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
undefinedHobbies 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
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