Shirley Nkosi
Midrand
Summary
Energetic and engaging customer service representative with over 10+ years of experience in resolving complex customer enquires and enthusiastically to achieve consistent and quality results. An organized, goal orientated, self motivated, hardworking and honest individual. Confident with excellent customer and interpersonal skills, professional, ethical, can multi-task, handle pressure and deadlines.
Overview
21
21
years of professional experience
Work History
Operations Coordinator
Volvo TRUCKS Southern Africa
06.2016 - Current
- Responsible for liaising between customers,driver and field technicians. Create and track the work order and dispatch a technician. Assure that all charges related to work orders are posted properly. Assure all work orders are closed on a timely basis. Duties include:
- Prepare, open, maintain and close repair orders.
- Independently and simultaneously coordinate vehicle related cases reported to Volvo Assistance.
- Facilitate the process of ordering parts and following up on orders
- Continuously inform and keep all parties updated on progress of the case
- According to manuals and guidelines continuously update the Mercurius System including keeping the log updated. Report to the supervisor in case of quality in the breakdown service as per the service failure routine toand with the view to improve the service network .
Service Point Advisor
DHL International
07.2013 - 05.2016
- Process all shipments accepted at the counter accurately and enter relevant data so as to ensure perfect airwaybills thus offering DHL's most suitable service to the customer
- Promote and sell DHL's value-added services such as Insurance, Import Express and TDD and participate actively in the Sales Lead program to contribute to the country's revenue
- Ensure that customer service administrative task are completed on a daily basis
- Responsible for the handling and banking cash,ensure that cash control sheets is completed daily
- satisfaction with minimal intervention of team leaders
- Ensure all shipments are manifested by end of each shift and also ensure all documents and invoices pertaining to WPX shipments are imaged for quicker clearance at destination- CIA
- Keep record of the supplies and also the float money and submit to accounts a cash summary of the total cash sales at the end of each day. The cash summary report needs to be reconciled for the cash collected for the shipments
Incident Coordinator
Automobile Association
02.2007 - 03.2013
- Logging roadside breakdowns
- Following up with member for the processed patrol cases
- Arranging AA tow truck for the client on breakdown scene
- Arranging car hire or accommodation
- Arraging security and ensuring members safety
- Managing members expectation and case resolution through members update on delay time and expected time of arrival as well as any related costs
Call Centre Agent
Wesbank
05.2005 - 01.2007
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Support with outbound calls to customers about specific sales and marketing promotional campaigns.
- Gave clients information about available products and services to build awareness.
- Attended to incoming enquiries within target timeframes.
- Applied correct hold and transfer procedures, consistently keeping call times within timeframe target.
Education
Certificate of Higher Education - Matric
Allanridge Combined School
Midrand, GP01-2022
Certificate of Higher Education - Office management and technology
PC Training and Business college
Midrand, GP01-2004
Skills
- Customer relationship management
- Operational support
- Excellent coordination
- Parts ordering
- Customer service expert
- Problem solving
- Office admin
- Sales Negotiating
- Multi-tasking
- Active listening
- Remote employee management
- Effective problem solver
Timeline
Operations Coordinator
Volvo TRUCKS Southern Africa
06.2016 - Current
Service Point Advisor
DHL International
07.2013 - 05.2016
Incident Coordinator
Automobile Association
02.2007 - 03.2013
Call Centre Agent
Wesbank
05.2005 - 01.2007
Certificate of Higher Education - Matric
Allanridge Combined School
Certificate of Higher Education - Office management and technology
PC Training and Business college