Maristelle Cilliers
Customer Support Team Leader
TABLE VIEW
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
STORES ASSISTANT
BORDUURGIER - HARTSWATER
01.2017 - 08.2017
- General Admin, Operating Embroidery Machines
- Proven ability to learn quickly and adapt to new situations.
WAITER/BARTENDER
KRUSTY KRAB - HARTSWATER
01.2020 - 03.2020
- Preparation of Sushi, General Waiter Duties, Bar Tender Duties
- Contributed to a positive work environment by building strong relationships with colleagues and working cooperatively on tasks.
STORES ASSISTANT
SABELLA CRYSTALS AND TREASURES
1 2021 - 08.2022
- General Admin, Product sales, Online marketing
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
Stores Assistant
Starchild
Cape Town, South Africa
11.2022 - 02.2023
- Increased store efficiency by maintaining accurate inventory records and restocking merchandise as needed.
- Contributed to a positive work environment by building strong relationships with colleagues and working cooperatively on tasks.
- Collaborated with team members to ensure seamless operations during peak hours and special events.
- Greeted customers entering store and offered assistance with requirements.
Customer Service Support Agent
Melon Mobile
Cape Town, South Africa
03.2023 - 04.2024
- Monitored trends in customer complaints, identifying areas for improvement in both processes and employee training.
- Improved client retention rates by providing attentive support and timely follow-up on inquiries.
- Developed comprehensive understanding of company policies and procedures to effectively assist customers with diverse requests.
- Streamlined communication for improved response times, resulting in positive customer feedback.
- Provided constructive feedback to colleagues, helping improve overall team performance while maintaining positive working relationships.
- Collaborated with team members to develop effective strategies for handling challenging customer interactions.
- Built strong relationships with clients, fostering trust and loyalty through personalized service.
- Contributed ideas and practical solutions to support process improvement efforts.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
Customer Service Support Team Leader
Melon Mobile
Cape Town, South Africa
04.2024 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Mentored junior team members, fostering professional growth and skill development.
- Led a team of customer support agents, ensuring high-quality service delivery and efficient problem resolution.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely feedback.
- Managed emergency situations effectively, coordinating with the appropriate team members to quickly address and resolve any customer issues.
- Maintained close relationships with key clients through frequent check-ins and updates on their account status or ongoing support requests.
- Collaborated with other departments to gather insights on product issues reported by customers, contributing valuable feedback that informed future improvements.
- Coordinated with cross-functional teams to address recurring customer concerns, resulting in improved product quality and user experience.
- Managed scheduling and workload distribution for the customer support team, optimizing resource allocation and minimizing response times.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
Education
High School Diploma -
National Senior Certificate
Hartswater, South Africa 01.2018 - 12.2020
First Aid Level 1, Care4U AMBULANCE SERVICE (Affiliated With Netcare)
02.2018 - 02.2018
First Aid Level 2, Care4U AMBULANCE SERVICE (Affiliated With Netcare)
10.2019 - 10.2019
Full Stack Web Development -
Optimi College - IT Academy
01.2022 - 02.2023
Skills
Customer Assistance
Team motivation
Problem-Solving
Time Management
Team Supervision
Work Planning
Complaint resolution
Problem-solving abilities
Idnumber
010321 0178 08 5
Personal Information
Date of Birth: 03/21/2001
References
- Wendy Herdien, Owner, Starchild, 078 053 1975
- Llyris Berry, Owner, Sabella Crystals, 072 345 5713
- Tanja Els, Teacher, First Aid Stewart, 083 462 2616
- Junene Pieterse, Manager, Borduurgier, 076 450 6530
- Bobby Raley, Former Manager, Krusty Krab, 069 378 5079
- Maddy Doyle, Operations Executive, Melon Mobile, 068 627 4438
Timeline
Customer Service Support Team Leader
Melon Mobile
04.2024 - Current
Customer Service Support Agent
Melon Mobile
03.2023 - 04.2024
Stores Assistant
Starchild
11.2022 - 02.2023
Full Stack Web Development -
Optimi College - IT Academy
01.2022 - 02.2023
WAITER/BARTENDER
KRUSTY KRAB - HARTSWATER
01.2020 - 03.2020
First Aid Level 2, Care4U AMBULANCE SERVICE (Affiliated With Netcare)
10.2019 - 10.2019
First Aid Level 1, Care4U AMBULANCE SERVICE (Affiliated With Netcare)
02.2018 - 02.2018
High School Diploma -
National Senior Certificate
01.2018 - 12.2020
STORES ASSISTANT
BORDUURGIER - HARTSWATER
01.2017 - 08.2017
STORES ASSISTANT
SABELLA CRYSTALS AND TREASURES
1 2021 - 08.2022