Loveness Marufu
Cape Town
Summary
Experienced professional in customer service and administration with a strong track record at Beads and Wire Connections. Skilled in conflict resolution and customer relationship management, consistently improving customer loyalty and operational efficiency. Proficient in Microsoft Office Suite and CRM software, with a proven ability to solve problems and enhance customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Beads and Wire Connections
01.2023 - 08.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Administrative Assistant
Food Lovers Market
02.2021 - 03.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Facilitated collaboration within team by organizing regular meetings and tracking project progress.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
Education
Certificate - Data Analysis
Alison Accademy
07-2024
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Microsoft Excel
- Complaint Handling
- Conflict Resolution
- Complaint resolution
- Microsoft Outlook
- Call Center Operations
- Scheduling
- Call Management
- Product Knowledge
- Follow-up skills
- Paperwork Processing
- Appointment Scheduling
- Data Collection
- Microsoft Office Suite
- Administrative Support
- Customer Relationship Management (CRM)
- Live chat support
- Product and service solutions
- Store maintenance
- Recordkeeping strengths
- Reading Comprehension
- Spreadsheets
- Service Upselling
Certification
- Help Desk Analyst, Tier 1 Support Specialist - HDI.
- Certified Support Manager (CSM) - HDI.
- Adobe Certified Expert (ACE) – Adobe Systems Incorporated.
- Zendesk Support Administrator Certification - Zendesk.
- LiveChat Expert LiveChat, Inc.
- Microsoft Office Specialist (MOS) - Microsoft.
- HubSpot Sales Software Certification – HubSpot Academy.
Languages
English
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Beads and Wire Connections
01.2023 - 08.2024
Administrative Assistant
Food Lovers Market
02.2021 - 03.2023
- Help Desk Analyst, Tier 1 Support Specialist - HDI.
- Certified Support Manager (CSM) - HDI.
- Adobe Certified Expert (ACE) – Adobe Systems Incorporated.
- Zendesk Support Administrator Certification - Zendesk.
- LiveChat Expert LiveChat, Inc.
- Microsoft Office Specialist (MOS) - Microsoft.
- HubSpot Sales Software Certification – HubSpot Academy.
Certificate - Data Analysis
Alison Accademy
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