Karen Avril Masimo
Customer services representative
Meredale
Summary
Engaging and patient customer service professional in the FMCG industry with over 10 years’ experience, responding to all types of customers inquires and complaints. I am eager to join a team to grow customer loyalty and maintain the highest level of customer service.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Customer Service Centre: Inbound and Outbound Tele seller
Clover SA
01.2005 - 07.2021
- Capturing of products to existing and new customers
- Answering product and service queries
- Informing customers of promotion using the FAB/Power Pitch technique
- Selling of new products
- Comparing MTD (month to date) sales and creating visual graphs.
- Making sure the team achieves all targets.
- Complaint handling and problem solving at first level
- Team trainer (2008)
- Preparing of daily reports to branches, delivery managers
- Invoices and credit notes queries
- Meeting deadlines daily
- Logging and following up on late and no deliveries.
- Drawing daily reports on all the targets that the team needs to achieve.
- Confirming of B2B orders with merchandises/perishable managers, checking and fixing of high quantities
- Planning and prioritizing daily responsibilities.
- Logging of Backdoors
- Drawing Reports associated with performance
- General responsibilities – administration
- Inbounds-Receiving of incoming interactions (calls, faxes. e mails. Customer, driver’s complaints, Unilever queries)
- Interacting with AM’s (account manager) and ASM’s daily
- Queue-capturing of faxes and e mails from Game stores, Makro stores, PnP stores, Boxes stores
- Winner for the best innovation-November 2009
- Best Innovation 3rd place -May 2010
- Award of Excellence for the most incentives presented-January -June 2010
- Best Call Quality -March 2015
- Won prices for the most products sold- Apil 2015
- Managing the team in the absence of the Team Leader and 2IC
- Won team incentive for Mague -January 2017
- Most participated award -January 2017
Pension Administrator
Transnet Pension Administrator
01.2005 - 02.2005
- Benefit payment
- Investment portfolio
- Benefit calculation
- Benefit statement requisition
Call Center Agent
Transnet Pension Administrator
03.2003 - 12.2004
- Attending to client queries & requests
- Data capturing
- Process pension fund detail
Education
Matric-Grade 12 - English, Afrikaans, Biology, Mathematics, Economics, Geography
Oakdale Secondary School
Skills
Customer engagement
Sales techniques
References
- Zinneera Lawrence, Clover S.A, 011 758 3777 / 072 604 3191
- Joan Abraham, Clover S.A, 011 758 3739 / 066 399 5479
Personal Information
- Dependents: 2
- Date of Birth: 4th June 1982
- Gender: Female
- Nationality: South African
- Marital Status: Divorced
Personal Traits
- Strong analytical and logical skills
- Remarkable patience and skillful in handling the cases
- Strive for continued excellence and commitment
- Administration Skills
- Eager to learn new things
- Work at fast pace
- Honest
- Excellent communication skills in written and verbal both
Other Languages
- English
- Afrikaans
Timeline
Customer Service Centre: Inbound and Outbound Tele seller
Clover SA
01.2005 - 07.2021
Pension Administrator
Transnet Pension Administrator
01.2005 - 02.2005
Call Center Agent
Transnet Pension Administrator
03.2003 - 12.2004
Matric-Grade 12 - English, Afrikaans, Biology, Mathematics, Economics, Geography
Oakdale Secondary School