Samaa Mchakulu
Johannesburg
Summary
Highly organized, team-oriented professional with exceptional communication skills in oral and written communication, active listening and analytical problem-solving skills. Results-driven Service Coordinator with solid background in coordinating and managing service operations. Possessing proven track record in effective scheduling, dispatching personnel and managing inventory for optimal performance and customer satisfaction.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Service Coordinator
First Allegiance
Johannesburg
03.2023 - 07.2024
- Prepared reports on service performance metrics and key indicators for management review utilizing Excel, Word, CRM, Teams, Zoom, phone, e-mail and chat.
- Coordinated with contractors and monitored service activities related to preserving 80+ properties under my portfolio.
- Served as a primary point of contact for clients such as SN Servicing, Loancare, Freddie Mac and Homeriver. Addressing inquiries, providing updates through meetings and ticket escalation, to ensure overall satisfaction with services rendered.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- As a comprehensive Service Coordinator, I managed the complete maintenance, inspection, landscaping, winterization, and processing of all properties in my portfolio to ensure they met contract service standards.
- Coordinate with contractors for the scheduling and completion of repairs and maintenance to properties.
- Negotiated and identified 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
01.2022 - 09.2023
- 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.
- Maintained clear communication with customers during troubleshooting ticket procedures, ensuring understanding and swift resolution of problems.
- Managed staff as a cash manager and access manager when required.
Amazon Customer Service Associate
Amazon
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.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions scoring a 90%+ in achievement merit.
- Provided additional support through chat and e-mail.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
Business Entrepreneur
Dress Code
08.2011 - 02.2018
- Successfully developed and maintained business, selling mans and boys formal clothing for office and wedding events.
- Implemented employee training programs, improving team skills and fostering culture of continuous learning and development.
- Analyzed sales data to identify trends, adjusting marketing strategies to capture new market segments.
- Boosted customer satisfaction, refining customer service process to ensure quick and effective resolution of inquiries and complaints.
- 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.
Education
National Diploma - Chemical Engineering
Cape Peninsula University of Technology
02.2015 - 11.2018
Certificate - Project Management
Cape Peninsula University of Technology
02.2016 - 08.2016
Cost Management And Accounting
Damelin
02.2023 - Current
Skills
Leadership
Negotiation
Emotional intelligence
Communication skill
Microsoft Skill
Enjoy working under pressure
Critical Thinking
Training and Development
Multitasking Abilities
Problem-solving aptitude
Time Management
Interpersonal Skills
Attention to Detail
Professionalism
Business Development
Hobbies
- Yoga and gym
- Vacation
- Socializing
- Baking
- Shopping
Timeline
Service Coordinator
First Allegiance
03.2023 - 07.2024
Cost Management And Accounting
Damelin
02.2023 - Current
Customer Support Agent
Howler
01.2022 - 09.2023
Amazon Customer Service Associate
Amazon
05.2020 - 03.2023
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
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