Maipelo Khanyile
Customer Care Specialist
Midrand,Gauteng
Summary
In possession of a Bachelor of Science Degree in Biotechnology and a Bachelor of Science Honors Degree in Plant Science, both obtained from the University of Pretoria. With basic laboratory skills acquired through course work at university.
5 years experience working in internal sales/customer service and 1 year experience working in external sales. The customer-focused roles that I have held have developed my expertise in managing customer relationships and fostering positive relationships. Skilled in communication, conflict resolution, problem solving, ensuring client satisfaction and loyalty. I am a self-starter, very well-spoken and like taking initiative. Known for reliability, empathy and proactive approach to customer needs.
Overview
11
11
years of professional experience
11
11
years of post-secondary education
2
2
Certifications
Work History
Customer Relationship Representative
Microchem
Benoni, Gauteng, South Africa
01.2023 - 12.2023
- Visited clients to sell laboratory testing services.
- Managed and grew business of existing clients.
- Met with lost or dormant clients to regain the business.
- Identified new business opportunities through cold calling and prospective database leads.
- Prepared presentations on testing services offered by the company and the company profile to present to new clients.
- Arranged meetings with existing clients to review current services and expand sales opportunities.
- Created a comfortable environment for clients to communicate any dissatisfactions.
- Resolved complaints or queries for clients, in collaboration with the other departments.
- Recorded in-depth details on the CRM system of the meetings with clients.
- Executed comprehensive sales processes, from lead generation to closure.
- Generated quotations and proforma invoices using CRM.
- Navigated the LIMS system for testing status and results.
- Provided technical support to clients and facilitated their understanding of analyses.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Trained new employees on customer service, service offering, company procedures, profile creating and organizing strategies.
- Contributed to event marketing, sales and brand promotion.
Customer Care Specialist
Mérieux NutriSciences
Midrand, Gauteng, South Africa
06.2019 - 08.2021
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Onboarded new customers, providing information on our services and company requirements.
- Assisted walk-in customers with questions about the company's service offering.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Acted as the primary contact for assigned accounts and coordinated related technical support.
- Acted as the liaison between the various laboratories and customers regarding any queries, issues and follow-ups which needed to be addressed.
- Ensured that laboratory results and additional information reached assigned clients according to their requests and within agreed time.
- Generated and issued out quotations and proforma invoices to new and existing clients
- Followed up on quotations issued out to customers.
- Utilized Salesforce CRM system to process purchase orders.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customer issues to follow problems through to resolution.
- Requested escalation with management regarding ongoing unresolved issues for prompt resolution.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
Internal Sales Representative
Sartorius South Africa (Pty) Ltd
Midrand, Gauteng, South Africa
09.2017 - 05.2019
- Handled a large volume of inbound prospect calls to provide product information, answer questions on the company's products; laboratory equipment and consumables.
- Captured quotations and orders using SAGE and PASTEL.
- Followed up on open quotations and back orders and communicated lead times with customers.
- Collaborated closely with various departments to ensure smooth operations in the sales process.
- Supported product managers following to their client visits.
- Consulted with the product managers for special pricing to offer to Key customers.
- Browsed company websites for tenders and compiled tender documentation.
- Handled general administration in the office.
- Packed stock for customer collection, delivery or requested courier services for collection.
- Developed strong relationships with clients, leading to increased repeat business and consistent sales growth.
- Enhanced client satisfaction by providing exceptional customer service and addressing inquiries promptly.
Customer Service Consultant
Protea Chemicals - A division of Omnia
Germiston, Gauteng, South Africa
02.2016 - 08.2017
- Handled incoming requests for purchase of chemicals via telephone and email.
- Dealt very closely with External Sales Representatives after their customer visits.
- Generated quotations and captured purchase orders using PASTEL and QAD.
- Maintained stock back orders.
- Dealt with the warehouse team for stock volumes.
- Dealt with Product Managers and the technical team relating to product specifications and material safety data sheets.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Enhanced response efficiency by tracking customer interactions through CRM software during calls.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
Practical Demonstrator (Plant Physiology & Molecular Biology)
University of Pretoria, Department of Plant Science
Pretoria
07.2014 - 04.2015
- Prepared practical material, equipment and instruments for first year botany students.
