Hi, I’m
Masrupha Davids
Customer Service Representative
Cape Town
Summary
I am ambitious, self motivated and a reliable individual that is seeking employment with a progressive organization. Utilizing experience, knowledge, ability, flexibility and can-do attitude and communicating skills will be used effectively to meet organization's objectives, maintain and achieve overall vision, mission and values of the organization. My confidence, self-motivated and the ability to work under pressure speak volume under supervision, individually and in a team.
Overview
6
years of professional experience
Work History
Amazon
Customer Service Associate
05.2022 - 07.2022
Job overview
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed timely and effective replacement of damaged or missing products.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Conducted follow-up calls to ensure complete satisfaction after issue resolution or product purchase completion.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Direct AxisDiep River
Customer Care Agent
11.2016 - 08.2021
Job overview
- Increased issue resolution rate through continuous training and performance evaluation.
- Met customer call guidelines for service levels, handle time and productivity.
- Communicated with clients regarding account services, statements, and balances.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
Education
Heathfield High School
Matric
12.2014
University Overview
- Highest Grade Passed: Grade 12
- Subjects: English, Afrikaans, Mathematics Literacy, Engineering & Graphic design, Life Science, Life Orientation
Skills
Customer Support
Customer Relationship Management (CRM)
Customer Service
Refunds and exchanges
De-Escalation Techniques
Analytical Skills
MS Office
Computer Skills
Teamwork and Collaboration
Effective Communication
Multitasking
Sales and Upselling
Calm Under Pressure
Inbound Call Management
Appointment Scheduling
Additional Roles And Responsibilities
- Was a 2ic for just under a year
- Assisted with escalations and complaints
- Did call listening and deep dives
- Did coaching
- Did weekly and monthly performance feedback
- Did departments weekly and monthly KPI report
Personal Information
- ID Number: 9605250223085
- Gender: Female
References
- Direct Axis, Saadiqah Rodrigues, Team Leader, 0836021755
- Amazon, Aidan Wyngaard, Team Manager, 0659602948
Timeline
Customer Service Associate
Amazon
05.2022 - 07.2022
Customer Care Agent
Direct Axis
11.2016 - 08.2021
Heathfield High School
Matric