Summary
Work History
Education
Skills
Activities
Work Availability
Timeline
Generic
Natalie Laguma

Natalie Laguma

Customer Service Specialist
Durbanville, Cape Town

Summary

Dynamic and results-driven Remote Customer Service Representative with a proven track record of delivering exceptional customer experiences. Highly skilled in both verbal and written communication, as well as active listening. Specializes in developing personalized strategies to enhance customer loyalty while efficiently addressing and resolving issues, resulting in elevated overall customer satisfaction. Proactive team player with solid organizational and technical skills, committed to streamlining processes and consistently exceeding service expectations.

Work History

Customer Service Specialist

Unbeatablesale.com Inc.
Lakewood, New Jersey
01.2022 - 01.2025
  • Managed customer communications across multiple marketplaces (Walmart, Amazon, Sears, Macy's, Kroger, eBay) via phone, email, and chat while maintaining service level agreements
  • Served as primary point of contact for marketplace disputes, claims, and escalations
  • Resolved 95% of customer inquiries within first contact, maintaining exceptional customer satisfaction
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Created detailed Excel reports for payment reconciliation, improving financial accuracy by 15%
  • Maintained exceptional customer satisfaction with only 4 escalations in 3 years of service by providing exceptional problem-solving skills and personalized solutions.
  • Received customer and management commendations for exceptional service quality
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.

Senior Merchandiser

Exclusive Access (Version One/Rockapetta Ltd)
06.2017 - 04.2020
  • Managed product development lifecycle from concept to order placement
  • Developed and maintained supplier relationships focusing on quality control standards
  • Coordinated production timelines with offshore manufacturers to meet delivery deadlines
  • Facilitated logistics operations including shipping and warehousing for order fulfillment
  • Collaborated with retail buying teams to optimize supply chain efficiency

Imports Merchandiser

Woolworths
Cape Town
02.2015 - 11.2016
  • Led Beauty Department import operations ensuring compliance with production schedules
  • Negotiated with suppliers for timely and cost-efficient product deliveries, maintaining inventory flow
  • Monitored currency exchange rates and tariffs to optimize procurement costs
  • Implemented order tracking systems to improve logistics coordination

Operations Manager

Influence Clothing
Cape Town
11.2014 - 01.2015
  • Managed team of 16 staff members to maintain high quality standards for customer satisfaction
  • Supervised production across 10 CMT plants, optimizing workflows to meet tight deadlines
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.

Production Coordinator

Renewal Clothing
Cape Town
06.2014 - 10.2014
  • Managed CMT production processes, ensuring adherence to quality control standards
  • Coordinated communication between departments, fostering a collaborative work environment.
  • Coordinated with production team to support productivity targets and deadline management.

Merchandise Manager (La Senza & La Vie en Rose)

Al Hokair/Retail Group Georgia
01.2013 - 10.2013
  • Enhanced customer experience by optimizing product selection across 15 retail locations in five countries
  • Improved customer satisfaction through strategic inventory planning and allocation based on regional preferences
  • Collaborated with marketing teams to develop customer-focused promotional strategies, increasing sales by 12%
  • Built relationships with suppliers to ensure product quality and timely delivery to meet customer expectations
  • Managed team of merchandisers to maintain optimal stock availability for improved customer shopping experience

Sourcing Specialist/Buyer

Samare Retail
07.2011 - 09.2012
  • Curated commercial clothing ranges across multiple departments based on market trends
  • Managed raw material procurement and production processes
  • Conducted product costing and price negotiations to improve profitability

Merchandiser & Fabric Buyer

Curitz Clothing
03.2011 - 05.2011
  • Developed product ranges in collaboration with design team
  • Managed supplier briefings and material delivery schedules
  • Conducted cost analyses to align with business objectives

Senior Sourcing Specialist/Buyer

The Foschini Group
06.1998 - 03.2009
  • Enhanced customer experience through strategic international sourcing of high-quality products
  • Managed supplier relationships focusing on quality, cost efficiency, and delivery timelines through effective logistics management
  • Led garment reconstruction initiatives to optimize pricing and meet brand specifications
  • Developed detailed specification documents to ensure product consistency for customers
  • Oversaw forward cover procurement and logistics, ensuring seamless inventory management
  • Led initiatives to optimize pricing while maintaining quality standards for enhanced customer value

Fabric Buyer & Sourcer

Seasprite
04.1990 - 05.1998
  • Sourced and procured fabrics, trims, and finished garments
  • Conducted cost analyses and negotiated pricing to optimize procurement budgets
  • Managed supplier coordination and logistics to ensure timely deliveries

Office Clerk & Receptionist

Dunkley Earls Saxon (Pty) Ltd
12.1989 - 04.1990
  • Provided administrative support, managed calls, and performed general office duties

Education

High School Diploma -

LIVINGSTONE HIGH SCHOOL
South Africa
01.2025 - 12.1988

Skills

Activities

  • Literature
  • Movies
  • Art
  • Fashion
  • Walking
  • Meditation
  • Travel
  • Family and friends' get-togethers

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

High School Diploma -

LIVINGSTONE HIGH SCHOOL
01.2025 - 12.1988

Customer Service Specialist

Unbeatablesale.com Inc.
01.2022 - 01.2025

Senior Merchandiser

Exclusive Access (Version One/Rockapetta Ltd)
06.2017 - 04.2020

Imports Merchandiser

Woolworths
02.2015 - 11.2016

Operations Manager

Influence Clothing
11.2014 - 01.2015

Production Coordinator

Renewal Clothing
06.2014 - 10.2014

Merchandise Manager (La Senza & La Vie en Rose)

Al Hokair/Retail Group Georgia
01.2013 - 10.2013

Sourcing Specialist/Buyer

Samare Retail
07.2011 - 09.2012

Merchandiser & Fabric Buyer

Curitz Clothing
03.2011 - 05.2011

Senior Sourcing Specialist/Buyer

The Foschini Group
06.1998 - 03.2009

Fabric Buyer & Sourcer

Seasprite
04.1990 - 05.1998

Office Clerk & Receptionist

Dunkley Earls Saxon (Pty) Ltd
12.1989 - 04.1990

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Natalie LagumaCustomer Service Specialist