Phathiswa Lunda
Customer Service
Cape Town
Summary
Professional with strong background in client relations, adept at fostering communication and ensuring client satisfaction. Skilled in managing multiple tasks, resolving issues, and adapting to changing needs. Valued for team collaboration, reliability, and achieving results. Proficient in client management, conflict resolution, and stakeholder engagement.
Overview
16
16
years of professional experience
Work History
Client Liaison Officer
Legend Auto Panel
07.2024 - Current
- Collaborated closely with management on strategies to improve overall client satisfaction and engagement within the company.
- Streamlined communication between departments, ensuring efficient resolution of client requests and concerns.
- Collaborated with internal teams to develop customized solutions that addressed unique client challenges.
- Provided valuable insights for process improvements, leading to more efficient operations within the organization.
- Improved client satisfaction by addressing concerns and providing prompt resolutions to issues.
- Maintained a thorough understanding of industry trends, enabling informed recommendations on products or services that could benefit clients'' businesses.
- Increased client retention rates by maintaining a proactive approach to problem-solving and conflict resolution.
- Conducted regular follow-ups with clients after issue resolution to ensure ongoing satisfaction and identify areas for improvement or additional support.
- Enhanced company reputation by consistently delivering high-quality solutions tailored to client needs.
Customer Service Team Lead
Amalgamated Passive House
02.2022 - 06.2024
- Leading a team of 10-18 agents
- Weekly coaching
- Bi-monthly 1 on 1 sessions
- Monthly performance reviews
- Ensuring daily, weekly and monthly KPIs are met.
- Overseeing the daily operations of the customer service team
- Developing and implementing customer service policies and procedures
- Training and mentoring customer service representatives
- Resolving complex customer complaints and issues
- Monitoring and evaluating the performance of team members, providing feedback, and conducting performance reviews
- Coordinating with other departments to resolve customer issues
- Ensuring that the team is delivering a high level of customer service that meets or exceeds customer expectations
- Compiling and analyzing performance data to measure productivity and goal achievement
- Implementing strategies to improve quality and productivity
- Ensuring compliance with company policies and procedures
- Reporting to management and making suggestions for improvements.
Customer Service Team Leader
Capability BPO
05.2021 - 06.2022
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Championed a culture of teamwork and collaboration within the department, resulting in higher employee morale.
- Evaluated customer service staff performance and provided constructive feedback.
Customer Service Manager
LD Bodyworks
11.2015 - 06.2022
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Workforce Real Time Analyst
Inter-Active Technologies
07.2013 - 07.2015
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Prepared and maintained reports, dashboards and monthly packages.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
Service Delivery Analyst
Teleperformance South Africa
06.2010 - 06.2013
- Reduced client complaints by proactively identifying and addressing areas of improvement in service delivery.
- Monitored and documented daily standard service requests for future analysis.
- Increased customer satisfaction with timely and accurate reporting on service performance metrics.
- Mentored junior team members, fostering their professional growth and enhancing team productivity as a whole.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and tools for improved service delivery.
Customer Service Teamleader
Teletech South Africa
04.2009 - 05.2010
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
Education
High School Diploma -
JG Meiring High School
Cape Town 04.2001 -
Skills
Creativity and innovation
Industry awareness
Cross-functional coordination
Activity planning
Verbal and written communication
Team collaboration
Performance reporting
Incidents management
Issue resolution
Timeline
Client Liaison Officer
Legend Auto Panel
07.2024 - Current
Customer Service Team Lead
Amalgamated Passive House
02.2022 - 06.2024
Customer Service Team Leader
Capability BPO
05.2021 - 06.2022
Customer Service Manager
LD Bodyworks
11.2015 - 06.2022
Workforce Real Time Analyst
Inter-Active Technologies
07.2013 - 07.2015
Service Delivery Analyst
Teleperformance South Africa
06.2010 - 06.2013
Customer Service Teamleader
Teletech South Africa
04.2009 - 05.2010
High School Diploma -
JG Meiring High School
04.2001 -
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