LETHUKUTHULA CHRISTOPHER ZULU
Customer Service Management
Parkmore
Summary
Highly dedicated, organised, and enthusiastic professional with a clear, logical mindset and a pragmatic approach to problem-solving. Adoptable to software changes. Backed by valuable experience in customer service and I bring a versatile skill set to deliver exceptional results.
Overview
17
17
years of professional experience
23
23
years of post-secondary education
6
6
Certifications
Work History
Customer Experience Advisor (Remote)
Raging River
11.2017 - 01.2023
- Managed online players, VIP overflow clients for over online casino
- Use empathy and tact when handling customers
- Recorded and documented all complaints into the CRM system, ensuring accurate reporting and overseeing each case through to completion
- Escalated any unresolved issues or complaints to the line manager while maintaining transparent communication with the branch and business partners at the branch level
- Executed email marketing initiatives to enhance customer engagement and brand outreach
- Utilized social media management
- Proficient in software applications
- Mentored new hires through training programs, contributing to a well-prepared and knowledgeable team of advisors.
- Provided personalized support, ensuring a positive experience for each customer interaction.
- Served as an escalation point for complex or challenging cases, demonstrating expertise in problem resolution techniques.
- Promoted a culture of continuous improvement by sharing best practices and learning from other team members'' experiences.
- Championed a customer-centric culture within the organization by sharing insights on customer needs, expectations, and preferences with relevant stakeholders.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
Customer Service Representative
Osiris Trading
05.2016 - 11.2017
- Executed email marketing initiatives to enhance customer engagement and brand outreach.
- Utilized all social media management for brand visibility.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed online players, VIP overflow clients for online. Handled over 300 to 400 contacts for the Australian market.
- Escalated any any unresolved issues or complaints to the line manager while maintaining transparent communication with the branch and business partners at the branch level.
- I was one of the first employees hired at [Betway] and played a key role in building the company from the ground up. Where there was just 6 of us for brand Betway South Africa (call center) and when I left were at 200 call center agents.
Customer Service Consultant (Senior Agent)
Ignition Contact Centre
10.2015 - 05.2016
- Submitted comprehensive reports to track and analyze relevant data on the whereabouts of the parcels
- Demonstrated proficiency in effective data-capturing techniques to maintain accurate and organised records
- Generated waybills efficiently to facilitate smooth logistics and shipment processes
- Managed job cards distribution to installers and promptly responded to email inquiries
- Implemented strategies for client retention to foster long-term relationships and satisfaction
- Oversaw courier management and ensured timely deliveries to meet customer expectations
Operations Consultant Dispatch
Ignition Contact Centre
04.2014 - 10.2015
- Maintained consistent service standards across six regional branches to uphold quality and customer satisfaction
- Kept clients informed about new software updates and provided relevant information to ensure smooth transitions and optimal utilisation (SaaS)
- Conducted comprehensive training sessions on effective client retention strategies for all staff members to enhance customer loyalty and satisfaction
Customer Care Team Leader Online Gaming
Game4u
01.2014 - 04.2014
- Implemented quality assurance measures, resulting in a significant decrease in customer complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Trained new personnel regarding company operations, policies and services.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Sold software and games to customers
Financial Adviser
Sanlam
11.2011 - 02.2013
- Certified FSCA Representative (RE5) with expertise in structuring personalized investment solutions tailored to assist clients in achieving their long-term financial objectives
- Proficient in developing, deepening, and maintaining client relationships to foster trust and loyalty
- Possess strong critical thinking skills and exercise sound judgment in serving clients' needs effectively
- Capable of making reasonable investment recommendations free from external influences, prioritizing clients' best interests
- Analyzed client capital structures and plans to determine financial viability and productivity of intended investments.
- Skilled in preparing financial documents, including income projections and investment reports, to provide clients with comprehensive insights into their financial status and investment portfolios
Customer Service Rep
Multichoice
08.2010 - 10.2011
- Assisted customers in resolving account queries related to billing and aided in selecting suitable services, while also providing technical support to address any technical issues
- Engaged in DSTV product marketing initiatives, ensuring effective promotion and dissemination of product information to potential customers while maintaining quality assurance standards
- Conducted administrative tasks and computer-related work to support operational efficiency and maintain accurate records ( CRM systems) .
- Add on sales and Sold new software to clients (SaaS)
Brand Coordinator
Connexit
11.2007 - 08.2010
- Leading a team of 40 individuals gave me valuable experience in conflict management, fostering an environment of effective resolution and cooperation
- Collaborated with the brand manager to coordinate brand management activities, ensuring cohesive implementation of brand strategies and initiatives
- Nurture positive public relations and strengthen client relationships
- Supervised all promotions in timely execution and in adherence to client-specified dress codes by promoters
Brand Ambassador
Connexit
04.2006 - 01.2007
- Promoting the client's products at events
- Oversaw VIP client relations at Durban July
- Optimised social media technology
- Applied negotiation skills in brand promotion
- Demonstrated how products worked
Education
Law
University of South Africa (UNISA)
04.2001 - 06.2024
User Experience Certificate - undefined
University of Cape Town
Social Media Management - undefined
University of Cape Town
Customer Service Management - undefined
University of South Africa (UNISA)
RE5 Representative - undefined
Moonstone
Certificate in Business Environment - undefined
MSC: Accredited by the Faculty of Management Studies, University of Natal
Communication and Computation Skills - undefined
MSC: Accredited by the Faculty of Management Studies, University of Natal
Skills
Proficient in gathering customer insights and accurately gauging Net Promoter Score (NPS), Employee Net Promoter Score (ENPS), or Customer Satisfaction Score (CSAT)
Certification
User Experience Certificate, 2019, University of Cape Town
Hiking
I am a highly motivated and fast learning individual. I like to upgrade my skills and assist others to get better as well.
Timeline
Customer Experience Advisor (Remote)
Raging River
11.2017 - 01.2023
Customer Service Representative
Osiris Trading
05.2016 - 11.2017
Customer Service Consultant (Senior Agent)
Ignition Contact Centre
10.2015 - 05.2016
Operations Consultant Dispatch
Ignition Contact Centre
04.2014 - 10.2015
Customer Care Team Leader Online Gaming
Game4u
01.2014 - 04.2014
Financial Adviser
Sanlam
11.2011 - 02.2013
Customer Service Rep
Multichoice
08.2010 - 10.2011
Brand Coordinator
Connexit
11.2007 - 08.2010
Brand Ambassador
Connexit
04.2006 - 01.2007
Law
University of South Africa (UNISA)
04.2001 - 06.2024
User Experience Certificate - undefined
University of Cape Town
Social Media Management - undefined
University of Cape Town
Customer Service Management - undefined
University of South Africa (UNISA)
RE5 Representative - undefined
Moonstone
Certificate in Business Environment - undefined
MSC: Accredited by the Faculty of Management Studies, University of Natal
Communication and Computation Skills - undefined
MSC: Accredited by the Faculty of Management Studies, University of Natal
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