CRM
Pretty Khuboni
Customer Service Manager
Johannesburg
Summary
Proven leader in customer service, adept at problem-solving and team building, significantly enhanced customer satisfaction at KTC-ZA. Skilled in CRM and service delivery optimization and excel in training and mentoring teams to exceed performance metrics. Achieved notable improvements in complaint resolution, fostering strong customer relations and operational efficiency.
Experienced Customer Service Supervisor bringing 11 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
3
3
Certificates
Work History
Customer Service Supervisor
KTC-ZA
Johannesburg
02.2011 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Maintain and safeguard key performance indicators (KPIs) to track and improve team performance and customer satisfaction.
- Oversee the training and professional development of customer service staff, fostering a culture of continuous improvement and excellence.
- Conduct assessments to pinpoint areas for enhancement in customer service operations and implement actionable strategies.
- Address and resolve complaints from both customers and team members, ensuring a positive resolution and maintaining satisfaction.
- Address and resolve complaints from both customers and team members, ensuring a positive resolution and maintaining satisfaction.
- Evaluate team performance metrics regularly to ensure service objectives are met and identify opportunities for coaching and development.
- Establish and refine operational procedures, schedules, and workflows for customer service teams to maximize efficiency and effectiveness.
- Provide guidance and support to the customer service team, aligning their efforts with the organization’s operational goals and objectives.
- Present insights and updates to senior management as required, ensuring transparency and alignment with business objectives
- Collaborate with internal departments to streamline processes and enhance customer service delivery, ensuring a cohesive operational
- Manage staffing requirements, including planning and scheduling, to align resources with customer service demands.
- Validate and oversee invoicing processes to ensure accuracy and compliance in financial transactions.
- Completed weekly performance review and quality assurance for 15 staff members.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Customer Service Supervisor
CallForce Direct
Johannesburg
07.2013 - 09.2014
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached employees through day-to-day work and complex problems.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Created, prepared, and delivered reports to various departments.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Researched and corrected customer concerns to promote company loyalty.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development team.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Customer Service Representative
CallForce Direct
Johannesbrg
02.2011 - 06.2013
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Store Associate
Snow Lion Artefacts / Tushita
Johanneburg
08.2008 - 10.2012
- Maintained tidy and organized store to comply with cleanliness standards.
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Assisted with inventory management, ensuring accurate counts and proper storage of products.
- Answered questions about store policies and addressed customer concerns.
- Increased customer satisfaction by providing efficient and friendly service while handling transactions.
- Handled cash register operations accurately, balancing drawers at the end of each shift.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Processed returns and exchanges efficiently, adhering to company policies and procedures.
- Provided exceptional customer service by actively engaging with shoppers and offering assistance as needed.
- Supported store security measures by reporting suspicious activities, contributing to safe shopping environment.
- Resolved customer inquiries and issues promptly, demonstrating excellent communication skills.
Education
Bachelor of Science - Information Technology
Richfield Graduate Institute of Technology
Johannesburg, South Africa 07.2018 - 12.2021
Skills
Problem-Solving
Customer Relations
Team Building and Leadership
Complaint resolution
Service Delivery Optimization
Training and mentoring
Handling Escalations
Workflow Management
Customer Relationship Management (CRM)
Performance Management
Certification
Leadership
Software
Microsoft 365
Microsoft Office
Microsoft Azure
Microsoft BI
Timeline
Peer to Peer Coach Training
10-2018
Bachelor of Science - Information Technology
Richfield Graduate Institute of Technology
07.2018 - 12.2021
Customer Journey Management
07-2018
Leadership
10-2016
Customer Service Supervisor
CallForce Direct
07.2013 - 09.2014
Customer Service Supervisor
KTC-ZA
02.2011 - Current
Customer Service Representative
CallForce Direct
02.2011 - 06.2013
Store Associate
Snow Lion Artefacts / Tushita
08.2008 - 10.2012