Overview
Work History
Education
Certification
Timeline
Teacher
Sharon Smart

Sharon Smart

Customer Services and Financial Services
Winklespruit ,Durban

Overview

1
1
Certification
3
3
Languages
31
31
years of professional experience

Work History

Customer Service Executive

Student Finance England SFE
United Kingdom , Tring
11.2019 - 05.2024
  • Described product and service details to customers to provide information on benefits and advantages.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.

Service Manager

Blue spec Technostar
Durban , Durban
11.2015 - 10.2019
  • Implemented strategies to increase customer service satisfaction ratings.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Resolved customer complaints in professional and timely manner.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Analyzed service reports to identify areas of improvement.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Monitored service staff performance and provided feedback for improvement.
  • Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
  • Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
  • Pioneered sustainability initiative within service operations, reducing waste and promoting eco-friendly practices.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.

Service Manger

Mercedes Benz Durban
Durban , KZN
05.2013 - 10.2015
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Resolved customer complaints in professional and timely manner.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Monitored service staff performance and provided feedback for improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Analyzed service reports to identify areas of improvement.
  • Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
  • Implemented customer feedback system to gather insights and identify areas for service improvement.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.

Financial Advisor

NFP Nedcor Nedbank
Johannesburg , Gaunteng
02.1993 - 10.2012
  • Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
  • Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
  • Provided comprehensive retirement planning services, ensuring clients maintain their desired lifestyle postretirement.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
  • Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
  • Ensured compliance with industry regulations and company policies while serving clients'' best interests.
  • Established new client relationships by conducting thorough needs assessments during initial consultations.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs.
  • Worked closely with insurance providers to assess suitable coverage options tailored to individual client requirements for risk management purposes.
  • Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.

Education

BA Degree in Communications

Wits University
Johannesburg
11.1992

Certification

TEFL/TESOL

Timeline

TEFL/TESOL

09-2024

Customer Service Executive

Student Finance England SFE
11.2019 - 05.2024

Service Manager

Blue spec Technostar
11.2015 - 10.2019

Service Manger

Mercedes Benz Durban
05.2013 - 10.2015

Financial Advisor

NFP Nedcor Nedbank
02.1993 - 10.2012

BA Degree in Communications

Wits University

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Sharon SmartCustomer Services and Financial Services