Samaa Mchakulu
Service Coordinator
Johannesburg
Summary
Enthusiastic Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Results-driven Service Coordinator with solid background in coordinating and managing property service operations. Possessing proven track record in effective scheduling, dispatching personnel and managing inventory for optimal performance and customer satisfaction. Highly organized, team-oriented professional with exceptional communication skills.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Service Coordinator
First Allegiance
Johannesburg
03.2023 - Current
- Prepared reports on service performance metrics and key indicators for management review utilizing Excel, CRM, teams, Zoom, phone, e-mail and chat.
- Interfaces with maintenance team, inspection, lawn, and processing teams to coordinator and project delivery of service requests to meet contract service levels.
- Coordinate with contractors for the scheduling and completion of repairs and maintenance to properties.
- Negotiate bids received from contractors to maintain financial profit for all parties involved.
- Provide recommendations to improve systems and service delivery output.
- Participated in meetings and discussions with internal and external stakeholders to discuss KPIs and strategies for successful completion of service projects.
Customer Support Agent
Howler
Johannesburg
01.2022 - Current
- Provided primary customer support to internal and external customers.
- Assisted with trouble shooting issues relating to ticket entry issues, incorrect top us and wristband issues.
- Managed staff as a cash manager and access manager.
Amazon Customer Service Associate
Amazon
Johannesburg
05.2020 - 03.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns, with regards to product knowledge, delivery issues and defected products.
- Provided technical support troubleshooting Kindle devices,Fire Sticks, home appliances and Prime video streaming issues.
- Assisted, mentored and facilitated training programs for new hires.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided additional support through chat and e-mail.
Business Entrepreneur
Dress Code
Johanessburg
08.2011 - 02.2018
- Successfully developed and maintained a business, selling mens formal clothing for office and wedding evens.
- Devoted special emphasis to customer service, tailoring the experience to be memorable and respectful to all parties involved.
- Responsible for keeping my accounts up to date as well as training and over seeing my employees.
Waitress
Mama Africa
Cape Town
02.2017 - 11.2017
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Greeted new customers, discussed specials and took drink orders.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Used cash registers and credit card machines to cash out customers.
Education
National Diploma - Chemical Engineering
Cape Peninsula University of Technology
Cape Town, South Africa 02.2015 - 11.2018
Certificate - Project Management
Cape Peninsula University of Technology
Cape Town, South Africa 02.2016 - 08.2016
Cost Management And Accounting
Damelin
Remote 02.2023 - Current
Skills
Work from home
Leadership
Negotiation
Soft Skill
Inbound, outbound calling, chat & e-mail
Emotional intelligence
Communication skill
Microsoft Skill
Enjoy working under pressure
Rapport and trust building
Service monitoring and evaluation
Critical Thinking
Training and Development
High tolerance for stress
Drive and productivity
Hobbies
- Work life balance
- Gym
- Socializing
- Vacation
- Shopping
- Baking
Timeline
Service Coordinator
First Allegiance
03.2023 - Current
Cost Management And Accounting
Damelin
02.2023 - Current
Customer Support Agent
Howler
01.2022 - Current
Amazon Customer Service Associate
Amazon
05.2020 - 03.2023
Waitress
Mama Africa
02.2017 - 11.2017
Certificate - Project Management
Cape Peninsula University of Technology
02.2016 - 08.2016
National Diploma - Chemical Engineering
Cape Peninsula University of Technology
02.2015 - 11.2018
Business Entrepreneur
Dress Code
08.2011 - 02.2018