Lungile Portia Masondo
Office Administrator
Gauteng
Summary
Dynamic and results-oriented professional with a proven track record at Truworths, enhancing customer satisfaction and fostering brand loyalty through exceptional customer support and efficient problem-solving. Skilled in BI (Qliksense) and adept at inbound call management, I have successfully increased customer retention and exceeded performance metrics, demonstrating strong analytical and interpersonal abilities.
Overview
6
6
years of professional experience
11
11
years of post-secondary education
1
1
Language
Work History
Customer Service Officer Intern
Truworths
Kempton Park
02.2021 - 02.2022
- Assisted call-in customers with questions and orders.
- Welcome and assist customers to ensure they find relevant items in the store.
- Maintain a clean, well-stocked and visually appealing store.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Sales Representative Intern
African Bank
Kempton Park
02.2019 - 02.2020
- Increased sales leads by conducting market research and identifying potential clients.
- Talk to potential customers to understand their financial needs and recommend a suitable products.
- Identify and action cross-sell and up sell opportunities as required ( focusing on digital channels and feature adoption).
- Participate in tactical sales/marketing activities as required.
- Assist customers to capture income/expenses and FICA documents on the Gazelle system
- Maintained accurate records of client interactions, documenting details of meetings, calls, and follow-ups in the CRM system.
- Consistently met or exceeded assigned performance metrics such as call volume targets or lead conversion rates.
- Analyzed competitor offerings to identify unique selling points for our products in the marketplace.
- Participated in sales meetings and presentations to gain knowledge and insight.
- Negotiated favorable terms with clients, securing contracts that maximized profit margins without compromising quality or delivery timelines.
- Conducted regular check-ins with existing customers to ensure satisfaction and uncover upsell opportunities.
- Follow the relevant risk and compliance procedures, work instructions and business requirements
Field Marketer
Smollan Group
Kempton Park
07.2016 - 12.2016
- Worked closely with sales team to share leads generated from field activities, fostering a collaborative environment for increased revenue growth.
- Boosted sales through effective product demonstrations and engaging customer interactions.
- Receive stock, count, validate and capture stock from suppliers.
- Pack stock into store shelves according to planogram.
- Rotate products and remove expired or damaged products.
- Monitor store inventory based on sales and intake.
- Promote products to in-store buyers.
- Drive brand awareness through on-site and face to face interaction with clients.
- Provided excellent customer service while addressing any concerns or inquiries regarding promoted products.
- Collaborated with marketing team to create impactful in-store displays and promotional materials.
Education
BBA - Business Administration
Vaal University Of Technology
Vanderbijlpark, South Africa 01.2017 - 04.2018
No Degree - Diploma in Policing
Vaal University of Technology
Vanderbijlpark, South Africa 01.2012 - 04.2016
High School Diploma -
Ubulinga Secondary School
KwaZulu Natal 01.2000 - 12.2005
Skills
- Customer support
- Inbound call management
- Data entry
- Documentation and reporting
- Payment processing
BI (Qliksense)
Timeline
Customer Service Officer Intern
Truworths
02.2021 - 02.2022
Sales Representative Intern
African Bank
02.2019 - 02.2020
BBA - Business Administration
Vaal University Of Technology
01.2017 - 04.2018
Field Marketer
Smollan Group
07.2016 - 12.2016
No Degree - Diploma in Policing
Vaal University of Technology
01.2012 - 04.2016
High School Diploma -
Ubulinga Secondary School
01.2000 - 12.2005
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