Improving customer satisfaction
Nana Loma
Customer Service Representative
Cape Town
Summary
Polite and professional Customer service Representative successful in applying strong communication and problem resolution skills to each customer's issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Certification
5
5
Languages
Work History
Call Center Agent
AEM DATA - Remote
Cape Town
06.2022 - 01.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Automated processes to manage remote network.
- Learned and adapted quickly to new technology and software applications.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained and managed customer files and databases
- Responded customers emails
- Attended telephone skills and program information training sessions to boost aptitude.
Customer Service/ Cashier
PICK N PAY FAMILY STORE
Table View
03.2021 - 04.2022
- Processed cash, check, or credit transactions with accuracy
- Assisted customers at checkout by scanning and bagging their groceries
- Counted cash drawers
Sales Rep, Admin and Online Order Manager
Roastwell Coffee CC
Cape Town
02.2015 - 07.2018
- Take incoming telephone calls (taking orders and Provide service to customers via telephone and email)
- Successfully reorganized call escalation protocol
- Manage Online Shop using "Joomla" (Online Shop)
- Receptionist (front face of the company Respond to all inquiries within 24 hours)
- Type official correspondence (e-mails)
- Capturing Orders using (Omni, Smartsheet and PnP Portal)
- Modifying and Printing Labels as well as responsible for stock-take on labels and pouches
- Utilized CRM software to manage customer accounts and track performance metrics. (Smart-Sheet and 5One)
- Kept detailed records of daily activities through online customer database.
- Set and achieved company defined sales goals.
Dispatching and Administration Assistant
Roastwell CC
Cape Town
01.2015 - 11.2016
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Offered technical support and troubleshot issues to enhance office productivity.
- Composed inter-office correspondence and provided product and service information to customers.
- Consulted with leadership to identify processes requiring improvement to support growth and success.
- P
Dispatching (work Intergrated Learning)
Damelin Online College
Cape Town
04.2014 - 05.2014
- Provided professional services and support in a dynamic work environment.
- Filling, picking, Ticking and Dispatching the Student's books (study materials).
Manufacturing and Promotion
Roastwell Coffee CC
Cape
11.2010 - 01.2012
- Roasting the different range of tree nuts (Cashew, Almond and Macadamia Nuts) with different flavors such as salted, unsalted, wasabi and smoke
- Ensuring good quality of Nut by paying attention to the temperature and time
- Responsible for labeling ( preparing pouches before packing)
- Promoting the quality of our Nuts in different PICK 'N PAY AND SPAR Stores within the Western Cape
Education
Salesforce CRM - Customer Relationship Management
Trailhead Salesforce
Online 05.2022 - Current
Matric Certificate - Business Studies
Bloubergrant High School
Blouberg, Cape Town 01.2009 - 12.2010
Diploma - Business Management
Damelin College
Cape Town WC 02.2012 - 12.2014
Skills
General Administration and data Management
Planning, Organizing, Leading and controlling
Active Listening,Quality assurance,Problem-Solving and Till counting
Cold-Calling,Technical Support Skills and Organization and Time Management
Dependable, Responsible and Honesty
Advanced computer proficiency (both PC and Mac) and Customer Relationship Management
Performance improvement, Cooking Skill,Designing and Editing Skills
Quality assurance, Up-Saling Skill,Interpersonal and written communication
Interests
Reference
- Jemira +27 67 679 4009
Email: jemira@aemdata.com
- Allan Holcombe +27 83 777 2284
Email: allan@roastwell.co.za
- Mati: +27 74 874 8774
Email: msajanga12@gmail.com
Certification
Supporting documents upon request*
Religion
CHRISTIAN
Members of Common Ground Blouberg
Timeline
Call Center Agent
AEM DATA - Remote
06.2022 - 01.2023
Salesforce CRM - Customer Relationship Management
Trailhead Salesforce
05.2022 - Current
Customer Service/ Cashier
PICK N PAY FAMILY STORE
03.2021 - 04.2022
Sales Rep, Admin and Online Order Manager
Roastwell Coffee CC
02.2015 - 07.2018
Dispatching and Administration Assistant
Roastwell CC
01.2015 - 11.2016
Dispatching (work Intergrated Learning)
Damelin Online College
04.2014 - 05.2014
Diploma - Business Management
Damelin College
02.2012 - 12.2014
Supporting documents upon request*
12-2010
Manufacturing and Promotion
Roastwell Coffee CC
11.2010 - 01.2012
Matric Certificate - Business Studies
Bloubergrant High School
01.2009 - 12.2010