificate of Higher Education - Marketing management
Service seta/ Boston City Campus
Johannesburg, GP01-2009
Grade 12 (matric) -
Sebetsa Othole Moputso
Johannesburg01-2003
Skills
- Sysaid resolution
- Issue resolution
- Client relationship management
- Order fulfilment
- Claims administration
- Inventory management
- Records management
- Call management
Languages
English
Proficient
C2
Interests
- Reading
- Singing
- Running
REFERENCES
- Noel, Koch, 011 655 3500
- Sharon, Lalla, 011 655 3500
- Mphe, Mkhwanzi, 011 655 3509
COMMUNICATION
I communicate well with Customers, i build a strong relationship with them, listening to them it is very important. I take the time to be professional and personable with my customers
LEADERSHIP
I'm a very organized person, accept responsibilities for myself and the team, I get along with my colleagues, I'm a good decision maker and also I can enforce company policies
Timeline
Senior customer care Agent
Avroy Shlain Cosmetics
09.2018 - 07.2026
Administrative assistant
Avroy Shlain Cosmetics
09.2014 - 09.2018
Filing Clerk
Avroy Shlain Cosmetic
12.2012 - 09.2014
Certificate of Higher Education - Marketing management
Service seta/ Boston City Campus
Grade 12 (matric) -
Sebetsa Othole Moputso