Zendesk
LINDELL GYSMAN
Call Centre Customer Advisor & Retail Manager
Cape Town
Summary
Expert Manager bringing 18 years of expertise in retail. Effectively manages assignments and team members. Dedicated to self-development to provide expectation-exceeding service.
Dedicated Customer Service Professional Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
2026
2026
years of professional experience
2
2
Languages
Work History
Retail Manager
Woolworths Pty Ltd
- Managed medium-sized retail teams of 12+, managing work schedules, employee queries, regulations and complaints.
- Resolved complaints on products, company issues and customer service to keep business operational.
- Planned and implemented strategies for negotiating supply contracts and sourcing products and offerings from authorized suppliers.
- Closely monitored team performance, identifying improvements and managing change.
- Matched traffic volumes by preparing work schedules for staff according to peak periods and holidays.
- Created positive working environments by offering support and guidance to staff.
- Collate sales data, analyses transaction reports and forecasted revenue to plan marketing and growth-related activities.
- Recruited, trained and supervised staff, conducting performance and process reviews to resolve work-related issues.
- Interacted with customers to develop rapport, determine shopping needs and upsell or cross-sell items and services.
- Supervised product pricing and labeling activities, adjusting prices to reflect promotions and clearing slow-moving stock.
- Followed health and safety legislation in storing and displaying merchandise, keeping dangerous and age-restricted products in controlled areas for compliance.
- Verified warranty details for defective items and replaced damaged or flawed products to keep customers satisfied.
- Analyzed sales data to identify trends, adjust inventory levels accordingly, and maximize revenue opportunities.
Customer Service Adviser Call Centre
Capita - M&S Campaign
09.2025 - 12.2025
- Take customer calls, emails and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Guide callers through troubleshooting, navigating the company site or using the products or services.
- To achieve customer client KPI target in relation to all contact via multiple channels working within the requirements. To deliver an excellent customer experience by providing a customer-focused right first time, managing any customer complaints to a satisfactory conclusion. To accurately capture data and enter it onto the relevant systems.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
Online Supervisor
Woolworths Pty Ltd
04.2014 - 02.2018
- Met budget targets through responsible planning and resource allocation.
- Spearheaded the implementation of new software tools that improved team performance in managing daily tasks.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Trained and mentored employees to maximize team performance.
- Developed team communications and information for meetings.
- Prepared range of written communications, documents and reports
- Fostered a positive work environment by actively promoting teamwork and open communication among team members, resulting in higher morale and job satisfaction levels.
- Organized files to support efficiency and traceability.
End of Day Controller
Woolworths Pty Ltd
03.2012 - 03.2014
- To provide team members with clear direction and objectives for today's tasks and planning and prioritizing these tasks to ensure today's work gets completed today and all processes, policies and procedures are adhered to.
- Follow up on the completion of tasks delegated to staff during their shift.
- Give necessary training to team members where training gaps are identified.
- Mentored junior staff members, fostering a positive work environment conducive to professional growth and development.
- Prepared detailed variance analyses on a monthly basis, enabling more effective tracking of actuals versus forecasted figures.
- Implemented cost-saving measures, identifying inefficiencies and reallocating resources to achieve optimal results.
Till Supervisor
Woolworths Pty Ltd
12.2007 - 02.2012
- Assessed cashier performance, offering assistance in resolving cash handling and customer service issues.
- Solved complex customer complaints by providing smart solutions to maintain customer satisfaction.
- Closely monitored cashier operations to tend to colleagues requiring assistance.
- Designed work and break schedules for cashier staff, scheduling based on quieter periods and shift length.
- Maintained store's shrink awareness program to address inventory shrinkage or theft, minimizing negative effects on business operations.
- Managed authorizations on POS systems, verifying transactions before authorizing actions to protect company interests.
- Helped checkout staff assess customer IDs, checking for validity for age-restricted purchases.
- Managed scheduling of breaks for checkout teams based on quieter periods and shift duration.
- Stayed updated on product specifications, availability and pricing to answer cashier and customer queries.
- Assigned tasks to cashiers based on priorities, decreasing customer wait times and lengthy queues.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Quickly and accurately counted drawers at start and end of each shift.
- Verified accuracy of daily cashier batches by checking receipts, checks, and cash.
Cashier
Woolworths Pty Ltd
10.2005 - 11.2007
- Maintained neat and clean shop floor and storage areas.
- Maintained high productivity by efficiently processing cash, credit and debit payments.
- Helped customers with specific item requests by answering questions and offering knowledgeable product advice.
- Maintained clean, tidy and organized checkout areas.
- Handled high-volume credit and cash transactions using Point Of Sale (POS) systems efficiently.
- Worked overtime shifts to maintain optimal workflow during busy periods or times of unexpected high volume.
- Monitored shop floor for suspicious customer behavior and signs of theft, following company procedures to prevent shoplifting.
- Consulted with customers to help with purchasing decisions.
- Addressed and resolved complaints regarding transactions and ticket issuing.
- Minimized fraudulent transactions by assessing notes when processing payments.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
Education
National Certificate - Management - Level 03
Service Sector Education and Training Authority
Cape Town, WC01.2020
High School Diploma - undefined
Bishop Lavis High
Bishop Lavis01.2000
Skills
People Management
Software
Global e Zendesk
Global e Admin
Demandware
Subscriber
Aida Azure
HighJump
Microsoft Office Programs
Timeline
Customer Service Adviser Call Centre
Capita - M&S Campaign
09.2025 - 12.2025
Online Supervisor
Woolworths Pty Ltd
04.2014 - 02.2018
End of Day Controller
Woolworths Pty Ltd
03.2012 - 03.2014
Till Supervisor
Woolworths Pty Ltd
12.2007 - 02.2012
Cashier
Woolworths Pty Ltd
10.2005 - 11.2007
High School Diploma - undefined
Bishop Lavis High
Retail Manager
Woolworths Pty Ltd
National Certificate - Management - Level 03
Service Sector Education and Training Authority
References
- Capita Team Leader, M&S Spencer
Mu-Minah Mientjies
061 207 8330
- Capita Team Leader, M&S Spencer
Chelsea Leigh Hawes
074 511 5147