Lethu Zulu
Customer Success Specialist
Johannesburg
Summary
Customer Success Specialist with exceptional oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Specialist
DocFox Africa
Johannesburg
09.2022 - Current
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Configured and modified product systems to meet customer-specific needs.
- Created product training plans centered on customer success and satisfaction.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Tracked customer service cases and updated service software with customer information.
Administrative Specialist
Refinitiv
Johannesburg
01.2019 - 05.2023
- Created and updated records and files to maintain document compliance.
- Prepared project documents, reports and brochures.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Offered technical support and troubleshot issues to enhance office productivity.
Procurement Specialist
JSE
Johanneburg
06.2019 - 03.2021
- Maintained effective and lasting vendor relationships through dynamic communication, collaboration, and intelligent questioning skills.
- Maintained ongoing communication with suppliers to promote workflow and respond to inquiries.
- Identified new and more cost-effective suppliers through participation in industry networking events, purchasing advantageous packages, and cutting costs.
- Oversaw inventory control, accounting, and supply reports.
- Maintained up-to-date database of suppliers, vendors and contracts to support accurate recordkeeping.
- Established relationships with vendors and suppliers to streamline procurement operations.
- Tracked purchase orders and followed up with vendors and carriers to support timely deliveries.
- Negotiated contracts and agreements with suppliers to achieve best pricing and terms.
- Monitored pricing trends and negotiated pricing to optimize profitability.
- Evaluated supplier performance and identified areas for improvement.
AML/KYC Analyst
RMB
Johannesburg
01.2018 - 12.2018
- Conducted thorough reviews for high risk clients based on stratified risk level guidelines.
- Determined customer risk ratings based on analysis and research findings.
- Consulted with compliance department to create regulatory reports.
- Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
- Reviewed new prospect KYC documents to meet requirements and determine business model risk.
- Performed periodic reviews and reports on merchants to comply with rules, regulations and KYC requirements.
- Conducted due diligence on potential investments and presented findings to investors.
Client Services Associate
STANLIB
Johannesburg
11.2016 - 12.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed and updated databases to handle customer data.
Education
Advanced Diploma - Financial Markets
University of Johannesburg
Johannesburg 06.2021 - 07.2023
Diploma - Accountancy
University of Johannesburg
Johannesburg 01.2013 - 12.2015
Skills
Sales expertise
Complaint resolution
Report preparation
Key stakeholder relationship building
Training development aptitude
Account management
Technical Support
Administrative support
CRM
Recordkeeping strengths
Service standard compliance
Creative problem solving
Timeline
Customer Success Specialist
DocFox Africa
09.2022 - Current
Advanced Diploma - Financial Markets
University of Johannesburg
06.2021 - 07.2023
Procurement Specialist
JSE
06.2019 - 03.2021
Administrative Specialist
Refinitiv
01.2019 - 05.2023
AML/KYC Analyst
RMB
01.2018 - 12.2018
Client Services Associate
STANLIB
11.2016 - 12.2017
Diploma - Accountancy
University of Johannesburg
01.2013 - 12.2015