Samantha Jagger
Cape Town
Summary
Results-driven Customer Service Representative with 5+ years of experience in various roles including Call Center Agent, Sales & Marketing Representative, and Guest Relations Manager and Reservationist. Seeking a position in a dynamic and fast-paced organization that values problem-solving and critical thinking skills. Expertise in customer service, call answering, and relationship building. Available to start immediately and eager to contribute to a team that offers opportunities for growth and development. Current salary is R15,000 with an expected salary of R10 000
Overview
2025
2025
years of professional experience
Work History
Call Center Agent
Three Cities Hotel Group ( Other Temp Jobs)
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Promptly responded to inquiries and requests from prospective customers.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Sought ways to improve processes and services provided.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Sales & Marketing Representative
Edgar's City, Foschini Ltd, Nike, Perfume De France.ce
- Developed and implemented sales strategies to meet or exceed company goals
- Coordinated and participated in lead generation and customer acquisition efforts
- Managed relationships with existing clients and maintained a high level of client satisfaction
- Tracked and analyzed sales data to identify trends and improve performance
- 5+ years of experience
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Created and maintained detailed database to develop promotional sales.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Identified and resolved discrepancies and errors in customer accounts.
- Conducted market research and analysis to identify consumer trends and preferences.
- Developed compelling marketing materials for product launches, resulting in heightened consumer interest and sales growth.
- Streamlined event planning processes to facilitate successful product launches and promotional events.
- Researched and evaluated potential new markets and products.
- Conducted primary and secondary research to better understand customer needs and behaviors.
Guest Relations Manager
- Liaised with housekeeping department to ensure seamless room allocation during high-occupancy periods.
- Built strong relationships with corporate clients through attentive service and tailored reservation options.
- Developed productive working relationships with colleagues across departments for efficient coordination of guest needs.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided exceptional customer service over phone calls, emails, and chat support for a seamless reservations process.
- Monitored reservation system regularly to identify overbooking situations and implemented effective solutions.
- Collaborated with sales team to optimize revenue from group bookings and special events.
- Assisted in the development of customized packages for special occasions or promotional periods.
- Enhanced customer satisfaction by efficiently managing and processing reservation requests.
- Maintained up-to-date knowledge of hotel facilities, promotions, and local attractions to provide accurate information to guests.
- Greeted guests upon arrival and offered assistance.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
- Coordinated special requests from guests, including transportation arrangements or local activity bookings.
- Handled reservation inquiries efficiently, optimizing room occupancy rates throughout the year.
- Kept detailed records of all guest transactions throughout their stay for accurate billing at checkout time.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Participated in promotional campaigns targeting potential customers.
- Conducted regular room inspections to maintain high-quality accommodations for all guests.
- Improved overall guest experience by monitoring feedback surveys and implementing necessary changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Representative
Emerald Life Insurers
05.2024 - Current
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returns,cash,credit card payments and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in training new staff members
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Coordinated sales promotions and events to drive store traffic and increase sales volume.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product knowledge.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Performed cash, card, and check transactions to complete customer purchases.
Education
Grade 11 -
Groenvlei Secondary
Lansdowne, Cape TownSkills
- Customer Service
- Client Service Delivery
- People Skills
- Critical thinking
- Relationship building
- Computer proficiency
- Call center operations
- Order processing
- Team development
- Administrative support
- Staff training
- Live chat support
- Account management
- Stock management
- Product promotion
- Shipping and logistics
- Sales closing
- POS systems expert
- Travel planning
- Business development
- Quality assurance controls
Skills
Self motivated, Well organised, Objective, Articulate, Meticulous, Excellent Intepersonal & Communication Skills, Assertive, Teamplayer, Hardworking, Committed, Analytical, Creative, Competitive
Personal Information
- Date of Birth: 11/03/81
- Gender: Female
- Nationality: South African
Reasonforlooking
Looking for better prospects.
Timeline
Customer Service Representative
Emerald Life Insurers
05.2024 - Current
Call Center Agent
Three Cities Hotel Group ( Other Temp Jobs)
Sales & Marketing Representative
Edgar's City, Foschini Ltd, Nike, Perfume De France.ce
Guest Relations Manager
Grade 11 -
Groenvlei Secondary
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