Sithokozile Pearl Sikhosana

Lead team of customer service representatives in providing exceptional customer support for Pet foods

Developed and implemented customer service procedures to streamline operations and enhance customer satisfaction, resulting in a 60% increase in customer retention

Conducted regular performance evaluations and provided coaching and training to team members to improve service delivery and meet KPI's

collaborated with cross-functional teams to identify and address customer pain points and implement solutions for continuous improvement

Managed customer escalations and resolved complex issues in a timely and professional manner, maintaining high levels of customer satisfaction

contributed to the development of training materials and conducted training sessions for new hires.

Customer Relationship Management: Act as the main point of contact for key accounts, addressing their inquiries, resolving issues, and ensuring customer satisfaction

Manage Key accounts: Develop and maintain relationships with key clients/customers to ensure their needs are met and revenue targets are achieved

Strategic Planning: Develop and implement strategic sales plans to expand the customer base, increase revenue, and achieve sales targets

forecasting and Reporting: analyze sales data and market trends to forecast future sales and identity opportunities for growth. Prepare regular reports on sales performance, key account activities, and market insights

• Reduced staff turnover by implementing targeted training programs and fostering a positive work environment.
• Leveraged data-driven insights to identify patterns in customer inquiries, enabling proactive process improvements.
• Trained new personnel regarding company operations, policies and services.
• Sought ways to improve processes and services provided.