Business
lorraine Mailula
Johannesburg
Summary
Dynamic customer service professional with proven problem-solving skills at Dion Wired, enhancing customer loyalty through effective complaint resolution. Recognized for exceeding performance metrics and fostering strong relationships, leveraging product knowledge and active listening to drive sales growth and improve user experience. Adaptable team player committed to delivering exceptional service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Cashier
Spar
06.2017 - 10.2019
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Greeted customers entering store and responded promptly to customer needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked, tagged and displayed merchandise as required.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Set up new sales displays each week with fresh merchandise.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Learned duties for various positions and provided backup at key times.
- Processed refunds and exchanges in accordance with company policy.
- Worked with floor team and managers to meet wide range of customer needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Used POS system to enter orders, process payments and issue receipts.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Performed cash, card, and check transactions to complete customer purchases.
- Improved efficiency, organized checkout area for optimal workflow.
- Ensured accuracy in financial transactions, reconciled cash with receipts daily.
- Increased sales of promotional items by informing customers about current offers.
- Supported marketing initiatives by setting up and maintaining promotional displays.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Assisted in inventory management, contributing to reduction in stock discrepancies.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Fostered positive customer relations by resolving complaints and inquiries promptly.
- Reduced processing errors by meticulously following transaction procedures.
- Enhanced customer loyalty by participating in rewards program enrollment.
- Boosted team efficiency, shared best practices in cash handling and customer interaction.
- Enhanced shopping experience, provided product information and location assistance.
- Contributed to significant decrease in queue times by streamlining checkout process.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Implemented loss prevention strategies, reducing instances of theft at checkout.
- Facilitated smoother checkout process, trained new employees on POS systems.
- Developed rapport and fostered brand loyalty by offering personalized service.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
Customer Service Representative
Dion Wired
05.2013 - 12.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Cashier
Crazy Plastics
01.2009 - 12.2012
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Education
No Degree - Business Management
University of Johannesburg
Soweto CampusSkills
Customer service
Accomplishments
A self-driven, ambitious very good working with people. Business minded person who struggles to get on her feet, looking forward to put the skills to use, hungry to grow more on business industry.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
Business management & Entrepreneurship
Interests
Timeline
Cashier
Spar
06.2017 - 10.2019
Business management & Entrepreneurship
05-2013
Customer Service Representative
Dion Wired
05.2013 - 12.2016
Cashier
Crazy Plastics
01.2009 - 12.2012
No Degree - Business Management
University of Johannesburg