Melissa C Esterhuysen
Client Service Administrator
Cape Town
Summary
Accumulating priceless knowledge and experience over the years since the age of 16. Working in direct communication with clients, contractors and co-workers. Developing a love for delivering consistent quality service.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
Work History
Client Service Administrator
Pragma
Cape Town
10.2009 - 01.2022
- Communicated professionally with colleagues, L3 contractors and clients.
- Followed up with customers about complaint issues to maintain high standards of customer service.
- Effective liaison between L3 contractors and internal departments.
- Delivered excellent customer service, resulting in consistent customer satisfaction rating.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Devised workaround solutions for overdue adhoc and breakdown related work orders.
- Met customer call guidelines for service levels, handle time and productivity. Managed difficult clients and contractors.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Facilitated completion of outstanding orders, complaints and completed accurately to meet aggressive deadlines.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers as well as L3 contractors. Assisted with Call Centre operations.
- Validated and captured invoices and required paperwork.
- Recorded actions taken, issues resolved and information regarding overdue work orders and complaints to management.
- Handled customers in a fast-paced and deadline setting in coordination with solid team of 4 client service administrators associates.
- Managed timely and effective replacement of damaged or missing products. Acquiring quotes and submitting for approval.
- Entered orders into Onkey 5 and Onkey Express computer database system.
- Trained new personnel regarding health and safety company protocols and procedures.
- Processed 200 invoices each week and resolved invoice related issues and queries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service by prioritizing customer urgency, relevance and needs.
- Updated databases to handle customer and L3 contractors data.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Liaised with management teams to develop solutions and accomplish shared objectives.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
Credit Control Assistant
Quince Property Finance
Cape Town
01.2008 - 07.2009
- Prepared and distributed monthly statements of accounts.
- Made contact and took action to collect on insufficient funds checks.
- Handled reporting, filing and collections paperwork for credit group.
- Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.
- Minimized accounts receivable collections and reconciled customer billings and statements.
Home Loan Attorney Liason
100% Home Loans
Cape Town
01.2006 - 05.2008
- Exceeded goals through effective task prioritization and great work ethic.
- Increased customer satisfaction by resolving issues.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Handled incoming calls to address customer inquiries and concerns.
- Worked with customers to understand needs and provide excellent service.
- Collaborated with team members to achieve target results.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Arranging meetings between clients and attorneys.
- Ensuring all paper work is completed for signing.
Education
Certificate - Secretarial
Prestige Academy
Cape Town 06.2006 - 08.2006
High School Diploma -
Home Schooled
Cape Town 01.2002 - 12.2002
Skills
Team Building
Research and due diligence
Inter-department collaboration
Training and mentoring
Account updates
Customer Relations
Service standard compliance
Training development aptitude
Recordkeeping strengths
Multi-line phone talent
Professional telephone demeanor
Staff education and training
Complaint resolution
Fast and accurate data capturing
First Aider
HSSE Representative
Hobbies and Interests
Avid reader and writer.
DIY home projects.
Arts and crafts.
Timeline
Client Service Administrator
Pragma
10.2009 - 01.2022
Credit Control Assistant
Quince Property Finance
01.2008 - 07.2009
Certificate - Secretarial
Prestige Academy
06.2006 - 08.2006
Home Loan Attorney Liason
100% Home Loans
01.2006 - 05.2008
High School Diploma -
Home Schooled
01.2002 - 12.2002