Zimkhitha Magumasholo
CRM Specialist/Analyst:Decision Support
Cape Town
Summary
Dynamic CRM Specialist at The Foschini Group, adept at process optimization and customer relationship management. Enhanced customer satisfaction through effective campaign execution and advanced reporting, driving informed decision-making. Proven communicator with expertise in SAS/SQL, contributing to improved sales forecasting and elevated customer retention rates.
Experienced with CRM systems and strategies to drive customer engagement and loyalty. Utilizes data analysis and customer insights to implement effective CRM solutions. Strong understanding of communication techniques and relationship-building skills to support business objectives.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
Work History
CRM Specialist
TFG, The Foschini Group
Cape Town
06.2018 - Current
- Enhanced customer satisfaction by streamlining CRM processes and implementing user-friendly tools.
- Empowered account manager with advanced reporting features that allowed me to make informed decisions about my portfolios using real-time data from the integrated analytics suite within respective CRMs.
- Overseeing marketing data quality, which includes routine campaign data and feed file reporting & analysis as well as participation in any campaign improvement efforts.
- To monitor and develop campaign reports and to build campaigns from the stretch as well. Also responsible for the coordination and control of advert briefs from the client throughout the amendment management; proof reverts, and client service.
- Managing of client briefs and meeting deadline dates
- Developed customized reports for improved sales forecasting and accurate performance tracking.
Call Center Representative
TFG, The Foschini Group
Cape Town
04.2016 - 05.2018
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Receive all income documents and conduct through validation checks on proof of income.
- Ensure all missing or required information is updated accurately.
- Verify that store indicated proof of income on application.
- Refer application to forensics department if and when applicable.
Call Center Agent, Inbound Sales
TFG, The Foschini Group
Cape Town
10.2013 - 03.2016
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Resolved customer complaints, resulting in higher customer retention rates.
- Boosted sales revenue by effectively promoting products and services to potential customers.
- Exceeded monthly sales targets through persuasive communication skills and product knowledge.
- Efficiently managed a high volume of calls while maintaining composure under pressure.
- Contributed to achieving departmental goals by consistently meeting individual performance metrics.
- Enhanced team performance by sharing best practices and collaborating on strategies for success.
Education
Bachelor of Arts - Psychology And Communication Studies
01.2009 - 12.2018
Skills
Timeline
CRM Specialist - TFG, The Foschini Group
06.2018 - Current
Call Center Representative - TFG, The Foschini Group
04.2016 - 05.2018
Call Center Agent, Inbound Sales - TFG, The Foschini Group
10.2013 - 03.2016
University of The Western Cape - Bachelor of Arts, Psychology And Communication Studies
01.2009 - 12.2018
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