Nomsa Makanya

• Responded to inquiries from callers seeking information.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Maintained confidentiality of information regarding clients and company.
• Kept reception area clean and neat to give visitors positive first impression.
• Confirmed appointments, communicated with clients, and updated client records.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Answered central telephone system and directed calls accordingly.
• Restocked supplies and submitted purchase orders to maintain stock levels.
• Managed 123 clients in building.

• Page 1 case manager
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
• Documented customer interactions in internal database to maintain customer service history details.
• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Investigated customer complaints and escalated issues to address critical requests.
• Maintained extensive knowledge of company products to recommend items aligned with customer needs.
• Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
• Adhered to established customer satisfaction strategies to support swift issue resolution.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.

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• Coordinated 10 % special projects and managed schedules.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Managed office operations while scheduling appointments for department managers.
• Updated reports, managed accounts, and generated reports for company database.
• Maintained computer and physical filing systems.
• Evaluated employee records and productivity and submitted evaluation reports.
• Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Launched quality assurance practices for each phase of development.

• Developed and updated spreadsheets and databases to track and report on performance and sales data.
• Prepared weekly employee work schedules to meet operational needs.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Collaborated with other teams to identify areas of opportunity and implement changes to optimize sales operations and reporting.
• Leveraged CRM system to generate reports and analytics related to sales activities and revenue data.
• Created and maintained reports, documents, and presentations to assist with administrative support.
• Volunteered to help with special projects of varying degrees of complexity.
• Managed over 70 customers Daily

• Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
• Retained excellent client satisfaction ratings through outstanding service delivery.
• Trained and mentored new sales representatives.
• Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
• Managed customer accounts to secure customer satisfaction and repeat business.
• Target 10 sales per day

• Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
• Sorted and distributed office mail and recorded incoming shipments for corporate records.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Developed and updated spreadsheets and databases to track and report on performance and sales data.
• Developed strategies to streamline and improve office procedures.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
• Assisted coworkers and staff members with special tasks on daily basis.
• Answer and direct 99% of phone calls.

Emergency Road side assistance for JLRSA

• Assisted in resolving customer complaints and grievances.
• Developed and implemented customer service policies and procedures.
• Contact customers to provide updates and resolution.
• Answer more than 50 calls per day.
• Utilized customer feedback to improve customer service.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Tracked customer service cases and updated service software with customer information.