NONHLANHLA Y. SIKHOSANA

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Followed through with client requests to resolve problems.
• Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
• Increased team productivity by providing ongoing training and support to customer service representatives.
• Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
• Improved team morale by establishing recognition program for exceptional customer service.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

• Overseeing day to day operations of the customer services team
• Compiling and analysing data to measure performance
• Conducting market research to stay up to date on trends
• Responsible for all social media marketing and bookings
• Setting customer services objections and goals
• Ensuring guest queries and concerns are addressed accordingly
• Achieved customer satisfaction through my friendly approach and empathetic skills
• Exceeded my weekly sales targets by providing a detailed explanation about most of our products and services
• Facilitating the salons online booking system making a 10% booking efficiency
• Enhanced guest service satisfactions cores by 30% through a dedicated service and efficient problem resolution
• Handled guest services for 500+ visitors monthly, ensuring smooth and efficient operations
• Answered over 200 enquiries per week from international guests

• Developed loyalty programs that encouraged repeat business from satisfied clients.
• Assisted in designing salon layout to optimize space utilization and create an inviting atmosphere for guests.
• Fostered a positive working environment, resulting in high employee retention rates.
• Implemented safety protocols to maintain a clean and sanitary environment for clients and staff alike.
• Boosted staff productivity with regular training sessions on latest hair trends and techniques.
• Negotiated agreements with product vendors, securing competitive pricing and favorable terms for the salon.
• Monitored industry trends to stay informed about emerging styles, products, and technologies relevant to our clientele base.
• Worked to continuously increase salon business through effective sales, service, and operations policies.
• Maintained general appointment calendar and set shift schedules.
• Scheduled employees to maintain adequate coverage during business hours.
• Maintained organization of salon and cleanliness of each station with regular cleaning and floor sweeping.
• Prepared billings and estimates for customers.
• Upheld 24-hour response time to service requests.

Greeting and welcoming guests

Facilitating bookings and allocating rooms

Informing guests about activities and services offered

Answering guests inquiries

Assisting and resolving guest concerns and queries

• Enhanced client satisfaction by providing exceptional customer service and addressing concerns promptly.