Princess Cibi
Summary
Dynamic leader with a proven track record at Bazobona Supply Chain, enhancing customer satisfaction and team performance through exceptional communication and problem-solving skills. Achievements include significant improvements in service delivery, staff training, and quality assurance. Expertise in negotiation and staffing coordination fosters positive relationships while driving organizational goals. Committed to streamlining service procedures and maximizing team productivity while consistently satisfying customers and building loyalty. Customer-focused professional with successful several-year career in industry. Dynamic and successful at applying skills in busy environments.
Overview
25
25
years of professional experience
Work History
Sales & Customer Service Manager
Bazobona Supply Chain
New Germany
03.2017 - Current
- Promoting the success of the company while leading a team of ten employees.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Implemented quality control measures to uphold company standards.
Internal Sales Consultant
Kaytech Engineered Fab
Pinetown
10.2011 - 12.2016
- Technical Sales and Customer Service duties
- Provided customer service by responding to inquiries via phone, email, and in-person meetings.
- Generated leads through cold calling and networking events.
- Analyzed customer needs to determine the best solutions for their particular situation.
- Prepared regular reports outlining performance metrics such as KPIs, revenue targets.
- Coordinated delivery schedules between suppliers and customers in order to meet deadlines.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
Sales & Stores Supervisor
Fiberetex SA
Hammarsdale
09.2011 - 08.2011
- Sales, dispatch, and warehouse-related duties in various sectors, such as filtration and geotextiles.
- Develop and implement sales strategies to meet sales targets.
- Build and maintain strong relationships with existing and potential clients.
- Provide technical support and advice to clients regarding product applications.
- Address client inquiries and resolve any issues related to product performance. Conduct product presentations and demonstrations to potential clients, sales, dispatch, and warehouse-related duties.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Assisted in creating budgets for departmental expenses including personnel costs. Process customer orders accurately and efficiently.
- Coordinate with the logistics team to ensure timely delivery of products.
- Maintain accurate records of customer orders and transactions.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Organized client meetings to provide project updates.
- Implemented strategies to take advantage of new opportunities.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Identified needs of customers promptly and efficiently.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Negotiated with suppliers to secure cost-effective resources.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Negotiated with vendors and suppliers to secure advantageous terms and pricing. Coordinate with the sales and warehouse teams to ensure accurate and timely dispatch of orders.
- Schedule and manage deliveries to meet customer requirements.
- Ensure all dispatch documentation is accurate and complete.
Sales Administrator
Kaytech Engineered Fab
Pinetown
08.2004 - 09.2009
- Accurately enter sales data into the company's CRM system.
- Maintain and update customer records, and sales information.
- Ensure all data is correctly categorized and easily retrievable.
- Provided administrative support to sales team by preparing and organizing customer data.
- Responded to customer inquiries in a timely manner, resolving any issues or complaints related to sales.
- Assisted with the development of marketing strategies for new products and services.
- Maintained accurate records of all transactions and customer interactions using CRM software.
- Generated weekly reports on sales performance, analyzing trends and identifying areas of improvement.
- Build and maintain strong relationships with customers.
- Provide excellent customer service and support to enhance customer satisfaction.
- Address customer complaints and resolve issues promptly.
- Created invoices and processed payments from customers in accordance with company policies and procedures.
- Managed inventory levels of products available for sale, ensuring that stock is replenished when necessary.
- Responded to inbound leads and directed to appropriate party to drive sales.
- Attended and documented sales meeting minutes, distributed meeting notes, and assigned followup activities.
- Worked closely with marketing department to optimize strategic initiatives.
- Tracked, reconciled and recorded monthly expense reports and credit card statements.
- Listened to customer needs to identify and recommend best products and services.
- Identified customer needs by asking questions and advising on best solutions.
- Greeted and assisted customers to foster positive experiences.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
Customer Care Consultant
Johannesburg Water
05.2002 - 06.2004
- Respond to customer inquiries related to water services, billing, and technical issues via phone, email, or online platforms.
- Provide detailed information and assistance regarding water supply, sewerage services, and account management.
- Handle customer complaints and ensure timely resolution of issues.
- Maintained a high satisfaction score by consistently resolving first-call issues.
- Maintain accurate records of all customer interactions, queries, and resolutions.
- Update customer information and service records in the call center database.
- Generate reports on call center activities, customer feedback, and service performance.
- Provide step-by-step guidance to customers for resolving minor technical issues.
- Escalate complex technical problems to the appropriate technical teams for further investigation and resolution.
