Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jonathan Lewis

Cape Town

Summary

Dedicated customer service professional with a strong commitment to improving customer experiences and optimizing operational efficiency. Recognized for promoting collaboration among team members and achieving goals through innovative tactics and clear communication. Skilled in resolving complex issues and prioritizing customer satisfaction at the forefront of all interactions.

Overview

13
13
years of professional experience

Work History

Technical & Customer Service Manager and Director

J N L Tech and Software (Pty) Ltd
01.2017 - Current
  • Developed training materials and conducted workshops for staff on best practices in customer interactions.
  • Implemented new software systems to streamline ticketing processes and track customer feedback effectively.
  • Analyzed customer service metrics to identify trends and drive targeted improvements in service delivery.
  • Established protocols for handling escalated issues, reducing resolution time significantly.
  • Mentored junior staff members, fostering professional development and enhancing team performance.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Actively listened to customers, handled concerns quickly and escalated major issues to head office.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Boosted customer retention rates through personalized follow-up strategies.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Acting Store Manager

Verimark (Pty) Ltd
11.2015 - 04.2016
  • Accomplished revenue goals through efficient management of task scheduling and executed store targets as per the company standards. Worked between stores to improve the stores performance and reached their monthly targets.
  • Managed and trained staff members on a daily basis to become more productive in sales and administration.
  • Merchandized the stores as per the company standards.
  • Streamlined store processes, enhancing customer experience and increasing sales efficiency.
  • Executed budget management practices, ensuring financial targets were consistently met or exceeded.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
  • Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
  • Negotiated with vendors to introduce new products that matched consumer trends, keeping store's offerings fresh and appealing.
  • Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.

Sales Executive

Verimark (Pty) Ltd
04.2012 - 01.2015
  • Developed and executed sales strategies to expand market share and drive revenue growth.
  • Established and maintained strong client relationships, enhancing customer satisfaction and loyalty.
  • Trained and mentored junior sales team members, fostering professional development and performance improvement.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Implemented CRM system for better customer tracking, leading to improved follow-up processes and higher conversion rates.
  • Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Education

Grade 10 - Afrikaans, English, Mathematics, Accounting, Business Economy, History

Elsies River High
Cape Town, South Africa
01.1998

Skills

  • Department, Staff management, Training and mentoring
  • Experience with various POS software solutions and IT technical support
  • Proficient in computer applications and cash handling
  • Critical thinking and Analytical problem-solving
  • Software installation and troubleshooting expertise
  • Proficient in operating vehicles with CODE B license
  • Customer-centric, Effective persuasion and Sales expertise
  • Collaborative leadership skills and results-driven under deadlines
  • Polite, clear phone etiquette and time management
  • Meticulous attention to detail

References

Mrs A, Naude, (Store Manager), canalwalk@verimarkdirect.co.za, 021 555 3079, 072 238 2468, Verimark (Pty) Ltd

Mrs L Faber (Payroll Manager), lizellef@verimark.co.za, 011 699 8013, Verimark (Pty) Ltd
Mrs N Makhele (Operations Manager), info@jnltechandsoftware.co.za, 021 813 9822, 068 388 9978, J N L Tech and Software (Pty) Ltd

Timeline

Technical & Customer Service Manager and Director

J N L Tech and Software (Pty) Ltd
01.2017 - Current

Acting Store Manager

Verimark (Pty) Ltd
11.2015 - 04.2016

Sales Executive

Verimark (Pty) Ltd
04.2012 - 01.2015

Grade 10 - Afrikaans, English, Mathematics, Accounting, Business Economy, History

Elsies River High

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Jonathan Lewis