Malebo Clementine Sekese
Client Service Representative
Johannesburg
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Customer Care Representative
JT Group
Johannesburg, South Africa
05.2023 - 05.2024
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed to team success, consistently achieving call center performance metrics.
- Navigated multiple computer systems and applications to find information.
- Maintained and managed customer files and databases.
- Logged call information and solutions provided into internal database.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed and updated databases to handle customer data.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Created and maintained detailed database to develop promotional sales.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Telesales Consultant
JD Group
Johannesburg, South Africa
08.2021 - 03.2023
- Participated actively in weekly sales meetings to discuss strategies for achieving targets and improving overall team performance.
- Utilized time management skills to prioritize tasks and consistently meet or exceed daily call quotas.
- Implemented various upselling techniques during client interactions, maximizing revenue generation opportunities.
- Strengthened customer relationships through consistent follow-ups and attentive listening skills.
- Increased customer satisfaction by addressing inquiries and providing exceptional product knowledge.
- Handled objections professionally during calls while remaining focused on identifying win-win solutions for both parties.
- Developed rapport with customers through active listening, understanding their needs, and offering relevant solutions.
- Implemented upselling techniques to increase revenue and move product.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Utilized sales techniques to build customer interest and close sales.
- Set up appointments with interested customers according to schedule availability.
Store Manager
Melissa Shoes
Johannesburg, South Africa
10.2017 - 09.2019
- Managed inventory control, cash control, and store opening and closing procedures.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assessed local market trends to make informed decisions regarding product assortment adjustments or pricing changes based on consumer demand patterns.
- Implemented loyalty program that boosted repeat business and increased overall sales revenue.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
Cashier Then Head Cashier
Forever21
Johannesburg, South Africa
04.2015 - 10.2017
- Started as a Cashier then got prompted to Head Cashier
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Maintained balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Identified and resolved discrepancies and errors in customer accounts.
- Used POS system to enter orders, process payments and issue receipts.
- Supported management in implementing operational improvements such as updated training manuals or revised schedules.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Sales Assistance
Urban
Johannesburg, South Africa
12.2013 - 06.2014
- Enhanced customer experience by offering personalized attention, tailored suggestions, and prompt assistance throughout sales process.
- Improved customer satisfaction by providing attentive and knowledgeable assistance on the sales floor.
- Increased sales by implementing effective merchandise displays and promotional strategies in the hardlines department.
- Boosted sales performance with targeted marketing strategies and promotional events.
- Managed inventory levels and product assortments, optimizing sales floor layouts for increased revenue.
Sales Assistance
Poetry
Johannesburg, South Africa
12.2011 - 02.2013
- Greeted and offered sales assistance to every customer upon entry into store.
- Interacted with public and internal customers to answers questions and complete ticket and concessions sales and cleaning duties.
- Increased customer satisfaction by consistently providing knowledgeable assistance and friendly service on sales floor.
- Developed detailed forecasting models to accurately predict sales trends, enabling informed decision-making processes.
Education
Grade 12 -
Wendywood High School
Woodmead 01.2007 - 12.2011
Skills
Customer Service
Call Center Operations
Analytical Skills
MS Office
English Fluency
Computer Skills
Customer service excellence
Documentation And Reporting
CRM Software
Appointment Scheduling
Inbound Customer Service
Call center experience
Data Entry
Customer Service
Affiliations
Highly enthusiastic, endeavoring to satisfy clientele, personnel as well as colleagues at all times.Results-oriented, go-getter, providing added value and creating project deliverables in a timelymanner. Accurately adhering to financial analysis capabilities, confidently meeting company'sperformance expectations Utilizing logic as well as reasoning to identify various strengths &weaknesses of alternative solutions, conclusions or approaches to challenges.
Timeline
Customer Care Representative
JT Group
05.2023 - 05.2024
Telesales Consultant
JD Group
08.2021 - 03.2023
Store Manager
Melissa Shoes
10.2017 - 09.2019
Cashier Then Head Cashier
Forever21
04.2015 - 10.2017
Sales Assistance
Urban
12.2013 - 06.2014
Sales Assistance
Poetry
12.2011 - 02.2013
Grade 12 -
Wendywood High School
01.2007 - 12.2011