Sandisiwe Galada
Customer Service Administrator
Cape Town
Summary
Customer Service Specialist prepared to drive results and enhance customer experiences. Skilled in resolving complex issues, managing administrative tasks, and maintaining high level of professionalism. Focused on team collaboration and adapting to changing needs. Known for excellent communication, problem-solving abilities, and strong work ethic.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Administrator
Mweb
01.2021 - Current
- Improved customer satisfaction rates with prompt responses to inquiries and effective resolution of issues.
- Maintained detailed records of customer interactions, ensuring accurate documentation and followup.
- Contributed to process improvement initiatives by identifying opportunities for increased efficiency or effectiveness in recordkeeping practices.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected and analyzed customer information to prepare product or service reports.
- Provided primary customer support to internal and external customers.
- Tasked with data entry, records oversight and issue resolution for team of 60 customer service personnel.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Updated customer service database with new information, address changes and contact details.
Administrative Assistant and Sales Support
Old Mutual Head Office
04.2018 - 12.2020
- Answered phones and performed clerical office functions to address queries, concerns, and issues, escalating complaints to management.
- Promoted a positive work environment through effective communication skills and fostering professional relationships.
- Managed information on company databases for different organizational
activities to track history and safeguard accurate information. - Updated client correspondence files and noted additions in the file index.
- Achievement of lead targets and objectives within tight business disciplines processes, identifying new creative means of achieving campaign goals (within compliance regulations)
- Ensures compliance with processes and procedures to minimize business
risk. - Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Sales Consultant
Old Mutual Head Office
04.2014 - 03.2018
- Created customized reports detailing policy features, premium pricing, and coverage comparisons for prospective clients.
- Achieved consistent monthly sales targets by managing a robust pipeline of prospects and diligently following up on leads.
- Increased cross-selling opportunities by identifying gaps in clients'' existing coverage and offering comprehensive solutions to meet their insurance needs.
- Improved customer retention rates through prompt communication, proactive problem-solving, and genuine relationship-building efforts.
- Assisted clients in navigating policy options based on their individual needs while adhering to company guidelines.
Client Service and Billing Consultant
RCS Financial Service Provider
01.2011 - 02.2015
- Generated invoices upon receipt of billing information and tracked collection progress.
- Negotiated favorable payment terms with clients, resulting in improved cash flow for the organization.
- Implemented electronic invoicing system, reducing paper usage and increasing overall efficiency within the department.
- Reduced errors in billing data entry through implementing automated validation checks.
- Handled account payments and provided information regarding outstanding balances.
- Collaborated with department managers to correct problems and improve services, improving efficiency % and customer service ratings %.
Education
Certificate - Foundations of Digital Marketing And E-commerce
Coursera
Online 10.2024 - 11.2024
Certificate - Social Media Marketing
Hubspot Academy
Online 08.2024 - 09.2024
Certificate - Office Administration
IQ Academy
Lansdowne, Cape Town, South Africa 01.2025 - 12.2025
High School Diploma -
Isilimela Comprehensive School
Langa, South Africa 01.2025 - 12.2025
Skills
- Communication
- Data entry
- Information updates
- Record Keeping
- Customer service excellence
- Meeting deadlines
- Brand representation excellence
- Telephone etiquette
- computer literacy
- Data management
- Adaptability and flexibility
- Leadership development
Complaint handling
Timeline
Certificate - Office Administration
IQ Academy
01.2025 - 12.2025
High School Diploma -
Isilimela Comprehensive School
01.2025 - 12.2025
Certificate - Foundations of Digital Marketing And E-commerce
Coursera
10.2024 - 11.2024
Certificate - Social Media Marketing
Hubspot Academy
08.2024 - 09.2024
Customer Service Administrator
Mweb
01.2021 - Current
Administrative Assistant and Sales Support
Old Mutual Head Office
04.2018 - 12.2020
Sales Consultant
Old Mutual Head Office
04.2014 - 03.2018
Client Service and Billing Consultant
RCS Financial Service Provider
01.2011 - 02.2015
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