Mpho Kanono
Customer Service Manager
Pretoria,GP
Summary
Customer service administrator / Consultant Profile I am a highly motivated person with a professional attitude towards employment, an experienced Customer Relations Team Manager accomplished in delivering customer service on time to meet business needs. Adaptable and efficient team player with excellent communication skills at all levels. Am looking for a role where i can develop my skills further. My aim is to make a professional, dynamic contribution to my employer in a mutually beneficial employment: You can expect me to work under pressure You can expect me to work with all work ethics and guidance/rules You can expect me to deal with colleagues and clients in a friendly and professional manner
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Customer service manager
MBT Petroleum
Pretoria, Gauteng
07.2018 - 09.2021
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Developed service procedures, policies and standards.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Relations Team Manager
Jaguar Land Rover
Pretoria, Gauteng
03.2011 - 06.2018
- Responsible for maintaining up-to-date knowledge of industry developments and involvement in networks
- Monitoring random calls to improve quality, minimize errors and track operative performance.
- Increased customer satisfaction by resolving issues.
- Developed team communications and information for meetings.
- Maintained energy and enthusiasm in fast-paced environment.
- Conducted research, gathered information from multiple sources and presented results.
- Identified issues, analyzed information and provided solutions to problems.
Receptionist and PA
Sweet face Thai Massage
Pretoria, GP
01.2010 - 02.2011
- Confirmed appointments, communicated with clients and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Screened visitors and issued badges to maintain safety and security.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Troubleshot copy machines and printers and scheduled service as needed.
Education
Not Completed - Financial Information Systems
Cape Peninsula University of Technology
Cape Town 02.2007 - 11.2009
Diploma - Hospitality, Business management
Hospitality And Commercial College
Cape Town 01.2006 - 01.2007
Skills
People skills
Written communication skills
Leadership skills
Active Listening skills
Customer service skills
Teamwork skills
Communication skills
Interpersonal skills
Adaptability skills
SAP
Effective problem solver
Complaint resolution
Customer-focused
Adherence to high customer service standards
Exceptional telephone etiquette
Training and mentoring
Timeline
Customer service manager
MBT Petroleum
07.2018 - 09.2021
Customer Relations Team Manager
Jaguar Land Rover
03.2011 - 06.2018
Receptionist and PA
Sweet face Thai Massage
01.2010 - 02.2011
Not Completed - Financial Information Systems
Cape Peninsula University of Technology
02.2007 - 11.2009
Diploma - Hospitality, Business management
Hospitality And Commercial College
01.2006 - 01.2007