Ntombinkulu Thabede
Customer Service Representative
Johannesburg
Summary
Knowledgeable customer service representative with 5 years experience in Logistics and Supply Chain industry. Key focus on Strategic/Key accounts, Service Level Reporting, Saleforce, LiveChst and Calls. Uses independent decision-making skills and sound judgement to positively impact service levels and customer experience.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Customer Care Representative - Strategic/Key Accounts
FedEx Express
Johannesburg
04.2021 - Current
- Looks after 10 Strategic/key accounts - 50+ Emails per day, 30 Calls, 10 LiveChat
- Deals with irate customers - turning negative experiences into positive ones to increase customer experience and reviews
- Ensures speedy resolution with corrective action for internal and external customers
- Establish excellent relationships with customers to ensure billing potential and customer expectations are met
- Pulling daily service level reporting to ensure proactivity in resolving issues (even ones that have not come to the customer's expectations)
- Generates monthly service level reports to determine improvement and gaps in the service.
Human Resources Intern
FedEx Express
Johannesburg
04.2020 - 04.2021
- Conducted 60 New Hire Orientation Induction for new employees
- Planned 12 employee engagement events aimed at nurturing a healthy and holistic environment to boost employee morale
- Streamlining process, documents, job aids and standard operating procedure
- Policy updates for 4 Southern African countries to ensure compliance with the country's legislation.
Marketing Intern
FedEx Express
Johannesburg
05.2019 - 04.2020
- Vendor Management for all vendors, communication and PR agencies
- Corporate Social Responsibility - organizing social corporate events to drive the goal of bringing social change
- Branding and advertising
- Go-to-market strategy for landing the B777 plane launch
- Organized the 2019 Nedbank Golf Challenge
Education
Bachelor of Arts - Double major in Psychology and Drama
Rhodes University
Makhanda 04.2016 - 05.2018
High School Diploma -
Oprah Winfrey Leadership Academy For Girls
Johannesburg 04.2010 - 05.2015
Skills
- Excellent leadership skills
- Collaborative
- Quality and results orientated
- Interpersonal skills and high EQ
- Great Communicator
- Highly Organised
Problem solver
Additional Information
References
Tshepo Matenche - Customer Service team leader - FedEx Express, 076 870 1374
Sinovuyo Baleni - Customs Controller - Skynet, 068 507 5366
Timeline
Customer Care Representative - Strategic/Key Accounts
FedEx Express
04.2021 - Current
Human Resources Intern
FedEx Express
04.2020 - 04.2021
Marketing Intern
FedEx Express
05.2019 - 04.2020
Bachelor of Arts - Double major in Psychology and Drama
Rhodes University
04.2016 - 05.2018
High School Diploma -
Oprah Winfrey Leadership Academy For Girls
04.2010 - 05.2015
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