Thandeka Ndlovu
Administration
Johannesburg
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Account Management Advisor
Merchants
07.2023 - Current
- Meets or exceeds quality and productivity goals assigned by management.
- Demonstrates clear and polite written and oral communication.
- Maintains a positive and professional demeanour and portrays the company in a positive light.
- Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels.
- Follows company policies and processes in order to process customer requests appropriately.
- Demonstrates knowledge and use of departmental resources, policies, and procedures.
- Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
- Escalates customer issues appropriately and correctly.
- Proactively communicates system and process issues, and customer feedback trends to management.
- Exceeds customer expectations by going above and beyond.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Continuously sought opportunities for personal development through ongoing training programs.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
CUSTOMER SERVICE ADVISOR
CCI Sandton
11.2022 - 07.2023
- Communicate to the customer in a clear, accurate, appropriate and timely manner
- Understand the needs of the customer and build rapport
- Ensure any customer query is clearly understood and employ problem solving and troubleshooting techniques (where applicable)
- Explain the nature of the product or services by utilising the approved communication script (where applicable)
- Achieve relevant targets (such as first call resolution; sales and activation targets)
- Identify and escalate customer issue when unable to assist
- Demonstrate product knowledge and understanding of standard operating procedures
- Ensure communication is adapted to meet the needs of the specific individual
- Enable customer surveys as requested for customer satisfaction measurement
- Ensure high levels of customer satisfaction for all calls taken in line with campaign benchmarks
- Capture all customer information onto the system
- Document call information on the system
- Record the disposition of the call on the system utilising the appropriate result code.
ADMIN ASSISTANT/RECEPTIONIST
Adrielcorp
06.2020 - 07.2021
- Manage phone calls and correspondence (e-mail, letters, packages etc.)
- Manage and maintain procedural and Keep stock of office supplies and place orders when necessary.
- Assisted with appointment scheduling for clients, improving overall office organization and time management.
- Facilitated communication between staff members and clients, addressing concerns promptly and professionally.
- Improved response times by accurately taking messages for staff members who were unavailable or in meetings at the time of the call.
- Effectively managed front desk operations, ensuring a professional and welcoming environment for all visitors.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Expedited invoice processing through careful review of billing details before submission to accounting department, reducing errors significantly.
- Managed multiple tasks simultaneously while maintaining professionalism under pressure during high-traffic periods at the front desk.
- Developed strong relationships with clients and colleagues through excellent interpersonal skills, resulting in increased trust and collaboration.
- Maintained an organized filing system for confidential documents, ensuring easy access to important information when needed.
ADMIN ASSISTANT/ RECEPTIONIST
Accutech Weighing Services
10.2018 - 12.2019
- Handling office tasks, such as filing, ordering stationery and suppliers
- Track stocks of office supplies and place orders when necessary
- Screening phone calls and routing callers to the appropriate party
- Greeting clients when they enter the office and giving them assistance
- Sending and receiving invoices
- Updating Bank reconciliation and creditors control
- Greet and assist clients
- Maintain polite and professional communication via phone, e-mail, and mail.
CUSTOMER SERVICE ADVISOR
Avon
05.2017 - 06.2018
- Update customers details
- Assist on submitting orders online
- Release orders
- Advise on delivery schedule and track the parcels
- Send emails for credit increase and Itc update
- Switchboard
- Welcome calls.
SMALL BUSINESS ADVISOR FOR UK BASED CLIENTS (BILLING)
Webhelp
01.2015 - 12.2016
- Establishes the customer's needs by using expertise to diagnose and resolve problems
- Raises incidents to the appropriate stakeholders providing accurate and relevant information
- Ensures all accounts identified as high risks accounts are closely monitored and actioned promptly
- Escalates to management or the appropriate support where necessary to ensure the customers' expectations are met
- Resolve customers queries within the confines of operational and client policies and procedures
- Promotes client products, service and solutions at all times.
DATA CAPTURE
African association holdings/ Edu- solutions
03.2010 - 11.2011
CASHIER/ CUSTOMER SERVICE
Nu-Metro
08.2009 - 02.2010
Education
MATRIC - undefined
R. W. Fick SSS
02.2007 - undefined
NATIONAL DIPLOMA IN HUMAN RESOURCE MANAGEMENT - undefined
Unisa
06.2011 - 6 2017
Skills
Evaluated pending service calls daily for assigned customers and worked with appropriate branches
undefinedCourses Certifications
ISTQB FOUNDATION LEVEL 2021 COMPLETE TRAINING, Udemy, 08/2021
Educational Training
- COMPUTERS OFFICE PACKAGE
- INBOUND CALL CENTER TRAINING
Personal Information
Date of Birth: 10/11/88
Additional Information
Phone number: 0835857646
Email address: nthandekandlovu@gmail.com
Timeline
Account Management Advisor
Merchants
07.2023 - Current
CUSTOMER SERVICE ADVISOR
CCI Sandton
11.2022 - 07.2023
ADMIN ASSISTANT/RECEPTIONIST
Adrielcorp
06.2020 - 07.2021
ADMIN ASSISTANT/ RECEPTIONIST
Accutech Weighing Services
10.2018 - 12.2019
CUSTOMER SERVICE ADVISOR
Avon
05.2017 - 06.2018
SMALL BUSINESS ADVISOR FOR UK BASED CLIENTS (BILLING)
Webhelp
01.2015 - 12.2016
NATIONAL DIPLOMA IN HUMAN RESOURCE MANAGEMENT - undefined
Unisa
06.2011 - 6 2017
DATA CAPTURE
African association holdings/ Edu- solutions
03.2010 - 11.2011
CASHIER/ CUSTOMER SERVICE
Nu-Metro
08.2009 - 02.2010
MATRIC - undefined
R. W. Fick SSS
02.2007 - undefined
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