Pfano Ratshihume
Johannesburg
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Proactive Administrator|Customer Champion with expertise in delivering service support and resolving Client's Queries. Trained in Salesforce, Customer Resolutions Management, Zendesk,Hybrids Systems, Avaya and other systems.
Overview
8
8
years of professional experience
Work History
Owner (Side Hustle-Part Time)
woman@work consulting
Johannesburg
01.2018 - Current
- Handled data entry tasks to help client spend more time on executive commitments.
- Maintained filing and recordkeeping systems with efficiency and accuracy.
- Created PowerPoint presentations to effectively communicate ideas.
- Screened emails and decluttered inbox by creating folders, labels and filters.
- Assisted in market research to understand business trends and boost business strategy.
- Confirmed appointments and scheduled meetings to keep client on track, preventing double bookings and missed deadlines and appointments.
- Updated contact list and made changes to existing contacts to improve instant communication.
- Facilitated virtual meetings to help participants focus on content and offer technical support.
- Processed invoices, bill payments and receipts to track finances, resulting in accurate financial records.
- Booked flights, hotel accommodations and ground transportation for smooth travel.
- Ran personal errands through online transactions, allowing clients to focus on more pressing duties.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Used voice recorder or notepad to compose and transcribe meeting minutes.
- Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
- N.B Perfom any adminidtrative work as requested.
Sales Support Officer
Averda- SA
Johannesburg
08.2022 - 05.2023
- Keep customers files updated with current invoices, bills and contact information
- Checked invoices and Quotations for discrepancies in price, quantity and items
- Ensure All Quotations are accurately loaded on Salesforce within time frames
- Compile Weekly and monthly sales reports
- Complete Purchases orders and Job costs confirmations
- Escalation point key Client's Account
- Communicating with Sales reps and clients effectively
- Generate Sales orders and agreements
- Match Quotations with received PO numbers
- Send scanned documents to the Client's
- Minute taking during meetings
- Reason for leaving: Retrenchment
- Evaluated performance of sales staff based on clearly defined metrics to meet departmental milestones and comply with company policies.
- Orchestrated timely and accurate resolution of complex customer issues to enhance customer relationships.
- Collaborated with sales team to understand customer requirements, boost product sales and provide sales support.
- Provided training and product support for other members of sales team.
- Documented account activities and generated sales reports.
- Prepared sales engineering reports by collecting, analyzing and summarizing sales information and application trends.
- Maintained accurate sales forecasting reports.
- Assisted account executives with prospect evaluation and qualification.
- N.B Perfomed any administrative work as requested
Customer Care Agent
Merchants CX SA
Johannesburg
01.2021 - 01.2022
- Escalation point from key customer account
- Maintaining and updating client database
- Ensuring the service call is within the SLA (Service level agreement)
- Delivered customer support to high call load each shift.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Recommended potential products or services after analyzing customer needs.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Provided feedback on customer service efficiency to deliver better support options.
- Educated customers where applicable to alleviate need for future contact.
- Prepared customer reports by gathering data collected during customer interactions.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Promoted product offerings to drive growth and exceed benchmarks.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Audited customer account information to identify issues and develop solutions.
Treasury Secretary
Riassonement Investments
01.2017 - 01.2018
- Prepare monthly statements for unit holders
- Assist with Bookkeeping
- Perfom any administrative work as requested
- Reason for leaving: Contract ended
- Skills
- Financial Management
- Communications and Negotiating
Customer Care Agent
World National Service
01.2016 - 01.2018
- Answer incoming calls and responding to customers emails
- Document all call information according to standard procedures
- Educate customers about the products
- Assist with troubleshooting
- Perfom SIM swap for customers
- Reason for leaving: company restructuring
Team leader at
- Merchants
- Dimensions
- Mr Masindi
- Founder And Owner of RI
- Mr Khubheka
Manager
World National
- 374 5507 guideline
- Resolve all escalated situations with both the company and the customer interest taken into regard.often negotiating and compromising to meet clients needs
- Collected customer's feedback and made process changes to exceed customer's satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customers requests
- Provided accurate and appropriate information response to customer's queries
- Reason for leaving: Resigned
- Woman@Work Consulting |Founder And
Virtual Assistant Administrator
- Research services
- Perfom any administrative work as requested
Education
Some College (No Degree) - Business Management
University Of The Witwatersrand
Johannesburg05.2020
Some College (No Degree) - Entrepreneurial Studies
Wits Business School
Johanessburg05.2017
Grade 12 -
Vuwani Secondary School
01.2012
Skills
- Business Development
- Project Management
- Relationship Building
- Business Management
- Administrative Oversight
- Salesforce
- Sales Leadership
Accomplishments
- Extracurricular Activities And Academics
- KMPG Tax Virtual Expirience Program (FORAGE)
- Tasks:
- Tax consequences of capital reduction (Part one)
- Tax consequences of capital reduction (Part two)
- Tax consequences for shareholders participating in an off market share buy back
- Extracurricular Activities And Academics
- April 2023 - April 2023
- Data Analytics Consulting Virtual Internship (KPMG)
- Tasks:
- Data quality assessment
- Data insights
- Data insights and presentations
References
Amanda Botes
key account Manager at Averda
south Africa
082 520 1471\082 849 2412
Amanda.botes@averda.com
Mrs Okeke
Team leader at Merchants CX SA
0824317340
Mr Masindi
Founder And Owner of RI
0659750932
Mr Khubheka
Manager at World National
Services
076 374 5507
Timeline
Sales Support Officer
Averda- SA
08.2022 - 05.2023
Customer Care Agent
Merchants CX SA
01.2021 - 01.2022
Owner (Side Hustle-Part Time)
woman@work consulting
01.2018 - Current
Treasury Secretary
Riassonement Investments
01.2017 - 01.2018
Customer Care Agent
World National Service
01.2016 - 01.2018
Team leader at
Manager
World National
Virtual Assistant Administrator
Some College (No Degree) - Business Management
University Of The Witwatersrand
Some College (No Degree) - Entrepreneurial Studies
Wits Business School
Grade 12 -
Vuwani Secondary School
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