Unathi Lulama Afoakwah
Germiston
Summary
Dedicated Customer Service Professional with 16 years’ experience in distribution, outsourcing, and commercial industries. Skilled in rapport-building, communication, and problem-solving, with a typing speed of 45-50 words per minute and 99.9% accuracy. Expertise in Ocular, Syspro, and basic SAP, alongside proficiency in Microsoft Office. Committed to enhancing customer satisfaction and supporting team success.
Overview
20
20
years of professional experience
Work History
Appointment Setter
MetaWatt Pross LLC
03.2026 - 06.2026
- Achieved monthly targets by securing a consistent number of quality appointments.
- Built solid sales pipeline setting appointments and closing sales
- Was a remote sales appointment setter calling warm leads selling solar panels
- Managed inbound and outbound calls with potential clients, fostering strong relationships.
- Built solid sales pipeline setting appointment and closing sales
- Utilised CRM software to record client information, ensuring accurate follow-up activities.
- Followed company scripts to cover key points and overcome objections.
- Scheduled phone calls between potential customers and sales representatives.
Appointment Setter
Corvado Insurance Specialists
01.2026 - 02.2026
- Contacted warm leads to secure lowest car insurance rates available in UK market.
- Reached out to contact list to promote products and services.
- Utilised company scripts to effectively address key points and objections.
- Controlled calls using established techniques to meet performance targets and maintain sales pressure.
- Reviewed call log data to uncover trends and optimise appointment setting strategies.
- Listened actively to customers, responding appropriately to show interest and understanding.
- Maintained up-to-date knowledge of product characteristics and availability.
Personal Assistant to General Manager
G-Fox Pty Ltd
08.2022 - 02.2026
- Streamlined daily operations, boosting efficiency by 30%.
- Managed schedules, ensuring optimal time management for GM.
- Coordinated high-stakes meetings, enhancing stakeholder engagement.
- Developed reports that improved decision-making processes.
- Facilitated communication across departments, fostering collaboration.
- Implemented project tracking systems, reducing delays by 25%.
- Handled confidential information with utmost discretion and integrity.
- Organized corporate events, increasing team morale and cohesion.
- Trained new staff, enhancing team productivity and performance.
- Supported strategic initiatives, contributing to a 15% revenue growth.
Customer Care/Internal Sales Manager
Bidvest Commercial Products T/A G-Fox Pty Ltd
05.2021 - 02.2026
- Overseas 14 staff members comprising 12 call centre agents and 2 company receptionists.
- Ensures that daily e-mails are responded to – daily e-mails ranging from 400 to 600 e-mails with a maintenance of a 24hr response time to e-mails.
- Ensures that 95% of incoming calls are responded to by agents with the least number of abandoned calls – incoming calls ranging from 300 – 350 calls.
- Pulls and listens to the agents' calls so as to assist them in maintaining high quality voice service customer care.
- Facilitated assistance for walk-in customers at the call centre while minimising disruption to incoming emails and calls.
- Ensures that the call centre agents work hand in hand with the sales representatives of the company.
- Conducted quarterly training for new and existing agents to enhance product knowledge and maintain high customer service standards.
- Conducts weekly meetings with the agents to reinforce call centre Key Performance Indicators and allocates targets to each agent so agents can track their productivity.
- Generated daily productivity reports for the call centre to monitor and assess operational performance.
- Conducted regular training sessions for sales staff on product knowledge and sales techniques.
- Optimised sales methods to best acquire, develop and retain customers.
- Established pricing and delivery terms based on current market trends and costs.
- Set budget and monitored expenses to run a profitable department.
- Oversaw administrative team enabling front-line sales professionals to achieve quotas.
Telesales / Customer Service Consultant
G-Fox Pty Ltd
01.2015 - 04.2021
- Completed 70 plus incoming calls daily (as well as walk in customers) and answered all queries, captured all orders and provided excellent customer service.
- Exceeded sales targets by 30% through effective telesales strategies.
- Developed strong customer relationships, boosting retention by 25%.
