Noluvuyo Mgwangqa
Customer Service Consultant
Cape Town,South Africa
Summary
Experienced Customer Service Associate with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
13
13
years of professional experience
Work History
Customer Service Associate
Merchant PTY LTD
Cape Town, South Africa
09.2018 - 04.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Responded to customer calls and emails to answer questions about products and services.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Solved problems with products and services by providing customers with technical support.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Provided training and support to new associates to help provide high-quality customer service.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Sought ways to improve processes and services provided.
Customer Service Associate
WNS Global Services
Cape Town, South Africa
05.2014 - 09.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Informed customers about special promotions and provided detailed information for various products.
- Responded to customer calls and emails to answer questions about products and services.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Solved problems with products and services by providing customers with technical support.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Provided training and support to new associates to help provide high-quality customer service.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Developed and updated databases to handle customer data.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Office Administrator
Green Mile Enviro Services
Cape Town, South Africa
09.2010 - 10.2012
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Interacted with customers by phone, email, or in-person to provide information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Reconciled account files and produced monthly reports.
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
- Edited documents to improve accuracy of language, flow, and readability.
- Organized, facilitated and participated in community service efforts.
- Oversaw maintenance of office facilities and equipment by collaborating with and inspecting work of repair contractors.
- Managed and properly accounted for petty cash issued to facilitate general office activities.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Monitored and oversaw general cleaning of office in line with company cleanliness standards.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Interceded between employees during arguments and diffused tense situations.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Kept high average of performance evaluations.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Monitored front areas so that questions could be promptly addressed.
Money Market Clerk
Checkers
Cape Town , South Africa
09.2009 - 08.2010
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Identified and resolved discrepancies and errors in customer accounts.
- Worked with floor team and managers to meet wide range of customer needs.
- Processed refunds and exchanges in accordance with company policy.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Handled cash with high accuracy and took care to check bills for fraud.
- Performed cash, card and check transactions to complete customer purchases.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Education
Computer Clerk -
Boston City Campus & Business College
Cape Town Bellvile03.2013
Grade 11 -
David Mama Sernior Seconday School
David Mama12.2006
Skills
Inbound and outbound calling
[Type] support
Cross-functional team collaboration
Self-direction
Quality assurance
Negotiation
Account management
Receiving support
Professional telephone demeanor
POS systems expert
Money handling abilities
Retail materials management
Report preparation
Multi-line phone talent
Service standard compliance
Recordkeeping strengths
Complaint resolution
Staff education and training
Retail store support
Warehousing functions
Route dispatch
Key stakeholder relationship building
CRM
C3D
ICAP
MII
Timeline
Customer Service Associate
Merchant PTY LTD
09.2018 - 04.2022
Customer Service Associate
WNS Global Services
05.2014 - 09.2018
Office Administrator
Green Mile Enviro Services
09.2010 - 10.2012
Money Market Clerk
Checkers
09.2009 - 08.2010
Computer Clerk -
Boston City Campus & Business College
Grade 11 -
David Mama Sernior Seconday School