Leshae Groenewald
Customer Service Representative
Cape Town
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in SUPPORT industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Merchants Iinet
01.2023 - Current
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Trained staff on operating procedures and company services.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Implemented and developed customer service training processes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded proactively and positively to rapid change.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Worked well in a team setting, providing support and guidance.
- Learned and adapted quickly to new technology and software applications.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Administrative Assistant
University Of Cape Town
02.2019 - 01.2021
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Developed comprehensive reports for management by collecting data from various sources, analyzing trends, and presenting actionable insights.
- Assisted development and implementation of new administrative procedures.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Established administrative work procedures to track staff's daily tasks.
- Managed filing system, entered data and completed other clerical tasks.
- Liaised between clients and vendors and maintained effective lines of communication.
- Scheduled office meetings and client appointments for staff teams.
- Volunteered to help with special projects of varying degrees of complexity.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Resolved problems, improved operations and provided exceptional service.
- Managed time efficiently in order to complete all tasks within deadlines.
Administrative Assistant
Western Cape Department Of Education
02.2017 - 03.2018
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Developed comprehensive reports for management by collecting data from various sources, analyzing trends, and presenting actionable insights.
- Assisted development and implementation of new administrative procedures.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Executed record filing system to improve document organization and management.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Assisted coworkers and staff members with special tasks on daily basis.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Education
High School Diploma -
Range High
Elsies River 04.2001 -
Skills
Adaptability
Estimating
Organizational Skills
Active Listening
Follow-up skills
Administrative and Office Support
Time management abilities
Problem-Solving
Critical Thinking
Team Collaboration
Attention to Detail
Product Knowledge
Payment Processing
Effective Communication
[Language] Fluency
Computer Skills
Complaint Handling
Multitasking
Customer service orientation
Calm Under Pressure
Goal Setting
MS Office
Understanding Customer Needs
Relationship Building
Excellent Communication
Timeline
Customer Service Representative
Merchants Iinet
01.2023 - Current
Administrative Assistant
University Of Cape Town
02.2019 - 01.2021
Administrative Assistant
Western Cape Department Of Education
02.2017 - 03.2018
High School Diploma -
Range High
04.2001 -