Simnikiwe Williams
Customer Service And Sales Consultant
Johannesburg,GP
Summary
Adaptable professional with a strong focus on conflict resolution and cross-functional collaboration. Skilled in managing high-volume inquiries and providing exceptional support to strengthen customer relationships.
Results-driven Customer Support Specialist with proven skills in problem-solving, complaint handling, and CRM. Committed to enhancing customer satisfaction and operational efficiency.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
Amazon
11.2021 - 05.2026
- Provided expert support to customers through multiple channels, ensuring timely resolution of inquiries.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Collaborated with cross-functional teams to enhance overall customer experience and streamline operations.
- Developed training materials for new hires, improving onboarding efficiency and knowledge retention.
- Utilized CRM tools to track customer interactions, ensuring accurate documentation and follow-up procedures.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
Project Coordinator
IEC
11.2021 - 06.2022
- Coordinated project schedules and timelines to ensure timely execution of deliverables.
- Facilitated communication between stakeholders to align project goals and expectations.
- Monitored project progress, identifying risks and implementing mitigation strategies.
- Developed comprehensive project documentation to enhance transparency and accountability.
- Assisted in resource allocation, optimizing team performance across various projects.
- Led cross-functional meetings to drive collaboration and resolve project-related issues.
Customer Service and Sales Representative
Capitec Bank
06.2016 - 10.2021
- Developed and maintained strong client relationships to enhance customer satisfaction and loyalty.
- Identified customer needs through active listening, ensuring tailored financial solutions were provided.
- Conducted product presentations to effectively communicate features and benefits of banking services.
- Collaborated with cross-functional teams to streamline sales processes and improve service delivery.
- Analyzed market trends to inform strategic decisions and optimize sales strategies.
- Implemented feedback mechanisms to continuously improve customer engagement and retention efforts.
Education
No Degree - Human Resources Management
Boston City College
Bellville, South Africa 04.2001 -
Galileo - Tourism And Hospitality
Walter Sisulu University
East London, South Africa 04.2001 -
High School Diploma -
Sithembiso High School
East London, South Africa 04.2001 -
Skills
Problem-solving
Complaint handling
Customer relationship management (CRM)
CRM software
Call center experience
Conflict resolution
Quality assurance
Ticket management
Live chat support
Timeline
Customer Support Specialist
Amazon
11.2021 - 05.2026
Project Coordinator
IEC
11.2021 - 06.2022
Customer Service and Sales Representative
Capitec Bank
06.2016 - 10.2021
No Degree - Human Resources Management
Boston City College
04.2001 -
Galileo - Tourism And Hospitality
Walter Sisulu University
04.2001 -
High School Diploma -
Sithembiso High School
04.2001 -