Solane Charlotte Ndlovu
Service Experience Coordinator
Sandton,GP
Summary
Experienced Service Coordinator, bringing 7 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
9
9
years of professional experience
4
4
English, Afrikaans, Sesotho, Xitsonga
Work History
Learnership Programme/ IT Sales Department
EOH Network Solutions
2 2015
- Be knowledgeable about the product
- Shadow the sales development team in closing deals
- Identify prospective customers, lead generation and conversion
- Contact new and existing customers to discuss needs
- Emphasize the features of products to highlight how they solve customer problems
- Enter client details in CRM and SAP database.
Lead Generator/Marketing Consultant
Isabella Garcua
01.2016 - 06.2016
- Generated high-quality leads by researching and identifying potential clients through various online platforms.
- Delivered consistent results by setting achievable goals and working diligently towards achieving them each month.
- Implemented data-driven approaches to identify trends in lead generation efforts, optimizing tactics for better results over time.
- Developed and maintained lasting customer relationships through quick turnaround and strong communication skills.
- Called potential customers from marketing lists and referral programs to engage and discuss personal needs.
- Cultivated trust with prospects through consistent follow-up communication and relationship-building tactics, leading to higher conversion rates over time.
Specialised Client Care Liaison and Sales Administration Consultant
Isabella Garcia
02.2016 - 10.2019
- Dealing with client queries via inbound calls- up to 70 calls daily
- Answering incoming emails and processing e-mails received from clients up to 65-80 emails daily
- Helping and serving our clients by resolving their queries in accordance with our Client Care processes
- Giving skincare and product advice
- Liaising with Logistics and our courier service providers
- Pitching offers (upselling) and processing orders
- Investigating queries
- Assisting clients with Account related queries.
Client Service Coordinator/Team Leader
Isabella Garcia
2 2019 - 03.2024
- Leading a team of 33 associates, responsible for their targets, mentoring, productivity and skill development
- Managing client interactions and responding to clients on Hello Peter and Google Review platform
- Development, maintenance, and retention of customer relationships
- Accurately updating administrative records
- Resolving face to face, telephone, and email queries quickly and to completion
- Manage department capacity and deadlines
- Team: Motivate, coach and support
- Reporting: Compile and report regularly on sales numbers, department functions and performance
- Improvements: Planning and coordinating administrative procedures and systems and devising ways to streamline processes
- Ensure the smooth and adequate flow of applicable information to other departments and sales companies.
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Supported patient care excellence via planning and interpretation of programs.
- Implemented tailored communication strategies for each client, ensuring clear understanding of services and expectations.
- Analyzed feedback from clients to identify patterns and trends requiring attention or action from management.
- Collaborated closely with cross-functional teams to drive process improvements that enhanced overall service delivery.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Education
BA Business Administration -
Heriot-Watt University
02.2011 - 11 2014
NQF Level 4: Generic Management - undefined
EOH-Siyanqoba Private FET College
01.2015 - 11 2015
Excel Core - undefined
Platinum Life
02.2020 - 12 2020
Skills
Team Coordination
Educational Experience
A business administration qualification has equipped me with the skill to think critically and strategically, become a team player, and motivate and lead people. Completing my degree in Business Administration and management has contributed in me being a professional to make safe business decisions and troubleshoot different organisational problems.
Professional Experience Summary
9 years of customer-facing, solutions-oriented experience. Ability to develop strong, long-lasting customer relationships. Strong technical acumen coupled with the desire to learn. Exceptional ability to prioritize tasks, multi-task, and work independently. Ability to be creative in product expansion and account management. Excitement to perform and deliver in a high-growth environment. Objective: To utilize my experience as a Client Care Liaison and Client Care Coordinator to contribute effectively to a dynamic organization, leveraging acquired skills in client relationship management, coordination, and team leadership.
Customer Service Experience
Able to demonstrate a high standard of customer service. Competent user of MSOffice (Word, Excel, Outlook), CRM, SQL, and Google Sheets. Communicate via Livechat, Facebook, Instagram, Google Reviews, and Whatsapp with clients. Capable of following procedures and systematic processes. Having a methodical and accurate approach to work activities. Finding solutions to issues and problems by analyzing customer surveys and feedback. Positive attitude, energetic approach, and self-motivated. Capable of influencing the opinions of customers. Able to handle complaints, aggressive customers, and difficult situations.
Personal Information
- Place of Birth: Pretoria
- Date of Birth: 04/24/92
- Gender: Female
- Nationality: South African
- Driving License: Code 10
References
- Tshepiso Mphahlele, Isabella Garcia, 0783545790, tshepiso.mphahlele@isabella-garcia.com
- Ofentse Khemese, Isabella Garcia, 0766004372, fefe.khemese@isabella-garcia.com
Timeline
Excel Core - undefined
Platinum Life
02.2020 - 12 2020
Specialised Client Care Liaison and Sales Administration Consultant
Isabella Garcia
02.2016 - 10.2019
Lead Generator/Marketing Consultant
Isabella Garcua
01.2016 - 06.2016
NQF Level 4: Generic Management - undefined
EOH-Siyanqoba Private FET College
01.2015 - 11 2015
BA Business Administration -
Heriot-Watt University
02.2011 - 11 2014
Learnership Programme/ IT Sales Department
EOH Network Solutions
2 2015
Client Service Coordinator/Team Leader
Isabella Garcia
2 2019 - 03.2024
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