NANCY MOSELE MOTSAPI
Cape Town
Summary
Dedicated and highly skilled customer service professional with a proven track record of providing exceptional support. Goal is to leverage experience and expertise in customer engagement leadership and support to contribute to a dynamic team and organization. Confident in ability to deliver outstanding customer service, build strong relationships, and effectively resolve issues. Passionate about exceeding expectations, eager to make a positive impact and drive success within the company.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Online Shopping Assistant - North West University
Takealot
01.2023 - 04.2024
- Created NWU students' study material orders using Takealot's website
- Utilized student data sheets and adhered to POPIA regulations
- Verified information with students through outbound calls and tickets
- Ensured accurate delivery by cross-checking information and tracking orders
- Managed Excel sheets for various tasks and provided exceptional service
- Handled failed express deliveries and logged returns
- Conducted data mining and troubleshooting
- Innovation and planning
- Relationship-building with customers, agents and internal stakeholders
- Actively seek innovative ways to enhance the overall product to maximize customer experience
Customer Support Agent
TFG/BASH
11.2022 - 01.2023
- First contact solving inbound calls and email queries
- Achieved high CSAT scores and reduced workloads innovatively
- Located website and in-store stock, processed returns, and tracked orders
- Multitasked efficiently using different systems and call handling
- Relationship-building with customers, agents and internal stakeholders
- Provided manual discounts and assisted customers with website navigation
- Utilized various tools, including Google Sheets and PayU Portal
- Managed switchboard and excelled in customer support
- Resolve Customer experience glitches
- Data Compliance
Customer Engagement Assistant
Takealot
10.2020 - 09.2022
- Delivered timely, accurate, and professional customer service
- Communicated with customers via phone and email
- Liaised between internal departments to solve customer queries
- Utilized Zendesk for ticket resolution and engaged with customers on social media
- Ensure that guest requests and complaints are satisfactorily resolved
- Took ownership of customer needs and alerted the company to fraudulent activities
Call Center Agent
EOH
03.2020 - 05.2020
- Answered incoming calls and resolved customer emails
- Managed and resolved customer complaints, placed orders, and upsold products
- Identified and escalated issues to supervisors
- Actively seek innovative ways to enhance the overall product to maximize customer experience
- Ensure that guest requests and complaints are satisfactorily resolved
- Provided product and service information to customers
- Documented all call information and followed standard operating procedures
- Exceeding daily sales
Operations Cutter
Tappo Industries
01.2017 - 09.2019
- Enhanced overall workflow by regularly maintaining equipment, sharpening blades, and replacing worn parts as needed.
- Exceeded customer expectations with high-quality cuts and timely delivery of finished products.
- Worked closely with inventory management team to maintain optimal stock levels of materials required for daily operations.
- Kept equipment clean and maintained in order to meet requirements.
- Operated cutting machine according to all safety protocols.
- Assisted with shipping and receiving to maintain efficient flow of materials and finished goods.
- Stood for long hours, frequently reached, or bent and lifted up to Number pounds regularly to carry out daily tasks.
- Contributed to increased customer satisfaction by producing high-quality cuts for tailored garments and products.
- Consistently met productivity goals while maintaining excellent quality standards in all work produced.
- Consistently showcased attention to detail by meticulously inspecting all work before sending it on to the next stage of production.
- Ensured seamless communication with colleagues at every stage of production process, fostering teamwork and collaboration among cutter team members.
- Met tight deadlines by prioritizing tasks and managing workload effectively.
- Increased production efficiency by streamlining cutting processes and implementing new techniques.
- Utilized various cutting tools such as scissors, rotary cutters, and automated cutting machines proficiently for diverse projects.
- Reduced material waste through accurate measurements and precise cutting methods.
Education
High School (Matric) - English Home Language, Afrikaans First Additional Language, Business Studies, Mathematics, Life Sciences, Geography, Life Orientation
Stilfontein High School
01.2010 - 04.2014
Diploma - Tourism Management
University of South Africa (UNISA)
01.2023 - 05.2023
Naspers (My Academy Skill Courses) - Business Communication Skills, Environmental and Ecology Management, Master Course in Ecology, Ecosystem, and Climate Change, Tactics for Smarter Communication, Business Grammar and Writing, Customer Relationship Management (CRM), AI Applications for Business Success, Customer Service and Support for Customer Service Executives, Problem Solving, Business Ethics
01.2023 - 05.2023
Skills
Microsoft Office 2007
Microsoft Office 2010
Microsoft Office 2016
Word
Excel - Advanced
PowerPoint
Outlook
Internet
Project
Slack
Freshdesk
Omni Channel
CSC
PayU Portal
Google Sheets
Findstock
Courier tracking systems/docs
Edit order
SQL
Order Status
Five9
Cisco Jabber
Infotec
Zendesk
CSP
MrDX
Google PlusCode
Geospatial
Skills
Microsoft Office 2007
Timeline
Online Shopping Assistant - North West University
Takealot
01.2023 - 04.2024
Diploma - Tourism Management
University of South Africa (UNISA)
01.2023 - 05.2023
Naspers (My Academy Skill Courses) - Business Communication Skills, Environmental and Ecology Management, Master Course in Ecology, Ecosystem, and Climate Change, Tactics for Smarter Communication, Business Grammar and Writing, Customer Relationship Management (CRM), AI Applications for Business Success, Customer Service and Support for Customer Service Executives, Problem Solving, Business Ethics
01.2023 - 05.2023
Customer Support Agent
TFG/BASH
11.2022 - 01.2023
Customer Engagement Assistant
Takealot
10.2020 - 09.2022
Call Center Agent
EOH
03.2020 - 05.2020
Operations Cutter
Tappo Industries
01.2017 - 09.2019
High School (Matric) - English Home Language, Afrikaans First Additional Language, Business Studies, Mathematics, Life Sciences, Geography, Life Orientation
Stilfontein High School
01.2010 - 04.2014