Sinovuyo Njomeni

Assigning trips to a fleet of company drivers and following up with them from the start till finish.

Providing drivers with back office support to make sure that we meet the client SLA. Tracking the active trips and following up when there's a delay to assist where needed so that we get the orders delivered on time.

Always going an extra mile assisting in area where help is needed.

Contributing to building a positive work environment by maintaining strong relationships with coworkers. Actively participating in team meetings, sharing insights on best practices and potential improvements. Diagnose and trouble shoot driver application to facilitate smooth deliveries from trip creating till delivery.

Work independently but still be able to collaborate with

fellow team members when needed to. Always creating a positive and lasting memory with the company drivers to facilitate easy and bearable delivery experience.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Responded to customer requests for products, services, and company information.

Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.

Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.

• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Participated in training programs to enhance product knowledge and customer service skills.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.