LINDA XULU
Customer Service Manager
Durban
Summary
Dynamic Regional Customer Service Manager at Siemens Healthineers with a proven track record in complaint resolution and team leadership. Enhanced efficiency through innovative problem-solving techniques, reducing response times significantly. Skilled in training and coaching, fostering a culture of continuous improvement and high customer satisfaction. Committed to optimizing service delivery and client relations.
Overview
9
9
years of professional experience
Work History
Regional Customer Service Manager
Siemens Healthineers
12.2022 - Current
- Reviewed and updated company policies regularly based on evolving industry standards, ensuring compliance at all times.
- Reduced average response times by implementing new systems and workflows designed to enhance efficiency.
- Mentored junior team members on best practices for handling challenging situations, fostering an environment of continuous learning.
- Managed a team of customer service representatives, ensuring high-quality support and timely issue resolution.
- Implemented proactive communication initiatives to address potential issues before they escalated, reducing client complaints.
- Fostered a positive work environment by promoting teamwork and open communication among team members, leading to increased morale and reduced attrition.
- Led cross-functional projects aimed at improving overall customer experience within the region.
- Introduced innovative problem-solving techniques that empowered team members to find creative solutions in complex situations.
- Developed and executed training programs for team members, resulting in improved performance and productivity.
Customer Service Team Leader
Siemens Healthineers
01.2020 - 11.2022
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
Technical Support Engineer
Siemens Healthineers
01.2019 - 01.2020
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Performed root cause analysis of reported issues to enact corrections.
- Documented faults and bugs for referral to development staff for use in updates.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
Customer Service Engineer
Siemens Healthineers
01.2016 - 01.2019
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Fault finding and troubleshooting of laboratory analysers.
- Repairing of laboratory analysers and doing preventative maintenance and update on the equipments.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
- Led onsite installations of hardware systems for major clients, ensuring smooth integration into existing infrastructure without disruption to daily operations.
- Provided top-notch customer support, ensuring timely resolution of complex technical issues.
- Implemented proactive maintenance plans for clients, reducing downtime and increasing overall system reliability.
- Recommended products to customers, thoroughly explaining details.
Education
Management And Leadership Programme - Business Management
Duke
United State Of America Durham 04.2001 -
Diploma Electrical Engineering - Diploma Electrical Engineering
Mangosuthu University of Technology
Durban, South Africa 04.2001 -
Skills
Complaint handling
Church and Reading
Going to church with my family every Sunday.
Timeline
Regional Customer Service Manager
Siemens Healthineers
12.2022 - Current
Customer Service Team Leader
Siemens Healthineers
01.2020 - 11.2022
Technical Support Engineer
Siemens Healthineers
01.2019 - 01.2020
Customer Service Engineer
Siemens Healthineers
01.2016 - 01.2019
Management And Leadership Programme - Business Management
Duke
04.2001 -
Diploma Electrical Engineering - Diploma Electrical Engineering
Mangosuthu University of Technology
04.2001 -
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