Summary
Overview
Work History
Education
Skills
Driver's License
Languages
References
Timeline
Generic
RAMASELA ELIZABETH (LIZ) TSHELANE

RAMASELA ELIZABETH (LIZ) TSHELANE

Diepkloof Zone 1

Summary

Expert in export and import control coordination with seven years of experience in customs regulations and international trade. Proven success in customer service leadership within the shipping industry, focusing on import/export and domestic operations. Strong analytical and problem-solving abilities, with comprehensive knowledge of foreign exchange policies and import/export laws. Achievements include the development of efficient shipment tracking systems and enhanced regulatory compliance through improved operational procedures.

Overview

11
11
years of professional experience

Work History

Office Manager (Part-Time)

Ntethe Media (Pty) Ltd
Fourways
02.2025 - Current
  • Identified opportunities to enhance business policies and objectives.
  • Ensured secure and effective company operations.
  • Prepared and reviewed operational reports for strategic insights.
  • Led meetings to discuss departmental goals and initiatives.
  • Assisted management in compiling annual budget information and reports.
  • Maintained all policies and procedures manuals to ensure compliance.
  • Delegated tasks to administrative assistants for efficient workflow.
  • Monitored staffing needs and projected future requirements.

Customer Service Manager (Imports/Exports)

InXpress SA
Randburg
06.2023 - 12.2024
  • Monitored import, export, and domestic quotes to ensure accurate bookings with international carriers.
  • Ensured selection of cost-effective transport modes and accuracy of incoterms and customs tariffs.
  • Verified clients' documentation and shipping manifests for compliance with local customs requirements.
  • Tracked delayed or lost shipments to determine appropriate follow-up actions.
  • Optimized import and export operations through utilization of online tracking portals.
  • Maintained relationships with account representatives from DHL Express, Argus Freight, and FedEx.
  • Trained call center agents on performance strategies and customer service techniques.
  • Resolved escalated customer complaints to prioritize satisfaction and enhance loyalty.

Office Admin Manager

Ntethe Media (Pty) Ltd
Fourways
04.2022 - 05.2023
  • Coordinated communications, financial processing, registration, and recordkeeping for administrative efficiency.
  • Interacted with customers via phone, email, and in-person to deliver timely information.
  • Tracked and restocked office supplies to maintain productivity among team members.
  • Applied advanced administrative and analytical skills to oversee daily operational activities.
  • Implemented project management techniques to enhance team productivity and address challenges.
  • Edited documents for improved accuracy, flow, and readability.
  • Resolved customer issues using conflict
  • resolution skills, boosting satisfaction scores.
  • Hired, managed, and trained staff while conducting performance reviews and administering salaries.

International Customer Service Supervisor

DpD Laser t/a Dawn Wing
Meadowdale
12.2020 - 03.2022
  • Oversaw customer service staff activities, providing regular performance feedback to enhance efficiency.
  • Strategized daily operations for customer service, ensuring alignment with organizational goals.
  • Assisted customer service staff with duties as needed to maintain workflow continuity.
  • Demonstrated leadership by motivating teams and driving performance in high-pressure environments.
  • Developed innovative solutions to complex problems, showcasing creativity and resourcefulness.
  • Managed time effectively to meet all deadlines, prioritizing tasks efficiently.
  • Ensured prompt acknowledgment of emails, maintaining required turnaround times for customer inquiries.
  • Monitored over 1,000 contact center calls and handled general reporting on customer queries.

Customer Service Manager - Exports / Imports

InXpress SA
Randburg
04.2017 - 11.2020
  • Managed team of over 10 members, organizing schedules and issuing shipping instructions for timely deliveries.
  • Ensured seamless tracking and trace management to monitor goods continuously.
  • Enhanced efficiency of imports and exports using various online tracking portals.
  • Coordinated preparation of quotes and bookings with international carriers for all shipments.
  • Collaborated with sales teams to communicate targets and improve promotional strategies.
  • Provided training and mentorship on performance strategies and customer service techniques.
  • Resolved escalated customer complaints, prioritizing satisfaction and loyalty.
  • Maintained compliance with SARS Customs regulations and international standards.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.

Customer Service Agent (Import/Export)

InXpress SA
04.2016 - 04.2017
  • Managed over 50 daily import and export shipments from quoting to invoicing.
  • Requested rates from carriers and agents based on client inquiries and needs.
  • Advised clients on logistics processes, documentation, inspections, and letters of credit.
  • Coordinated pick-up and delivery of shipments to final destinations.
  • Processed export declarations, including required electronic export information.
  • Forwarded essential documentation to Customs Broker for compliance with SA regulations.
  • Notified agents, shippers, and consignees about shipments and required documents.
  • Utilized customer service software to track shipments and provide regular status updates.

Telephone Interviewer

Plus 94 Research
Craighall Park
03.2014 - 11.2015
  • Managed 300-350 customer calls daily, addressing inquiries and concerns efficiently.
  • Identified customer needs, clarified information, and provided tailored solutions.
  • Maintained excellent attendance record, consistently arriving on time.
  • Demonstrated attention to detail while completing assignments and resolving issues.
  • Adapted quickly to new technology and software applications to enhance service delivery.
  • Exhibited professionalism and high energy in interactions with clients and staff.
  • Efficiently managed time to complete all tasks within deadlines.
  • Actively listened to customers, escalating major issues to supervisors as needed.

Education

Diploma in IT (incomplete) - Information Technology

Tshwane University of Technology
Pretoria
02.2012

National Matric Certificate - Mathematics

Khumbulani High School
Port Elizabeth, South Africa
12.2009

Skills

  • Goods classification and shipping arrangements
  • Shipping documentation preparation
  • Cargo estimation and tracing
  • Analytical skills
  • Financial accounting expertise
  • Team leadership
  • Time management
  • Microsoft Office proficiency
  • Interpersonal communication
  • Telephone etiquette
  • Independent work ability
  • Attention to detail
  • Customer service excellence
  • Order processing
  • ERP software knowledge

Driver's License

Code C1

Languages

Northern Sotho
First Language
English
Intermediate (B1)
B1
IsiZulu
Beginner
A1

References

References available upon request.

Timeline

Office Manager (Part-Time)

Ntethe Media (Pty) Ltd
02.2025 - Current

Customer Service Manager (Imports/Exports)

InXpress SA
06.2023 - 12.2024

Office Admin Manager

Ntethe Media (Pty) Ltd
04.2022 - 05.2023

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 (Import/Export)

InXpress SA
04.2016 - 04.2017

Telephone Interviewer

Plus 94 Research
03.2014 - 11.2015

Diploma in IT (incomplete) - Information Technology

Tshwane University of Technology

National Matric Certificate - Mathematics

Khumbulani High School

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RAMASELA ELIZABETH (LIZ) TSHELANE