Hi, I’m
Madonna Isaacs
Buccleauh
Summary
Remote opportunities, that can still allow me to spend time with my fast growing Children. And help me learn new skills.
As a customer-focused professional with a passion for delivering exceptional service, I have a proven track record of exceeding customer expectations. With 14 years of experience in the service industry, I have honed my skills in relationship-building, problem-solving, and communication to deliver top-notch service to each and every customer. My expertise lies in working collaboratively with teams to implement customer service initiatives and continually improve the customer experience. I thrive in fast-paced environments and am committed to delivering results that exceed expectations. Through my keen attention to detail and strong organizational skills, I am able to consistently deliver on-time, high-quality service and product delivery to our valued customers. Overall, I am dedicated to providing world-class customer service, and I am confident that my passion, experience, and skillset make me an ideal candidate for any customer-driven role.
Overview
17
years of professional experience
20
years of post-secondary education
3
Languages
Work History
MTNSA
Store Manager's Assistant
01.2022 - Current
Job overview
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Created and maintained safe and secure work environments for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Rotated merchandise and displays to feature new products and promotions.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Trained newly hired sales team in upselling techniques.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
MTNSA
Customer Service Representative
01.2008 - Current
Job overview
- Company Overview: Mobile Telecommunications Network of South Africa
- As a frontline customer service representative at MTN, I have developed a comprehensive skill set that allows me to excel in delivering exceptional service to our valued customers
- Customer Interaction: Engage with customers through various channels (phone, email, chat, in-person) to address inquiries, resolve issues, and provide information about MTNSA's products and services
- Problem Resolution: Identify customer issues and troubleshoot problems, ensuring timely and effective resolutions while maintaining high customer satisfaction
- Product Knowledge: Maintain a thorough understanding of MTNSA's offerings, including mobile services, data plans, devices, and promotions, to provide accurate information and advice to customers
- Account Management: Assist customers with account-related queries, such as billing issues, plan changes, and service upgrades or downgrades
- Documentation: Document customer interactions and feedback accurately in the company's CRM system, ensuring records are up-to-date for follow-up actions
- Feedback Collection: Gather customer feedback on services and suggest improvements to management based on recurring issues or concerns
- Sales Support: Promote MTNSA's products and services by identifying customer needs and recommending suitable solutions that enhance their experience
- Adherence to Policies: Follow company policies and procedures regarding customer service standards, compliance, and data protection
- Mobile Telecommunications Network of South Africa
- Demonstrating exceptional verbal and written communication skills, I am able to clearly articulate information to customers
- I excel in explaining technical concepts in a simple and understandable manner, ensuring that customers are well-informed and empowered to make informed decisions
- I am adept at diffusing tense situations and effectively managing customer expectations
- Working in a fast-paced environment, I have honed my multitasking skills, consistently handling a high volume of customer inquiries without compromising on the quality of service
- Recognizing the importance of teamwork in delivering exceptional service, I actively collaborate with my colleagues to share knowledge and insights
Education
Lincoln Heights Secondary School
Matric
01.2004 - 04.2006
MTNSA
Customer Service Representative
01.2008 - 04.2025
Skills
Customer Relationship Management
Other
Remote opportunities that can still allow me to spend time with my fast-growing children and help me learn new skills.
Online courses on AI
I take online free courses to to help further my education while I work to secure funds to allow me to attend an institution to further my passion on fast pace growing Technology and AI future.
Timeline
Store Manager's Assistant
MTNSA
01.2022 - Current
Customer Service Representative
MTNSA
01.2008 - Current
MTNSA
Customer Service Representative
01.2008 - 04.2025
Lincoln Heights Secondary School
Matric
01.2004 - 04.2006
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