Rhona Edwards
Kroonstad
Summary
Customer service professional, skilled in virtual support and adept at addressing and resolving customer issues. Known for cultivating positive interactions and efficiently managing customer needs in virtual environment. Exemplifies teamwork and adaptability, consistently delivering reliable results under varying circumstances. Proficient in conflict resolution and communication.
Overview
6
6
years of professional experience
Work History
Virtual Customer Service Associate
We Serve U (PTY) Ltd
Kroonstad, South Africa (Remote)
03.2024 - 05.2025
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Adapted quickly to changes in business processes or technology updates, minimizing any impact on the level of service provided to customers.
- Balanced competing priorities effectively while managing heavy workloads during peak hours or high call volume periods.
- Resolved customer complaints efficiently, leading to improved retention rates.
- Maintained Google drive & Dropbox
- Maintained detailed records of customer interactions, ensuring proper follow-up actions were taken when needed.
- Streamlined communication between departments by proactively sharing relevant customer feedback and insights.
- Provided exceptional support to customers through phone, email, and chat platforms.
- Implemented new strategies for better handling of customer issues, resulting in decreased wait times.
- Strengthened relationships with key clients by providing personalized attention and addressing their unique needs proactively.
- Supported fellow team members in resolving complex issues by sharing expertise and advice when needed.
- Ensured timely resolution of technical issues faced by customers through effective troubleshooting techniques.
Social Media Coordinator
The Shoe Warehouse
Edenvale, South Africa (Remote)
01.2022 - 03.2024
- Created social media content with consistent content and tone.
- Enhanced online engagement with the creation of compelling content for various platforms.
- Created shareable content that resonated with followers, driving increased engagement rates and audience growth.
- Strengthened brand identity with consistent messaging, tone, and visual elements across all posts.
- Streamlined social media management by utilizing scheduling tools and analytics software for optimal posting times.
- Collaborated closely with marketing teams to align social media initiatives with larger promotional goals.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Monitored comments sections across platforms to address negative feedback and maintain brand reputation.
Sales Manager
House & Home
Greenstone
01.2019 - 02.2024
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Boosted customer retention rates, establishing robust follow-up system and personalizing client interactions.
Education
Certificate - Professional Transcriptionist
TYPE WHIZZ
Online04-2025
Certificate - Virtual Assistant Certificate
TYPE WHIZZ
Online 02-2024
High School Diploma -
Eden Park Secondary School
Alberton, South Africa12-1990
Skills
- Organization
- Call handling
- File maintenance
- Spreadsheet tracking
- Teamwork
- Customer service
- Time management
- Problem-solving
- Attention to detail
- Calm and professional under pressure
- Reliability
- Understanding customer needs
- Computer skills
- Active listening
- Effective communication
- Appointment scheduling
- Multitasking
- Verbal and written communication
- Problem resolution
- Customer relations
- Phone etiquette
- Task prioritization
- Self motivation
- Work prioritization
Timeline
Virtual Customer Service Associate
We Serve U (PTY) Ltd
03.2024 - 05.2025
Social Media Coordinator
The Shoe Warehouse
01.2022 - 03.2024
Sales Manager
House & Home
01.2019 - 02.2024
Certificate - Professional Transcriptionist
TYPE WHIZZ
Certificate - Virtual Assistant Certificate
TYPE WHIZZ
High School Diploma -
Eden Park Secondary School