- Resolved customer inquiries swiftly, achieving a 95% satisfaction rate.
- Implemented upselling techniques, increasing average order value by 15%.
- Conducted needs analysis to tailor solutions, increasing conversion rates.
- Trained new team members on best practices, improving overall performance.
- Engaged with all G-Fox customers in Northern area of Johannesburg.
- Provided service to company's top 200 customers namely VIP customers.
- Managed company's top 100 customers and dormant customer list which consists of 250 plus customers.
- Utilised CRM tools to track leads, enhancing follow-up efficiency.
- Processed orders and tracked deliveries, keeping customers informed about the status of their purchases.
- Addressed customer service enquiries quickly and accurately.
- Handled complex customer issues, applying problem-solving skills to achieve satisfactory outcomes.
- Built rapport with customers through courteous and professional communications.
- Collaborated with marketing to align campaigns, driving lead generation.
- Analyzed sales data to identify trends, optimizing sales approaches.
- Consistently recognized as top performer in monthly sales rankings.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Enhanced customer satisfaction by providing empathetic support and timely resolutions to complaints.
- Upheld high standards of professionalism and confidentiality in all customer interactions.
- Enhanced customer satisfaction by providing empathetic support and timely resolutions to complaints.
National Sales Secretary
Diplomat Distributors SA
05.2011 - 12.2014
- Managed and followed up on all sales and customer orders, including warehouse follow ups and queries.
- Worked closely with Finance Department to maintain optimum levels of communication to effectively and efficiently complete projects.
- Successfully raised purchase orders using Pastel accounting system.
- Ensured all content on SAP was correct and updated when customer details changed and orders needed to be closed or changed.
- Performed administrative duties quickly and efficiently for the Sales Department.
- Streamlined sales processes, boosting efficiency by 30%.
- Managed client communications, enhancing satisfaction scores by 25%.
- Coordinated sales meetings, increasing team productivity by 20%.
- Developed training materials, improving new hire performance by 40%.
- Analyzed sales data, identifying trends that drove a 15% revenue increase.
- Implemented CRM tools, improving lead tracking and conversion rates.
- Collaborated with marketing, resulting in a 50% rise in qualified leads.
- Maintained accurate sales records, ensuring compliance and transparency.
- Facilitated cross-departmental collaboration, enhancing overall sales strategy.
- Achieved quarterly sales targets consistently, contributing to company growth.
- Assisted with receiving, processing and verifying all invoices related to accounts payables.
- Managed petty cash transactions, meticulously documenting expenditures to adhere to company policies.
- Kept general ledger documents updated for accurate transaction records.
- Collated invoices, transaction records and accounting certificates.
- Provided administrative support to the finance department, organising documents and managing schedules for optimal efficiency.
Receptionist
Sobane Outsourcing
06.2010 - 04.2011
- Managed front desk operations, enhancing customer satisfaction by 30%.
- Greeted guests and clients warmly at reception to create a welcoming atmosphere.
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
- Resolved customer inquiries swiftly, achieving a 95% satisfaction rate.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Answered and directed incoming calls to relevant staff members using multi-line telephone system.
- Handled multi-line phone systems, improving call response time by 40%.
- Streamlined appointment scheduling, increasing efficiency by 25%.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Maintained a professional environment, enhancing brand image and trust.
- Trained new staff on customer service protocols, elevating team performance.
- Developed strong client relationships, boosting repeat business by 20%.
- Coordinated office supplies, reducing costs by 15% through vendor negotiation.
- Implemented a digital filing system, saving 10 hours weekly in admin tasks.
- Executed day-to-day duties accurately, including recruitment of contractual staff and negotiating client staff appointments to support operational needs.
- Verified applicant references and employment details.
- Drafted professional resumes and cover letters, enhancing candidates' presentation to potential employers.
- Implemented marketing initiatives, resulting in a 15% increase in foot traffic to the office.
- Carried out basic day-to-day administrative tasks to support staff needs.
