Languages
Rasull Jooma
Customer services
Durban,KZN
Summary
Customer service and client relations professional with over 10 years of experience managing key accounts, resolving client queries, and ensuring seamless order processing. Strong interpersonal and problem-solving skills, with additional experience in business ownership, project management, and supplier negotiations. Seeking a role that offers growth, challenges, and continuous learning.
Overview
4
4
16
16
years of professional experience
Work History
Customer Service Representative
Converge Ltd / Wine Club
01.2005 - 01.2018
- Handled inbound and outbound calls.
- Resolved escalated issues and complaints, ensuring customer satisfaction and retention.
- Responded to all company emails
- Social media moderator
- Coordinated and assisted with local and exporting of International deliveries, ensuring accuracy and timely distribution
- Worked closely with courier companies
- Tracked and traced waybills, proactively addressing delivery issues to maintain service reliability.
- Conducted thorough investigations of claims, gathering necessary information for resolution.
- Served as primary contact for key accounts, strengthening relationships with major corporate clients.
- Maintained databases and coordinated deliveries.
- Assisted customers in resolving inquiries and issues, ensuring satisfaction and loyalty.
- Updating information accurately and promptly.
- Utilized CRM software to track interactions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong relationships with local service providers, fostering a collaborative environment that benefited all parties involved in client care management.
Sales & Customer Care Representative
Dolphin Leisure's Durban
01.2002 - 01.2003
- Sold vacation packages and managed bookings
- Assisted customers and handled inquiries
Owner / Director
Jooma Glass Glazing Projects
01.2019 - 2025
- Owner of a glass supply and glazing business specialising in residential, commercial, and government subcontracting projects.
- Managed full business operations including procurement, quoting, invoicing, and project execution
- Supplied and installed glass and windows for over 1,000 RDP housing units
- Completed glazing for schools, hospitals, and commercial buildings
- Built relationships with contractors, suppliers, and clients to secure ongoing work
- Negotiated supplier pricing and sourced cost-effective materials
- Supervised a team of 4 employees (glass cutting and glazing)
- Ensured projects met deadlines, budgets, and safety standards
Education
BA - Social Science
University of South Africa
Matriculated -
Solvista Secondary School
Durban01.1996
Skills
Customer Service & Client Relations
Key Account Management
Project Management
Procurement & Supplier Negotiation
Upselling Strategies
Administrative & Communication Skills
Problem-Solving & Conflict Resolution
Tracking and tracing
Exporting
References
Amina, Kassim, Wine of the Month / Converge Ltd, 021 492 4211, Converge Ltd
Timeline
Owner / Director
Jooma Glass Glazing Projects
01.2019 - 2025
Customer Service Representative
Converge Ltd / Wine Club
01.2005 - 01.2018
Sales & Customer Care Representative
Dolphin Leisure's Durban
01.2002 - 01.2003
BA - Social Science
University of South Africa
Matriculated -
Solvista Secondary School