Iesa Cupido
Merchant Success
Cape Town
Summary
Motivated and results-driven professional with a strong background in project management and administration. Adept at customer service, with a proven track record of delivering high-quality outcomes in fast-paced environments. Known for excellent communication, problem-solving, leadership. Committed to continuous learning and development. Eager to contribute to a dynamic team and help drive success as a team player.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Customer Support
YOCO
06.2025 - Current
- Customer Support (Inbound & Outbound)
- Walk-in support
- Online support
- Notable achievements to date:
- Over 25 positive HELLOPETER reviews
- Secured new business with high TPV
- Provided exceptional customer support for Yoco clients, resolving technical issues promptly and professionally.
- Provided exceptional customer support throughout the entire consultation, design, installation, and post-installation process, leading to high satisfaction ratings from clients.
- Participated in ongoing professional development opportunities to stay current on industry best practices regarding customer support techniques.
- Maintained up-to-date knowledge of industry best practices for customer support operations, incorporating new ideas into existing workflows as needed.
- Delivered exceptional customer support by promptly addressing client concerns and providing thorough resolutions.
- Provided customer support and follow-up with members as assigned, implementing exceptional problem-solving and management and responding appropriately to inquiries.
Property Manager
Prop1stop
12.2024 - Current
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Negotiated favorable contract terms with vendors, resulting in reduced operating expenses without compromising on service quality.
Complaints Handler
OLD MUTUAL
05.2024 - 06.2025
- Client level 2 complaints
- Managing HelloPeter
- Social Media platforms monitoring
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Established clear communication channels within the organization for reporting emerging problems or potential product defects that could lead to future complaints.
- Prioritized resources effectively during periods of high complaint volume while still maintaining high-quality resolution outcomes.
- Increased customer retention rates by consistently providing prompt, courteous, and effective solutions to their concerns.
Admin clerk
PANDAY ATTORNEYS / Properties
12.2023 - 12.2024
- Admin clerk
- Property practitioner (sales & rental management)
- Entered data into system and updated customer contacts with information to keep records current.
- Communicated with customers via phone and email to confirm deliveries (lawyer documents) and respond to inquiries.
- Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
- Maintained a professional office environment by ordering necessary supplies, managing inventory levels, and organizing workspaces.
- Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.
- Developing a filing system that worked.
Account management
DESIGN AND BUILD / NHS PROCURE UK
06.2023 - 12.2023
- Account management
- Sales
- Customer Relations
- Streamlined account management processes by implementing efficient organizational systems.
- Collaborated with internal teams for seamless account management, enhancing customer satisfaction rates.
- Optimized account management processes for increased efficiency while maintaining high-quality work standards.
- Assisted clients with account management, leading to increased loyalty and retention rates.
- Assisted clients with account management, ensuring accurate record-keeping and timely resolution of issues.
Customer service
WNS
03.2022 - 06.2023
- Customer service (inbound and outbound) (UK market)
- 2IC
- Back office/ triage team
- Providing training / upskilling
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Provided excellent customer service by addressing technical inquiries promptly and professionally.
- Resolved customer service issues with timely and professional resolutions.
Project administration
Duell projects | project management
03.2020 - 11.2021
- Project administration
- Developing quotations
- Procurement of services and equipment
- Monitoring completion or duties
- Report Writing
- Championed adherence to organizational policies and procedures while ensuring compliance with industry best practices in all aspects of project administration.
- Streamlined internal processes, enhancing efficiency in project administration and reducing overhead costs.
- Developed comprehensive project plans for each campaign initiative, outlining timelines, budgets, tasks assignments, and success metrics.
- Developed comprehensive monitoring plans, ensuring accurate tracking of project progress and ecological impacts.
- Completed thorough inspections after installations to ensure adherence to project specifications and client expectations.
Customer service agent
Capita
01.2019 - 02.2020
- Customer service agent - UK market
- Promoted to sales and retentions
- Top sales agent
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Founder
Smaak N Boerie
01.2020 - Current
- Implemented efficient operational processes to optimize productivity and resource allocation.
- Achieved long-term sustainability for the organization through responsible decision-making processes grounded in ethics.
- Negotiated favorable contracts with suppliers, reducing costs while maintaining product quality.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Conducted target market research to scope out industry competition and identify advantageous trends.
- Oversaw financial management activities such as budgeting, forecasting, and cash flow monitoring for improved financial stability.
- Secured sufficient funds to cover business obligations by tracking expenses and budgeting accurately.
- Maximized profitability, carefully managing budget allocations and cutting unnecessary expenses.
Education
Higher Certificate - Project Management
Mancosa
Cape Town, South Africa 04.2001 -
Skills
Management Skills
Digital Marketing
Negotiations
Critical Thinking
Telephone customer support
Residential customer support
Business customer support
Customer-facing presentation skills
Multimedia support
Managing customer complaints
Customer and client relations
Accomplishments
- WNS CIRCLE OF EXCELLENCE AWARD - APRIL 2023
- OLD MUTUAL SERVICE WITH A SMILE AWARD - DECEMBER 2024
- OLD MUTUAL CUSTOMER OBSESSION AWARD - DECEMBER 2024
- CERTIFICATE OF KEEP IT SIMPLE - OCTOBER 2025
- THE ROOKIE ROCKET AWARD - DECEMBER 2025
Certification
MANCOSA Certificate – Project Management Completion year: 2021
Timeline
Customer Support
YOCO
06.2025 - Current
Property Manager
Prop1stop
12.2024 - Current
Complaints Handler
OLD MUTUAL
05.2024 - 06.2025
Admin clerk
PANDAY ATTORNEYS / Properties
12.2023 - 12.2024
Account management
DESIGN AND BUILD / NHS PROCURE UK
06.2023 - 12.2023
Customer service
WNS
03.2022 - 06.2023
Project administration
Duell projects | project management
03.2020 - 11.2021
Founder
Smaak N Boerie
01.2020 - Current
Customer service agent
Capita
01.2019 - 02.2020
Higher Certificate - Project Management
Mancosa
04.2001 -
DJ, Gym, Kick boxing
Outside of work, I enjoy DJing, going to the gym, and kickboxing, as these hobbies allow me to stay energetic, focused, and balanced.