Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
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NWABISA SETUKE

NWABISA SETUKE

Senior Customer Service Leader
Midrand

Summary

Experienced professional with a proven track record in leadership and customer service. Skilled in team management, fostering collaboration, and adapting to evolving requirements for optimal reliability and efficiency. Proficient in conflict resolution and performance management, driving high levels of customer satisfaction and operational excellence.

Overview

15
15

Years of professional experience

5
5

Team Management

Work History

Senior Customer Service Supervisor

Medtronic Africa
07.2024 - Current
  • I monitor KPI's to track service levels.
  • Ensure disputes are investigated for validity
  • Developed collaborative relationship with the customers.
  • Productive stakeholder engagements on outcomes of customer orders and disputes.
  • Team management and continuous coaching where necessary.
  • Liaise and collaborate with commercial , marketing, warehouse, finance and supply chain teams.

Customer Service Supervisor

Medtronic Africa
06.2021 - 07.2024
  • Managed virtual teams through tough times like the Covid-19 pandemic efficiently.
  • Hired the right people who are highly self motivated and ambitious.
  • Firm believer that when Onboarding is done well, the team thrives.
  • Trained, mentored and coached direct reports.
  • Decreased order and query resolution time to 24hrs.
  • I am Customer-centric. I further support company policies and procedures.
  • Customer feedback tools I use: Customer Effort Score, NPS , OFI Tool.
  • Experienced in MS Teams, Tableau, SAP, CISCO, Power BI, EDI .


Customer Service exports analyst

Medtronic Africa
01.2012 - 05.2021
  • Demonstrated outstanding knowledge of Exports & Imports Trades.
  • Well informed in Incoterms, shipping and payment documents
  • Managed orders and complaints by clearly communicating resolution time.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.

Education

Diploma in Marketing Management -

IMM School of Graduate

Certificate of Completion - Lean 1+2: Lean Fundamentals and Problem Solving

International Institute For Learning
United State Of America
04.2001 - 12.2023

Sales and Marketing Management short course - undefined

Damelin

Exports Training course - undefined

ITRISA

Music Production & Composition course - undefined

Boston Soul Candi

Customer Services certificate - undefined

Cornerstone HR

Skills

Analytical problem-solving

Accomplishments

  • Medtronic Women’s Network Africa Chair (Inclusion, Diversity & Equity)
  • Management nomination: Voices of Empowerment: “Unveiling the Impact of Women Leadership Accelerator Program” in EMEA (Europe Middle East & African countries) to represent South African Women in Leadership.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Senior Customer Service Supervisor

Medtronic Africa
07.2024 - Current

Customer Service Supervisor

Medtronic Africa
06.2021 - 07.2024

Customer Service exports analyst

Medtronic Africa
01.2012 - 05.2021

Certificate of Completion - Lean 1+2: Lean Fundamentals and Problem Solving

International Institute For Learning
04.2001 - 12.2023

Sales and Marketing Management short course - undefined

Damelin

Exports Training course - undefined

ITRISA

Music Production & Composition course - undefined

Boston Soul Candi

Customer Services certificate - undefined

Cornerstone HR

Diploma in Marketing Management -

IMM School of Graduate

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NWABISA SETUKESenior Customer Service Leader