Cheyenne Magasiva

• Resolved customer complaints and service issues through email & phone.
• Managed online order enquiries, delivery updates, and payment concerns with accurate, timely responses.
• Escalated complex concerns to appropriate teams and tracked resolutions through closure - Media Inquiries, Brand damaging complaints, Police CCTV Requests.
• Improved response consistency by refining complaint resolution processes.
• Maintained a high level of product knowledge across multiple company brands (KFC, Taco Bell, Carl's Jr & Pizza Hut NZ) to provide accurate information to customers.
• Navigated multiple systems and applications to find information ;

Zendesk Customer complaints/feedback, Franchise & Equity Store complaints, refund requests, employment inquiries, sponsorship requests, Franchise requests, Quality Assurance inquiries, Customer Surveys etc

Cognizant system (Carl's Jr, KFC NZ)

GMS system(pizza Hut)

Tik Tuk System(Taco Bell NZ)

Brand Websites (Browser & App)

Paymark - online payment processing system

Paymark Insights - In store payment records

Bringg - Delivery system

Macromatix & Oracle system In-store/Online receipts & purchase information).

• Collaborated with cross-functional teams to resolve complex customer issues in a timely manner - Marketing, Operations, Finance, HR, Recruitment, Quality Assurance, Business coaches for Franchisees, I.T and Global Brand Managers,
• Investigated and resolved customer inquiries and complaints within 48-72 hours, consistently meeting KPI requirements.
• Maintained up-to-date knowledge of product and service changes - Price increases, menu updates, current and future promotions.
• Investigated with restaurant locations to clarify orders, refunds, and promotional stock availability.

• Trained new representatives on best practices for customer engagement and problem resolution.

- Mentored new hires as they navigated new systems and protocols.

- Implemented customer service training and escalation processes.

- Developed knowledge base articles to streamline information access for team members.

• Managed escalated issues by providing effective solutions while maintaining customer satisfaction standards.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers. (SAP Cloud)
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
• Recommended, selected and helped locate and obtain out-of-stock products based on customer requests from various locations across Australia.