Jo-Dene Crafford
Customer Success Manager
Cape Town
Summary
I am a very ambitious young woman thriving to become the most successful I can possibly be with a strong desire to "do something". I am broad minded, tolerant and liberal in thought and opinion even though I am very competent and able to get the results I want.
Experienced with coordinating and managing appointment schedules for high-demand environments. Utilizes advanced organizational skills and attention to detail to streamline scheduling processes and minimize conflicts. Strong understanding of communication and client service ensures effective coordination and satisfaction. Demonstrated ability in time management and effective communication.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Appointment Specialist and Sales Coordinator
Thrive Internet Marketing Agency
USA - Texas, Arlington (Remote)
12.2020 - 11.2025
- Streamlined appointment booking process for increased productivity and reduced wait times.
- Managed 60 - 80 calls daily
- Managed 50+ forms and customer requests daily
- Enhanced customer satisfaction by efficiently scheduling appointments and managing cancellations or rescheduling requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Provided exceptional customer service, addressing concerns and resolving issues promptly and professionally.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Achieved high levels of accuracy in data entry tasks related to appointment bookings, ensuring a seamless experience for both clients and staff.
- Increased efficiency by effectively prioritizing tasks based on urgency and importance of appointments.
- Demonstrated excellent problem-solving skills when faced with challenging situations involving scheduling conflicts or miscommunications.
- Ensured timely check-ins for clients by maintaining a smooth front desk operation during busy periods.
- Collaborated with team members to continuously improve processes and enhance the overall client experience.
- Assisted colleagues as needed during peak times or absences, ensuring a consistent level of service for all clients.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Developed, maintained and utilized diverse client base.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Supported management in tracking key performance indicators to identify areas for improvement within the department.
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
English Sales Host
Digi Outbound
Cape Town
08.2017 - 07.2020
- Completion of daily outbound sales with daily set KPI's
- Meet and/or exceed daily outbound KPI's dials, claims and conversions
- Execute outbound campaigns to identify customers
- Customer relationship building and management
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Handled 350+ calls daily
- Cross selling of products and services
- Processing pertinent information into relevant databases
- Performing extra tasks given by managers/supervisors as required
- Handling impact sessions and shift-end handovers, attendance, booking and handling of tickets logged
Junior Software Operations and Coordinator
Curve Technology (Pty) Ltd
Cape Town, South Africa
02.2016 - 10.2017
- Collaborate with and provide support to Software QA, Development, Software Operations and Development (DevOps) teams
- Established Support processes related to end-to-end release activities across product management and development
- Assist in validation of product, feature and release readiness based on quality and criteria
- Coordinate customer request triage, release approvals and support production deployments
- Managed 20+ logged task tickets daily
Education
National Senior Certificate (NSC) -
Langenhoven Gymnasium
Oudtshoorn 04.2001 -
Skills
Customer communication, service and support
Customer and client relationship building
CRM software proficiency
Data entry proficiency
Account management
Scheduling expertise
Follow-up skills
Goal oriented
Bottleneck elimination
Teamwork and collaboration
Strategic thinking and empathy
Problem solving and taking ownership
References
- Cindy Deuser - cindy@thriveagency.com - +1 817 242 2651
- Marlon, Abrahams, +27 795705443, Digi Outbound
Timeline
Appointment Specialist and Sales Coordinator
Thrive Internet Marketing Agency
12.2020 - 11.2025
English Sales Host
Digi Outbound
08.2017 - 07.2020
Junior Software Operations and Coordinator
Curve Technology (Pty) Ltd
02.2016 - 10.2017
National Senior Certificate (NSC) -
Langenhoven Gymnasium
04.2001 -