- Provided guidance in performing experiments and analysis of results.
- Offered assistance in completion of practical assessments.
- Ensured students understood practical themes and obtain satisfactory results.
Junior Technical Assistant
University of Pretoria, Department of Plant Science
Pretoria
08.2014 - 11.2014
- Prepared practical material, equipment and instruments for Plant Physiology, Medicinal Plant Science, and Plant Biotechnology for undergraduate students
- Assisted students with laboratory work
- Managed the maintenance, service and repair of specialized research equipment for practicals and research in plant physiology/medicinal plant science.
- Ensured labware and equipment is sufficient and clean for students to use during practical sessions.
- Washed and packed lab ware and lab equipment in the designated areas
- Reported to the Senior Technical Assistant.
Laboratory Assistant (Under a Mentorship Programme)
University of Pretoria, Department of Microbiology and Plant Pathology
Pretoria
06.2013 - 06.2014
- .Assisted a PhD plant pathology student with laboratory work; prepared liquid and solid media.
- Prepared potato samples and bacterial inoculum.
- Sterilized liquid media (through autoclaving).
- Inoculated bacterial inoculum into potato samples and incubation thereof
- Plated infected potato samples onto petri dishes and cultured the samples.
Education
Bachelor of Science Honors - Plant Science
University of Pretoria
Pretoria, Gauteng, South Africa 01.2015 - 04.2016
Bachelor of Science - Biotechnology
University of Pretoria
Pretoria, Gauteng, South Africa 01.2010 - 09.2014
Matric -
Athlone Girls' High School
Johannesburg 01.2005 - 12.2009
Skills
Product and service sales
Customer service excellence
Teamwork
Interpersonal skills
Professional inquiry response
CRM software proficiency
Problem-solving skills
Microsoft office; Word, Powerpoint, Excel
Time management
Issue and Complaint resolution
Reliability
Record keeping
Inbound call management
Shipping procedures
Planning skills
Organizational skills
Personal Information
- Citizenship: South African
- Date of Birth: 10/21/1991
- Driving License: Code 8
- Marital Status: Married
Physical address
82 Tamboti Street, Carlswald, Midrand
Certification
Good Manufacturing Practices as a prerequisite for HACCP
Hobbies
During my spare time I mostly like to engage in activities that are calming and soothing to my soul and mind or enhance my health. I enjoy reading self-help books or a novel. If I feel like moving, I engage in either yoga or walking. I love taking walks in nature. When I feel like breaking a sweat, I do so by means of jogging or hiking. Cooking is another favorite activity of mine that I use to be creative in the kitchen, while I create delicious food. I enjoy going out to experience different places and environments with my family. Spending time with close friends and family is one of the ways in which I socialize. I enjoy a good laugh. I enjoy a good cup of coffee or a mocha (mixture of coffee and hot chocolate).
Timeline
Customer Relationship Representative
Microchem
01.2023 - 12.2023
Good Manufacturing Practices as a prerequisite for HACCP
01-2021
HACCP - Implement a HACCP System
01-2021
Customer Care Specialist
Mérieux NutriSciences
06.2019 - 08.2021
Internal Sales Representative
Sartorius South Africa (Pty) Ltd
09.2017 - 05.2019
Customer Service Consultant
Protea Chemicals - A division of Omnia
02.2016 - 08.2017
Bachelor of Science Honors - Plant Science
University of Pretoria
01.2015 - 04.2016
Junior Technical Assistant
University of Pretoria, Department of Plant Science
08.2014 - 11.2014
Practical Demonstrator (Plant Physiology & Molecular Biology)
University of Pretoria, Department of Plant Science
07.2014 - 04.2015
Laboratory Assistant (Under a Mentorship Programme)
University of Pretoria, Department of Microbiology and Plant Pathology
06.2013 - 06.2014
Bachelor of Science - Biotechnology
University of Pretoria
01.2010 - 09.2014
Matric -
Athlone Girls' High School
01.2005 - 12.2009