Tlou Semenya
Cape Town
Summary
Innovative Bachelor of Arts graduate in Communication and Sociology with hands-on experience in social media management and digital content creation. Expertise in crafting engaging content, fostering community engagement, and enhancing customer relations. Proven ability to develop digital storytelling strategies and monitor online communities. Eager to leverage communication skills and social media knowledge as a Social Media Intern.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Freelance Wedding Content Creator
Self employed
12.2025 - Current
- Capturing real-time content throughout wedding celebrations, including preparation moments, ceremonies, receptions, and behind-the-scenes footage.
- Creating engaging Instagram Stories, Reels, TikTok videos, and short-form content designed to increase audience engagement and showcase memorable experiences.
- Editing video clips and photographs using mobile editing applications and social media tools to produce professional and visually appealing content.
- Collaborating with clients to understand their vision, aesthetic preferences, and content objectives before and during events.
- Managing tight turnaround times to deliver social-ready content within hours of event completion.
- Applying social media trends, music, transitions, and storytelling techniques to create relevant and engaging content.
- Demonstrating strong attention to detail while maintaining professionalism in high-pressure environments.
- Building positive client relationships through excellent communication and service delivery.
Customer Service Specialist
Shoprite Group
Brackenfell
07.2023 - 02.2026
- Managed and resolved customer service tickets and enquiries via phone, email, and app-based platforms.
- Ensured all customer queries were handled within defined service level agreements (SLAs).
- Took ownership of customer issues by coordinating with internal departments (logistics, stores, and drivers) to ensure timely resolution.
- Monitored ticket queues, prioritized urgent cases, and followed up consistently until closure.
- Maintained accurate records of all customer interactions and service requests.
- Identified recurring customer issues and escalated trends for root cause analysis and service improvement.
- Built strong relationships with customers to enhance satisfaction and retention.
- Assisted with onboarding support by guiding customers through app usage and service processes.
- Adapted to system and process changes to improve operational efficiency.
- Managed customer order queries end-to-end, including order tracking, modifications, cancellations, and delivery-related issues, ensuring accurate and timely resolution.
- Processed customer refunds and credits in line with company policies, ensuring all transactions were accurately captured and communicated to the customer.
- Investigated and resolved payment-related issues, including failed transactions, duplicate charges, and missing payments, escalating complex cases to the finance or payments team where necessary.
- Handled payment escalations by liaising with internal departments and external payment providers to ensure prompt resolution and minimal disruption to the customer experience.
- Verified and reconciled order and payment discrepancies by reviewing transaction records, system data, and customer accounts to ensure accuracy and prevent recurring issues.
Social Media Assistant
Alowmess Gallery
Remote
03.2020 - 03.2023
- Assisting with the creation, planning, and publishing of content across social media platforms.
- Writing captions designed to engage audiences while maintaining consistency with the brand’s tone and messaging.
- Monitoring social media accounts and responding to comments, direct messages, and audience interactions in a professional and timely manner.
- Conducting research on industry trends, popular hashtags, and emerging content opportunities to increase visibility and engagement.
- Supporting the development of social media campaigns and promotional activities.
- Assisting with visual content creation using Canva and other digital tools.
- Tracking audience engagement and monitoring content performance to identify successful content strategies.
- Collaborating with team members to ensure content aligned with business objectives and audience interests.
Retail Sales Associate
PEP
Bellville
03.2021 - 12.2021
- Delivered frontline customer service in a fast-paced retail environment, exceeding customer expectations through attentive and friendly service.
- Provided accurate product information, promotions, and pricing details in accordance with company standards.
- Handled customer inquiries, complaints, and returns, resolving issues promptly and professionally.
- Built and maintained constructive relationships with customers, contributing to repeat business and store loyalty.
- Operated point-of-sale systems accurately, ensuring correct processing of transactions and compliance with company procedures.
- Collaborated with store team members to ensure smooth daily operations and excellent customer experience.
- Assisted with stock control, merchandising, and store presentation to enhance the customer journey.
- Demonstrated strong communication and problem-solving skills when assisting diverse customer needs.
Education
Bachelor of Arts - Communication Studies And Sociology
University of The Western Cape
Cape TownNational Senior Certificate
Northern Academy
Polokwane 01.2012 - 12.2016
Skills
- Content Creation
- Social media management
- Event Planning
- Customer Service & Client Support
- CRM expertise
- Data management
- Time Management
- Task Prioritization
- Attention to Detail
- Multitasking
- Communication support
- Problem solving
- Conflict Resolution
- Team Collaboration
- Deadline Management
- Adaptability
- Problem-Solving
References
- Anecia KoopmanQuality Assurance Specialist (ShopriteGroup)0817433945atamz92@gmail.com
- Lindsey ZoutmanQuality Assurance Specialist (Shoprite Group)0795024215 lindseyzoutman@gmail.com
- Lesego MothwaDigital Commerce: order Fulfillment Controller (Shoprite Group)0680807722Lmothwa21@gmail.com
Timeline
Freelance Wedding Content Creator
Self employed
12.2025 - Current
Customer Service Specialist
Shoprite Group
07.2023 - 02.2026
Retail Sales Associate
PEP
03.2021 - 12.2021
Social Media Assistant
Alowmess Gallery
03.2020 - 03.2023
National Senior Certificate
Northern Academy
01.2012 - 12.2016
Bachelor of Arts - Communication Studies And Sociology
University of The Western Cape