Nomzamo Mashava

• ▪ Team Leadership
  Leading and motivating a team of customer service representatives to meet
  performance goals and deliver exceptional customer experiences.
  ▪ Performance Management
  Setting and monitoring key performance indicators (KPIs) such as call quality,
  response times, and customer satisfaction scores.
  Providing coaching and feedback to improve individual and team
  performance.
  ▪ Process Improvement:
  Identifying opportunities for streamlining processes, optimizing workflows,
  and enhancing efficiency to reduce call handling times and increase
  productivity.
  ▪ Training and Development:
  Developing training programs to onboard new employees.
  Continuously improve the skills of existing team members.
  Keeping the team updated on product/service information and customer
  service best practices.
  ▪ Resource Allocation:
  Managing staffing levels, scheduling, and shifts to ensure adequate coverage
  during peak call times.
  Maintain efficient operations.
  ▪ Technology Utilization:
  Overseeing the use of call center software and technology to monitor calls,
  track metrics, and manage customer interactions effectively.
  ▪ Problem Resolution:
  Handling escalated customer issues and resolving complex problems to
  ensure customer satisfaction and retention.
  ▪ Data Analysis and reporting:
  Analyzing call centre data to identify trends, areas for improvement, and
  opportunities to enhance customer service strategies.
  Generating regular reports on call centre performance, presenting findings to
  senior management, and making recommendations for improvements.
  Generating regular reports on call centre performance, presenting findings to
  senior management, and making recommendations for improvements.
  ▪ Budget Management:
  Monitoring and managing the call centre’s budget, including expenses related
  to staffing, technology, and training.
  ▪ Collaboration:
  Collaborating with other departments, such as IT, marketing, and sales, to
  ensure alignment and seamless communication that contributes to overall
  business objectives.
  ▪ Quality Assurance:
  Implementing and maintaining quality assurance programs to ensure
  consistent and high-quality customer interactions.

I achieved 65% conversion rate of the leads through process improvement. Through excellent customer service our contracts with our clients were renewed every year

▪ Sales and Customer care.
Contacting 50 patients daily and registering them on the diabetes coaching programs. I usually did 10 sales a day.

Calling an average of 50 patients and preparing them for their sessions by collecting their
blood glucose readings and ensuring that they will speak with their coach the
next day.
Ensuring that quality standards and goals were met by getting an average of 4,5 out of 5

Achievements:
▪ During my tenure in that position, the company had no clear division of the Sales and Customer care division. I performed well in sales, and was identified by the Chief Executive Officer, because of my outstanding performance. The CEO changed the business model and created a sales department, where I was promoted into my role as a Manager of the Coordinators that did the sales.

• Assisting customers in finding books, recommending titles, and providing information about authors, genres, and book-related products
• Ensuring that bookshelves and displays are organized, well-stocked, and visually appealing
• Operating the cash register, processing transactions accurately, and handling payments for purchases
• Demonstrated a strong understanding of the store's inventory, including new releases, bestsellers, and niche genres, to effectively guide customers to their desired selections
• Addressing customer inquiries, concerns, and complaints in a courteous and professional manner
• Resolving any issues to ensure a positive shopping experience
• Promoting upcoming book releases, author signings, readings, and other store events to customers
• Suggesting complementary products such as bookmarks, stationery, gifts, and accessories that enhance the customer's reading experience
• Staying informed about industry trends, bestsellers, and popular authors to provide up-to-date recommendations to customers
• Offering personal reading recommendations and engaging in conversations about literature with customers
• Assisting customers with special orders and tracking down hard-to-find books if they're not currently in stock
• Administration
• Receiving and shelving new shipments of books and merchandise
• Issuing receipts and maintaining cash register records
• Participating in event planning and execution
• Creating eye-catching displays and arranging merchandise to attract customer attention and boost sales
• Keeping the store tidy, including dusting, organizing displays, and ensuring a pleasant shopping environment
• Collaborating with fellow booksellers and store management to achieve sales goals, improve customer service, and maintain the store's overall operations.

• Making outbound calls to leads and inquiries generated through marketing campaigns, referrals, and other sources to introduce the gym's offerings and promote membership packages
• Selling gym memberships by effectively communicating benefits, features, and value of various membership options to potential customers
• Qualifying leads by asking questions to understand potential members' fitness goals, preferences, and needs, and tailoring membership recommendations accordingly
• Engaging in consultative conversations with potential members to identify the most suitable membership plans and packages based on their fitness objectives
• Addressing concerns and objections potential members may have, such as pricing, contract terms, and membership benefits, to overcome obstacles to the sale
• Utilizing effective sales techniques to close membership sales over the phone, including handling the necessary paper work and payment processing
• Demonstrating a deep understanding of the gym's facilities, services, classes, equipment, and amenities to provide accurate information to callers
• Conducting timely follow-up calls with potential members who expressed interest but did not immediately commit to a membership
• Meeting or exceeding monthly sales targets and quotas set by the gym management
• Providing exceptional customer ser vice by promptly responding to inquiries, addressing concerns, and ensuring a positive experience for potential members
• Informing potential members about ongoing promotions, discounts, and special offers to incentivize membership sign-ups
• Administration Accurately recording lead information, interactions, and outcomes in the customer relationship management (CRM) system
• Collaborating with the gym's marketing team and management to align sales efforts with promotional campaigns and business goals
• Participating in ongoing training sessions to stay updated on new gym offerings, sales techniques, and industry trends
• Generating sales reports and providing regular updates on sales performance to management
• Achievements:
• Received an award for doing the most sales in May 2014. Achieved 125% of my target
• Established a relationship with Discovery health to present memberships to corporates on health and wellness days.

• Cold calling corporates for bulk orders
• Respond to email and telephone queries for bulk orders
• Ordering and deliver y of corporate orders on time
• Verify payments with the bank or create a relationship where the corporate could order using a purchase order
• Achievements
• The department hit the budget every month and saw growth of our client base

• Second in charge and management support
• Overseeing the customer care department that consisted of 6 people
• Provide support to the manager by managing her diar y, preparing reports and presenting them to management
• Banking
• Coming up with website promotions, submitting all necessar y reports to accounting department to ensure suppliers are paid on time, ordering and basic HR duties

• Answer telephone and email inquiries for stock availability
• Assist customers place online orders
• Encouraged the team to provide excellent customer service e ectively reducing complaints
• Ensured emails were answered on the same day with accurate information
• Contact customers with declined credit cards to arrange alternative payment options