Zendesk, Trello, Canva, BrandEye, Melt-Water, Agent Work-Space, Slack, Microsoft Suite
Hi, I’m
Sikelelwa Charity Beyi-Mitshiabu
Cape Town
Summary
Detail-oriented customer service leader with expertise in brand reputation management, social listening, and crisis resolution. Holds an Associate Degree in Business Administration and an NQF 5 Certificate in Entrepreneurship from UCT - Graduate School of Business, currently pursuing a Bachelor's Degree in Business Administration. Proven ability to manage customer interactions for major retail brands, excelling at proactively monitoring social media platforms, addressing reputational risks, and ensuring swift, effective responses to customer concerns. Skilled in influencer and media monitoring, providing timely alerts and reports to management to ensure positive brand coverage. Committed to enhancing customer satisfaction and protecting brand reputation, stays abreast of industry trends and dedicated to continuous improvement.
Overview
8
years of professional experience
Work History
Getclosure
Social Media Engagement Analyst (Cross-Brands)
07.2021 - 07.2024
Job overview
- Brand Reputation Management: Proactively monitor social media platforms and online news sources for brand-related issues or mentions, ensuring timely response and resolution
- Social Listening: Monitor social media channels, influencers' pages, and media outlets for brand mentions, comments, and trends
- Crisis Management: Quickly identify and address potential reputation threats on social media platforms
- Influencer and Media Monitoring: Regularly monitor influencers' social media pages and media houses for brand mentions
- Managed customer interactions for major brands including Shoprite, Checkers, Usave, Edgars Fashion, Edgars Beauty, Legit, Swagga, Styles, Decor
- Analyzed and interpreted reputational risks on social media, executing strategies to mitigate risks
- Report writing, Alerts and FYI to management for any noteworthy news
- Keeping abreast with online news and brand coverage
- Coordinated with internal departments for swift resolution of customer complaints and queries
SweepSouth
Customer Support Specialist & Assistance Team Lead
11.2017 - 10.2020
Job overview
- Provided support to customers by addressing inquiries, resolving complaints, and assisting with booking and scheduling of cleaning services
- Managed customer complaints and ensured timely resolution, continuously checking in with the team to provide feedback on performance and guide improvement
- Handled all escalated queries and complaints from agents, ensuring thorough resolution
- Monitored service quality and customer satisfaction, collected feedback, and implemented improvements
- Performed administrative duties such processing payments for unpaid bookings, and updating databases
- Managed over 100 daily customer queries/complaints through Zen-desk, prioritizing swift resolution
- Monitored social media platforms for customer reviews, addressing complaints and inquiries promptly
- Trained new team members on customer service protocols and company policies
- Encouraged the team to always solve customer inquiries and complaints efficiently, ensuring a customer-centric approach
- Drafted team shifts
- Wrote team performance reports for management, highlighting achievements and areas for improvement
Old Mutual
Personal Financial Advisor
08.2016 - 05.2017
Job overview
- Built and maintained client bases, kept client plans up-to-date, and recruited new clients
- Regularly contacted clients to update financial status and adjust plans
- Provided comprehensive financial planning support, including education expenses and retirement planning
- Monitored financial market trends to ensure effective client plans and recommended strategies for achieving financial goals
Education
Bachelor’s from business administration
01.2025
University Overview
In Progress
Associate Degree from Business Administration
08.2024
Young African Leaders Initiative – YALI
Fundamentals of Starting and Running a Business Certificate
08.2015
University Overview
Completed Online
UCT – Graduate School of Business (Raymond Ackerman Academy)
NQF 5 Entrepreneurial Certificate
01.2013
The Fundraising Academy (Innovation Shack)
Fundraising Certificate
11.2012
College of Cape Town
Grade 12 - Matric
01.2008
University Overview
Completed
Skills
- Expertise in Social Media Platforms and Analytics
- Proficiency in Microsoft Office Suite
- Proficiency in CRM Systems
- Exceptional Communication Skills
- Exceptional Interpersonal Skills
- Strong Analytical Abilities
- Strong Problem-Solving Abilities
- Highly attentive
- Detail-oriented
- Experience with Zen-desk
- Experience with Meltwater
- Experience with Trello
- Experience with BrandsEye
- Experience with Conversocial
- Proficiency in Social Media Management
- Experience in Community Engagement
- Problem-Solving
- Excellent Communication
- Multitasking
- Organizational Skills
- Task Prioritization
- Time Management
- Attention to Detail
- Interpersonal Communication
- Active Listening
- Decision-Making
- Written Communication
- Relationship Building
- Conflict Resolution
- Team building
- KPI analysis
- Incident Reporting
- Deadline Adherence
- Trend Analysis
- Team Collaboration and Leadership
- Documentation And Reporting
- MS Excel
- Analytical Thinking
Software
Hobbies and Interests
- Social media trends
- Financial markets
- Community development
- Public relations
- Business management and analytics
Languages
English
Advanced (C1)
Xhosa
Bilingual or Proficient (C2)
Afrikaans
Beginner (A1)
Timeline
Social Media Engagement Analyst (Cross-Brands)
Getclosure
07.2021 - 07.2024
Customer Support Specialist & Assistance Team Lead
SweepSouth
11.2017 - 10.2020
Personal Financial Advisor
Old Mutual
08.2016 - 05.2017
Associate Degree from Business Administration
Young African Leaders Initiative – YALI
Fundamentals of Starting and Running a Business Certificate
UCT – Graduate School of Business (Raymond Ackerman Academy)
NQF 5 Entrepreneurial Certificate
The Fundraising Academy (Innovation Shack)
Fundraising Certificate
College of Cape Town
Grade 12 - Matric
Bachelor’s from business administration
Professionalreferences
Available upon request.
Volunteerwork
Active in community service and charity events (Previously done work for The Patrice Motsepe Foundation)
Hobbies and Interests
- Social media trends
- Financial markets
- Community development
- Public relations
- Business management and analytics
Professionalreferences
Available upon request.
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