Fault Dept. Call Center Consultant
ESKOM
Westville & Germiston
01.2000 - 03.2002
- Respond to customer inquiries related to electricity supply, billing, and technical issues via phone, email, and online platforms.
- Provide detailed information and assistance regarding power outages, meter readings, and account management.
- Handle customer complaints, and ensure timely resolution of issues.
- Handling electricity faults and outages, sales, queries, and customer service duties.
- Resolved customer complaints via phone, email, mail or social media.
- Performed follow-up on customer issues not immediately resolved.
- Log and track all customer queries and complaints in the call center system.
- Ensure all queries are addressed promptly and accurately.
- Follow up with customers to provide updates on the status of their queries, and ensure satisfaction.
- Ensure compliance with Eskom's policies and procedures.
- Adhere to call center protocols and quality standards.
- Participate in regular training sessions to stay updated on technical knowledge and customer service skills.
- Coordinate with field technicians and engineers to address and resolve on-site technical issues.
- Schedule and dispatch field teams for urgent repairs and maintenance tasks.
- Communicate effectively with field teams to ensure timely resolution of customer issues.
Education
Life Couching - Life Couching NLP Course
School of Life
Online08-2023
Building customer loyalty - Course
Alison
Online04-2022
Budgets and financial - Online Course
Learnify
Online 03-2021
Entrepreneurship - Online Course
Learnify
Online10-2020
NQF Level 4 Sales And Marketing
Dionysus SDI Training
Johannesburg, South Africa11-2015
Customer Service Certificate - Course
Bryant Bell & Associates
Durban, South Africa 08-2008
Accounting and Bookkeeping Diploma - one year Diploma
Academy of Learning College
Durban, South Africa 12-1999
Administrative Accounting Certificate - National N3 Certificate
Pinetown Technical College
Pinetown, South Africa 12-1997
High School -
Newlands High School
Durban South Africa 01.1996
Skills
- Exceptional communication skills
- Effective problem-identifying and problem-solving skills
- High degree of customer service
- Call center – inbound and outbound
- Data and information capturing
- Public Speaking and Presentation Skills
- Youth & Sunday School Teacher
- Staffing coordination
- Exceptional telephone etiquette
- Quality assurance and control
- Flexible and adaptable to change
- Excellent communication and interpersonal skills
- Online Chat Agent experience
- Leadership skills and training skills
- Ability to achieve goals and meet tight deadlines
- Customer-focused
- Training and mentoring
- Skilled multi-tasker
- Budgeting and reporting
- Exceptional interpersonal communication
- Negotiation expert
- Staff education and training
Educationcourses
- 2023, School of Life, Life Coaching - NLP Course
- 2022, Alison, Building customer loyalty Course
- 2021, Learnify, Budgets and financial
- 2020, Learnify, Entrepreneurship
- 2015, Dionysus SDI Training, Sales & Marketing Certificate
- 2008, Bryant Bell & Associates, Customer Service Certificate
- 1999, Academy of Learning College, Accounting and Bookkeeping Diploma
- 1997, Pinetown Technical College, Administrative Accounting Certificate
- 1996, Newlands High School
Introduction
I excel in building relationships and solving problems. With leadership skills and a sales background, I offer valuable solutions. My optimism and energy drive me to overcome challenges. I am self motivated, sociable and I can adapt quickly. I am a natural leader with strong organizational and communication skills. I thrive on relationship building, problem solving, customer satisfaction and sales growth. I am confident in my ability to contribute positively to any team.
Languages
English
First Language
Afrikaans
Beginner (A1)
A1
Xhosa
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Sales & Customer Service Manager
Bazobona Supply Chain
03.2017 - Current
Internal Sales Consultant
Kaytech Engineered Fab
10.2011 - 12.2016
Sales & Stores Supervisor
Fiberetex SA
09.2011 - 08.2011
Sales Administrator
Kaytech Engineered Fab
08.2004 - 09.2009
Customer Care Consultant
Johannesburg Water
05.2002 - 06.2004
Fault Dept. Call Center Consultant
ESKOM
01.2000 - 03.2002
Life Couching - Life Couching NLP Course
School of Life
Building customer loyalty - Course
Alison
Budgets and financial - Online Course
Learnify
Entrepreneurship - Online Course
Learnify
NQF Level 4 Sales And Marketing
Dionysus SDI Training
Customer Service Certificate - Course
Bryant Bell & Associates
Accounting and Bookkeeping Diploma - one year Diploma
Academy of Learning College
Administrative Accounting Certificate - National N3 Certificate
Pinetown Technical College
High School -
Newlands High School
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