Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Work Availability
Quote
Timeline
GeneralManager
RAMASELA ELIZABETH (LIZ) TSHELANE

RAMASELA ELIZABETH (LIZ) TSHELANE

Customer Service Manager
Diepmeadow, Soweto,Gauteng

Summary

High-energy Customer Service Manager with proven leadership, critical thinking and project management abilities gained during 6 year International Customer service career. Experienced in managing logistics requirements of the Export & Import office / contact centre and highly responsive to dynamic business conditions. Smoothly organized resources to keep teams efficient and achieve daily targets. With my 6 years of experience in the shipping Industry (International & Domestic) and customer service leadership roles, I uphold a record of being detail-focused and driven to help employees succeed in meeting and exceeding sales goals. I'm well experienced in overseeing all clients shipments, updating shipping records and maintaining open communication with international offices and export authorities. I have a proven record of excellent documentation, multitasking and organizational skills and also my ability to step into a leadership role and quickly making positive changes to drive company success*. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Willingness to take on additional responsibilities to meet the company goals.

Overview

8
8
years of professional experience

Work History

Office Administrator

Ntethe Media (Pty) Ltd
ROODEPOORT, RSA
05.2022 - Current
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Edited documents to improve accuracy of language, flow, and readability.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Monitored and oversaw general cleaning of office in line with company cleanliness standards.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
  • Completed bi-weekly payroll for 12 employees.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to the Director.
  • Kept high average of performance evaluations.
  • Reconciled account files and produced monthly reports.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

International Customer Service Supervisor

DpD Laser t/a Dawn Wing
EDENVALE, RSA
12.2020 - 03.2022
  • Overseen and assessed customer service staff activities, and provided them with regular performance-related feedback.
  • Strategized and monitored the daily activities of customer service operations.
  • Assisted customer service staff with duties where required.
  • Developed strong communication and organizational skills through working on group projects.
  • Proven track record in working within tight deadlines and a fast-paced environment.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Learned and adapted quickly to new technology and software applications.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Demonstrated Leadership skills in managing projects from concept to completion.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Excellent communication skills, both verbal and written.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Knowledge of all international processes regarding imports and exports in ensuring compliance in accordance with Customs legislation.
  • Ensured client customer satisfaction.
  • Ensured that e-mails are acknowledged and attended to within the required turnaround time.
  • Handled General Reporting on all contact centre calls (inbound /Outbound) and inhouse customer query Ticketing Systems.

Customer Service Manager - Exports / Imports

InXpress SA
RANDBURG, GAUTENG
04.2017 - 11.2020
  • Managed a team of over 15 members, which includes organizing work schedules and issuing shipping instructions to ensure delivery times and locations are co-ordinated. This also included tracking and trace management so as to monitor goods at all times.
  • Ensured the efficiency and effectiveness of all imports and exports by using different online tracking portals.
  • Monitored preparations of all (import , export & Local) quotes for customers and shipment bookings with different international carriers.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Trained and regularly mentored associates on performance-oriented strategies, interpersonal skills and customer service techniques.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved escalated customer complaints while prioritizing customer satisfaction and loyalty.
  • Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing monthly sales targets.
  • Arranged customs pre-clearance on international shipments to meet client schedules.
  • Maintained compliance with export guidelines and international standards.
  • Demonstrated in-depth understanding of requirements for international air transportation activities.
  • Ensured that the Department handles Customs queries quickly and efficiently to release international shipments.
  • Reviewed Commercial Invoices and shipping manifests to ensure full compliance with local customs and international regulations.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Resolved problems, improved operations and ensured that exceptional service is provided to all clients.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Paid attention to detail while completing all assignments.
  • Identified issues, analyzed information and provided solutions to problems.
  • Demonstrated a high level of initiative and creativity while tackling daily management tasks.
  • Proved successful working within tight deadlines in a fast-paced environment.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Self-motivated, with a strong sense of personal responsibility.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Excellent communication skills, both verbal and written.

Customer Service Agent (Logistics)

InXpress SA
RANDBURG, RSA
04.2016 - 04.2017
  • Handled daily air import and export shipments from quoting until invoicing.
  • Requested rates from carriers, agents and quoting transport services to client according to their inquiries and needs.
  • Provided expert advise to clients regarding logistic processes, documentation, inspections, letters of credit, or any other shipping questions which may arise.
  • Arranged pick up of shipments and delivery to final destination.
  • Prepared and/or processing export declarations, including the required ‘electronic export information’.
  • Assisting/ forwarding all necessary information and documentation to Customs Broker in order to clear shipments in accordance with SA government regulations.
  • Provided advance notifications of shipments or other documents to agents, shippers or consignees as required.
  • Utilized customer service software to track shipments and sending regular status reports to clients.
  • Communicating with all external and internal partners as well as customers to ensure smooth transport arrangement.
  • Actively listened to customers, handled concerns quickly and escalated major issues to the line supervisor.

TELEPHONE MARKET RESEARCH INTERVIEWER

Plus 94 Research
CRAIG HALL PARK, SOUTH AFRICA
03.2014 - 11.2015
  • Followed Contact Centre “scripts” when handling different topics.
  • Identified customers’ needs, clarify information, research every issue and providing solutions.
  • Handled 300-350 calls per Day to address customer inquiries and concerns.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Paid attention to detail while completing assignments.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Self-motivated, with a strong sense of personal responsibility.
  • Learned and adapted quickly to new technology and software applications.
  • Resolved problems, improved operations and provided exceptional service.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

No Degree - Information Technology

Tshwane University Of Technology
Pretoria

High School Diploma -

Khumbulani High School
Port Elizabeth, South Africa
12.2009

Skills

  • Accountability and adaptability skills
  • Analytical Skills
  • Customer Relationship Management Software (CRM)
  • Team Leadership
  • Training and Development
  • Schedule Coordination
  • Telemarketing Expertise
  • Excellent time management skills
  • Training & Mentoring
  • Microsoft Outlook, Word, Excel & Access
  • Research and due diligence
  • Complaint resolution
  • Effective problem solver
  • Exceptional interpersonal communication
  • Exceptional telephone etiquette
  • Logistics policies and procedures
  • Production processes
  • Meeting production goals
  • International Trade Regulations
  • Ability To Work Independently
  • Attention To Detail
  • Technical support services
  • Customer complaint resolution
  • Ms Outlook
  • Production target management
  • Customer Service Expertise
  • Personalized Customer Service
  • Outstanding Customer Service Skills
  • Customer Service and Support Software
  • Exports,Exports & Domestic shipments
  • Operational Efficiency
  • Employee Performance Reviews

Accomplishments

  • Excelled in the management role with its unique demands and expectations.
  • Successfully recruited and trained new customer service representatives.
  • Won an award in 2018 for Best employee of the year to have lived the company Value System.

Languages

Northern Sotho, IsiZulu
Native language
English
Advanced
C1

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Office Administrator

Ntethe Media (Pty) Ltd
05.2022 - Current

International Customer Service Supervisor

DpD Laser t/a Dawn Wing
12.2020 - 03.2022

Customer Service Manager - Exports / Imports

InXpress SA
04.2017 - 11.2020

Customer Service Agent (Logistics)

InXpress SA
04.2016 - 04.2017

TELEPHONE MARKET RESEARCH INTERVIEWER

Plus 94 Research
03.2014 - 11.2015

No Degree - Information Technology

Tshwane University Of Technology

High School Diploma -

Khumbulani High School

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