Lucretia Africa
Cape Town
Summary
I am a people-oriented individual with attention to detail. Experienced service-oriented individual and the ability to adapt to different personalities. I am a Team player with people skills and a friendly positive attitude. Excellent communicator with multi-tasking abilities and a fast learner. Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans, and scripts. Dedicated to analyzing and resolving defects.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
Work History
Quality Analysts
Capita
Cape Town
10.2023 - 03.2024
- Administered 15 weekly internal quality audits and assessed results to inform corrective action measures.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Standardized inspection criteria across multiple product lines, ensuring consistent quality evaluation and control
- Enhanced customer satisfaction by addressing and resolving complaints in timely manner, demonstrating commitment to exceptional service
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
Customer Service Representative
Capita
Cape Town
04.2019 - 03.2024
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Streamlined call center processes for improved efficiency and reduced wait times
- 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
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- 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
Receptionist
Partners Hair Design
Cape Town
01.2019 - 04.2019
- Handled sensitive information with discretion while maintaining strict confidentiality standards
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information
- Facilitated clear communication between staff members by distributing memos and announcements in a timely manner
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients
Online Customer Service Consultant
Mr Delivery
Cape Town
01.2015 - 01.2017
- Handled escalated customer complaints with professionalism and empathy, working diligently to find satisfactory resolutions while preserving client relationships.
- Achieved high levels of first-contact resolution with thorough understanding of company products and policies.
- Delivered prompt service to prioritize customer needs
- Investigated and resolved customer inquiries and complaints quickly
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced customer satisfaction by swiftly addressing and resolving inquiries through email and live chat platforms
- Assisted in development of online knowledge base, improving self-service options for customers seeking assistance outside operating hours.
Education
Rocklands Senior School
Cape Town 01.2004 - 12.2010
Skills
Operations Analysis
undefinedCover Letter
I am a quick learner and enjoying new things in my job. I am well organized, like to share my knowledge and ideas with my colleagues. I have communication skills, patience and do things to the best of my ability. I can handle pressure extremely well. Customer care service is what I strive on and will do my utmost best to deal with the client and their problem. If I am successful in my application, I know I can add value to the company.
Telephone
062 243 8376
Health
Good
Personal Information
- ID Number: 9201020266081
- Ethnicity: Coloured
- Date of Birth: 02/01/92
- Gender: Female
- Nationality: South African
- Marital Status: Single
Timeline
Quality Analysts
Capita
10.2023 - 03.2024
Customer Service Representative
Capita
04.2019 - 03.2024
Receptionist
Partners Hair Design
01.2019 - 04.2019
Online Customer Service Consultant
Mr Delivery
01.2015 - 01.2017
Rocklands Senior School
01.2004 - 12.2010
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