Summary
Overview
Work History
Education
Skills
References
Accomplishments
Timeline
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Zandile Mosiea

171 Ndlulamithi Crescent, G1034 Umlazi

Summary

Highly organized and detail-oriented Receptionist and Office Administrator with over 8 years of experience in customer service, call centres, and administrative support. Proven ability to handle high volumes of calls, manage schedules, maintain office efficiency, and provide excellent front-desk service. Proficient in MS Office and CRM platforms including Salesforce and Zoho. Known for professionalism, fast learning, and commitment to exceptional service in high-pressure environments.

Experienced with leadership and strategic planning in high-stakes environments. Utilizes strong problem-solving and decision-making skills to drive operational success. Track record of effective team leadership and conflict resolution, ensuring mission objectives are met.

Overview

9
9
years of professional experience

Work History

Emergency Resources Officer (Contact Centre Agent)

ER24EMS
11.2019 - 08.2022
  • Managed high-volume emergency calls with 95% satisfaction rate.
  • Utilized CRM tools to track and analyze customer interactions.
  • Collaborated with emergency services for seamless coordination.
  • Trained new agents, enhancing team efficiency and performance.
  • Developed scripts that improved call handling by 95%.
  • Achieved recognition for outstanding customer service excellence.
  • Maintained composure in high-stress situations, ensuring safety.
  • Implemented feedback loops, boosting service quality continuously.

Office Administrator

MMidi Occupational Health
03.2019 - 08.2019
  • Oversaw daily operations, including scheduling, budgeting, supply ordering, and staff support.
  • Handled record-keeping and correspondence to support both admin and clinical teams.
  • Improved office workflow through proactive organization and communication.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Contributed to a positive work environment by fostering strong working relationships among colleagues.
  • Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.

Receptionist/ Data Capturer

ER24EMS
02.2014 - 12.2018
  • Managed front desk operations, enhancing customer satisfaction by 95%.
  • Efficiently handled 100+ calls daily, boosting client engagement and retention.
  • Coordinated appointments, improving scheduling efficiency by 95%.
  • Maintained accurate records, ensuring compliance and data integrity.
  • Collaborated with departments, fostering teamwork and communication.
  • Provided exceptional service, leading to a 95% increase in positive feedback.
  • Implemented a digital filing system, increasing retrieval speed.
  • Achieved recognition for outstanding service, enhancing company reputation.
  • Resolved customer problems and complaints.

Education

Higher Certificate In Commerce - Incomplete -

Durban University of Technology
Durban
12.2005

Matric/ Grade 12 -

Rossburgh High School
Durban
12.2004

Skills

  • Office Coordination
  • Document Control
  • Calendar Management
  • Scheduling
  • Active Listening
  • Conflict Resolution
  • Professional Communication
  • Client Relations
  • MS Office
  • CRM Tools
  • Attention to Detail
  • Time Management
  • Teamwork
  • Problem-Solving

References

Daryl, Govender, 0721800103, ER24EMS

Bongiwe Mavundla, 0766477360

Accomplishments

  • Complete First aid training
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 50 staff members.

Timeline

Emergency Resources Officer (Contact Centre Agent)

ER24EMS
11.2019 - 08.2022

Office Administrator

MMidi Occupational Health
03.2019 - 08.2019

Receptionist/ Data Capturer

ER24EMS
02.2014 - 12.2018

Higher Certificate In Commerce - Incomplete -

Durban University of Technology

Matric/ Grade 12 -

Rossburgh High School

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Zandile Mosiea