Wendy Kleinbooi
Customer Service Team Leader
Durban
Summary
Results-driven Customer Service Team Leader with over 2 years of experience in enhancing customer satisfaction and driving team performance. Proven track record of developing and implementing effective customer service strategies that elevate service standards and foster a culture of excellence. Skilled in training and mentoring staff, optimizing processes, and resolving complex customer issues with empathy and efficiency. Strong leadership abilities, adept at motivating teams to exceed targets while maintaining a positive work environment. Expertise in data analysis enables identification of trends and areas for improvement, ensuring continuous enhancement of service delivery. Committed to providing exceptional customer experiences and building lasting relationships, eager to leverage skills to contribute to the company's success.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Team Leader
Concentrix/Webhelp
01.2022 - 01.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
Customer Service Representative
Webhelp
01.2021 - 01.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Administrative Assistant
Mghabi projects PTY LTD
01.2020 - 01.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Conducted research for project proposals, compiling information that supported winning bids.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
Sale Representative
CCI
01.2019 - 01.2020
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
Waitress
Southern Sun Elangeni
01.2015 - 01.2017
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Answered customers' questions, recommended items, and recorded order information.
Education
120 Hour - TEFL Certificate -
International Open Academy
Online 01.2020 - 01.2020
High school - Business Studies, Geography, Economics
Ridge Park
Durban , South Africa 01.2007 - 01.2011
Skills
Communication Skills
Decision-Making
Delegation
Organizational Skills
Coaching and Mentoring
Microsoft Office Tools
MS Word
MS Excel
MS Powerpoint
MS Publisher
Office Outlook
Office OneDrive
Timeline
Team Leader
Concentrix/Webhelp
01.2022 - 01.2024
Customer Service Representative
Webhelp
01.2021 - 01.2022
120 Hour - TEFL Certificate -
International Open Academy
01.2020 - 01.2020
Administrative Assistant
Mghabi projects PTY LTD
01.2020 - 01.2021
Sale Representative
CCI
01.2019 - 01.2020
Waitress
Southern Sun Elangeni
01.2015 - 01.2017
High school - Business Studies, Geography, Economics
Ridge Park
01.2007 - 01.2011
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