Thato Gwangwa

• Email, Live Chat and Phone support
• US seasonal campaign Wine Country Gift basket and
Van's Gifts order taking
• Delivered exceptional customer service, addressing
patient inquiries promptly and professionally • Strengthened client relationships, provided
exceptional customer service and follow-up. • Dealt with client confidential information, kept
discreet and maintained trust with customers.

• Expediting load plan report using Foxtrot and VSC • Manage Driver Time Adherence and Refusal
Management Modulation
• Manage Driver Working Hours (DWH) and Average
Departure
• Order Management and updating master data • Tracking truck deliveries during operation and updating driver feedback tracker

• Resolved tickets on Zendesk, Beehive and Ziwo platforms to respond to customers queries swiftly
• Dealing with e-Hailing services for both drivers and riders
• Maintained empathy and professionalism, while understand client issue, and sharing FAQs and Knowledge Base Articles prior to provide resolution
• Monitored customer surveys and feedback to maintain CSAT and KPI trackers.

• Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
• Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
• SAP and Avaya system to contact and retrieve customer information by STP (customer account number)

• Multitasking, by answering and directing calls accurately
• Maintaining cleanliness on the working station
• Prepared meeting materials such as agendas or
presentations as requested to support effective
collaborations among team members.
• Temping at Konika Minolta, Sonae Arauco,Sanlam
and AECI

• Sorted mail from the Post Office received from RAF. Ensured pre-trial dates are accurate with no mishaps, so not jeopardize the firm
• Updated client correspondence files and noted additions in file index per summons sent through on email
• Safeguarded sensitive and confidential data in compliance with security best practices

• Logged incidents and events accurately into Avaya (call) software
• Stay updated on latest landmarks updates on roads when sharing/sending co-ordinates to Capital Air (dispatch) and police for hijackings.
• Vehicle monitoring and checking positions