Accomplished customer service representative with a proven track record in resolving complex customer issues and enhancing product knowledge. Adept at team collaboration, decision-making, and maintaining professionalism, driving measurable improvements in customer satisfaction and retention.
Hi, I’m
Innocentia Mpho Maponyane
Data Capture
334e Meadowlands, Zone 3
Summary
Overview
22
years of professional experience
Work History
Doves Funeral Services
Customer Service Representative
03.2017 - 07.2025
Job overview
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Braamfontein, 3Sixty Client Services
Data Capturer
01.2015 - 02.2017
Job overview
- Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities.
- Maintained strict confidentiality while handling sensitive client information and records.
- Corrected data entry errors to prevent duplication or data degradation.
- Verified accuracy and validity of data entered in databases
- Entered client information into databases quickly and with minimal errors.
- Obtained scanned records and uploaded into database.
Gloria Jeans
Cashier
04.2013 - 09.2014
Job overview
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
PHAMED
Receptionist
01.2012 - 03.2013
Job overview
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
Russell Furniture Shop
Stock Clerk
04.2003 - 11.2005
Job overview
- Checked and pulled defective or expired products from shelves.
- Completed physical inventory counts each month.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Assisted customers in locating desired items, providing exceptional service and promoting customer satisfaction.
Education
SOS Children's VillageWalter Sisulu
Child Development from Child And Youth Care Work
04.2001
University Overview
Trevor Huddleston C.R Memorial CentreSophiatown
Youth Computer Literacy Project from Computer Literacy
04.2001
University Overview
- Basic Computing
- Microsoft Word 2000
- Microsoft Excel 2000
- Microsoft PowerPoint
- Internet & Email
Litsebogo Girls High SchoolMeadowlands, South Africa
High School Diploma
04.2001
University Overview
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Customer relations
Call center experience
Problem resolution
Decision-making
Team collaboration
Microsoft Excel
Computer proficiency
Call center operations
Customer satisfaction measurement
Microsoft outlook
Microsoft Office Suite
Team development
Microsoft PowerPoint
Building rapport
Sales expertise
Administrative support
Timeline
Customer Service Representative
Doves Funeral Services
03.2017 - 07.2025
Data Capturer
Braamfontein, 3Sixty Client Services
01.2015 - 02.2017
Cashier
Gloria Jeans
04.2013 - 09.2014
Receptionist
PHAMED
01.2012 - 03.2013
Stock Clerk
Russell Furniture Shop
04.2003 - 11.2005
SOS Children's Village
Child Development from Child And Youth Care Work
04.2001
Trevor Huddleston C.R Memorial Centre
Youth Computer Literacy Project from Computer Literacy
04.2001
Litsebogo Girls High School
High School Diploma
04.2001