Outbound Customer Service Agent
Platinum I Call Holdings
04.2010 - 05.2010
- Managed telesales across a wide range of products, namely: legal emergencies, household emergencies, medical emergencies, road-side assistance, Platinum cell SOS products/policies.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Exceeded sales targets by 30% through proactive outreach strategies.
- Developed strong customer relationships, boosting retention rates by 25%.
- Utilized CRM tools to track leads, enhancing follow-up efficiency by 40%.
- Conducted market research to identify new sales opportunities and trends.
- Delivered tailored solutions, resulting in a 20% increase in upsell success.
- Collaborated with marketing to create compelling campaigns, driving engagement.
- Trained new agents on best practices, improving team performance by 15%.
- Resolved customer inquiries swiftly, achieving a 95% satisfaction rate.
- Analyzed customer feedback to refine sales approaches and strategies.
- Consistently recognized as top performer in monthly sales competitions.
Part-time Receptionist
Young Womens Christian Association (YWCA)
03.2006 - 02.2008
- Managed front desk operations, enhancing customer satisfaction by 30%.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Streamlined appointment scheduling, increasing efficiency by 25%.
- Handled multi-line phone systems, improving call response time by 40%.
- Confirmed appointments and updated client records, ensuring accurate client communications.
- Provided exceptional service, resulting in a 15% rise in client retention.
- Fostered a welcoming environment, enhancing client experience and satisfaction.
- Maintained organised records, boosting data retrieval speed by 50%.
- Trained new staff, enhancing team productivity and morale.
- Implemented feedback systems, driving service improvements by 35%.
- Coordinated office supplies and negotiated with vendors, achieving significant cost reductions.
- Assisted in marketing efforts, contributing to a 10% increase in new clients.
Education
Generic Management Certificate NQF Level 5 - Management
MBAT (Siyanqoba)
South Africa01-2025
Bachelor of Law Degree - Foundations of SA Law, Criminal Law, Contractual Law, Customary Law, Succession, Business Entities Law, Civil Procedure Law, Property Law, Constitutional Law, Public International Law, Criminal Procedure, Administrative Law, International Society and Foreign Policy, English Language 1
University of The Witwatersrand
01-2007
High School Diploma -
Alberton High School
South Africa01-2002
Skills
- Lead generation
- Cold calling
- Appointment scheduling
- CRM Tools
- Data entry
- Microsoft Office
- Excel
- Sales expertise
- Customer service excellence
- Complaint resolution
- Administrative support
- Numerical analysis
- Product knowledge
Accomplishments
- Employee of the Quarter, 2018-10-01, Received the employee of the quarter certificate.
- Promotion to Customer Care Manager, Was promoted to Customer Care Manager from the call center.
Custom
References available upon request.
Languages
English
Advanced
C1
Xhosa
Advanced
C1
Afrikaans
Beginner
A1
Timeline
Appointment Setter
MetaWatt Pross LLC
03.2026 - 06.2026
Appointment Setter
Corvado Insurance Specialists
01.2026 - 02.2026
Personal Assistant to General Manager
G-Fox Pty Ltd
08.2022 - 02.2026
Customer Care/Internal Sales Manager
Bidvest Commercial Products T/A G-Fox Pty Ltd
05.2021 - 02.2026
Telesales / Customer Service Consultant
G-Fox Pty Ltd
01.2015 - 04.2021
National Sales Secretary
Diplomat Distributors SA
05.2011 - 12.2014
Receptionist
Sobane Outsourcing
06.2010 - 04.2011
Outbound Customer Service Agent
Platinum I Call Holdings
04.2010 - 05.2010
Part-time Receptionist
Young Womens Christian Association (YWCA)
03.2006 - 02.2008
Generic Management Certificate NQF Level 5 - Management
MBAT (Siyanqoba)
Bachelor of Law Degree - Foundations of SA Law, Criminal Law, Contractual Law, Customary Law, Succession, Business Entities Law, Civil Procedure Law, Property Law, Constitutional Law, Public International Law, Criminal Procedure, Administrative Law, International Society and Foreign Policy, English Language 1
University of The Witwatersrand
High School Diploma -
Alberton High School