Hello, I am Cidat Miller and I am proficient in

Customer Experience / Services & Credit

Controller

Technical Sales Consultancy & Sales Support

admcyz@r.postjobfree.com

082**-*****

De La Rey Street,

Pageview JHB 2092

I am proficient in Customer Experience/Customer Services, Sales and Technical Sales with over 10+ years of experience in telephone inbound and outbound customer service, queries, sales, orders, tech support, and customer care. This also includes customers, products, and technical query resolution and client retention. Familiar with major customer service software, conflict resolution, and possess a positive attitude with an amicable mindset. Aiming to use my proven skills to effectively fill the vacant capacity in your company.

C A R E E R O B J E C T I V E

P ROFESSIONAL E X P ERIENCE

E D U C A T I O N

St Thomas Senior Secondary

High,1993

Inseta Imfundo FAIS

Accreditation Certificate NQF4

2009-2010

Short Term Lines

K E Y S K I L L S

Conflict Resolution

Microsoft Office Suite

Strong Work Ethic

Excellent Communication Skills

Fluent in Afr & English

Management

Team Leadership

A W A R D S

Associate of the Quarter 2006

Various Internal Training

Certification

C O N T A C T I N F O R M A T I O N

• To deal with customer queries and complaints, record all data relating to the queries/issues, confirmation by notation and ensure effective feedback to the customer is provided timeously within the SLA.

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Competent to engage in troubleshooting mechanisms and/or advise accordingly as per Standard Operating Procedures

• Billing System Consultation with International Customer/Clients providing S4X Customer Service Experience.

• System bug fixing e.g. testing requirements (Functional. Integration testing and coordinate for user acceptance testing

• Documentation (Installation guides and user manuals).

• Communicating with customers through various channels to establish a good rapport with customers and partners.

• To coordinate customer issues and its escalations and provide timely updates, working with support, operations, and any other teams as applicable.

• Provide weekly activity summaries and notify specific escalations, concerns or suggested enhancements.

• Utilizes problem-solving skills to respond to and resolve routine customer service issues via inbound and outbound telephone calls, written correspondence and/or electronic communication according to all company policies, standard operating procedures and contract coverage.

• Responsible for effectively handling general customer service, pre-appointment, post appointment and payment services call.

• Ensure the Billing Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members, and contributing improvements where possible.

• Collection and reconciliation of monthly premiums billed to clients and the management of arrears, overpayment, and underpayment of contributions.

• Process customer invoices, billing statement on accurate line of business

(LOB)pricing/quantities/details

• Identify payments received on Billing System from payment received from clients as per bill and to follow up on (Adjustable Cost Base) ACB/debit order rejections.

• Clearing of discrepancies in reconciliation and to follow up with clients on outstanding discrepancies to effect payment or corrections.

• Recommend potential products or services to management by collecting customer information and analyzing customer needs!

• Creating invoices and billing materials to be sent directly to a customer and inputting payment history, upcoming payment information or other financial data into an individual account.

• Resolve billing disputes, pausing collections, and attending to customers resolution!

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution!

• Respond to customer queries and collaborate with internal departments to optimize customer services and brand awareness.

• Follow communication procedures, guidelines, and policies!

• Deliver invoices to clients via digital and traditional mail services!

• Supporting customers who experiencing issue with payment queries, account management, product services like mobile network services, home security, internet, cable, and voice. CUSTOMER EXPERIENCE BILLING CONSULTANT

Dimension Data & MerchantsCX.ZA - Feb 2021 current ID- 771114# # # # # # #

TECHNICAL SALES CONSULTANT

Enbaya Pre -Paid Meters - Mar 2020 to Jun 2020

S Y S T E M S K N O W L E D G E

RRM

CRM

TOAD ORACLE

INTRANET

TRITOPS

CONCORD

DATABASE

INOVO

SAP

LINUX

LINPHONE

AVAYA

EINSTEIN

ECO BILL

AUTOPAY

EINSTEIN CHAT

CSG

ERONES

• I was actively and successfully managing the end-to-end sales process; sourcing new customers, scoping customer requirements, providing unique solutions and customer quotes, and liaising with the relevant departments to ensure successful delivery.

• Main duties include but not limited to calling and meeting potential clients regarding the sale and consultation of products, namely and primarily for Water, Electricity and Gas prepaid meters.

• Build solid relationships with clients (resellers and end-users) to enhance the sales and customer service process.

• Liaise with the clients regarding their business requirements and propose detailed product information that would best suit their needs.

• Communicate product promotions, special offers, new releases, and changes to resellers and to engage with clients to explore opportunities for expanding their current product range.

• Search for new business by following-up on potential clients and referrals who have shown interest in the products following up on leads received (establishing new pipeline business expansion).

• Follow-up with client regarding quotes and to handle client queries on new products, orders, and manage KEY Accounts to maintain customer satisfaction.

• Process orders as per client confirmation received via Inbound and outbound call and email received.

• Facilitate the switch-over process between our suppliers and clients onto our platform and to attend webinars / supplier training and exhibitions shows to ensure that I am accredited on the products and new promotions; liaise with our Principal suppliers to best promote their products

• Manage the cancellation of services process for clients, when required.

• Generating sales and new business development with the introduction of customer education (including on- site technical assistance & field breakdown technical duties)

• Business retention by visiting and contacting customers to establish their needs and application of the products the Employer can offer.

• Identify the products to be offered and to determine the cost of supplying these in co-operation with the management and Principals.

• Accurately define the scope of supply of the offer and how this fit into the customers and keep abreast of developments of potential new projects with the customers.

• I was primarily working in B2C but with some B2B sales ensuring that agreed targets and incoming revenue is met.

• Managing own workload and prioritize to the needs of the customer and the business.

• Manage several key customer accounts and referrals and maintaining a close working relationship with prospects and custom.

• Periodically provide accurate, detailed, and timely information regarding all prospects and sales activities to the Manager. Find new business opportunities and maintain a healthy pipeline for future deals.

• Delivering excellent customer service always and through every stage of the customer journey and the completion of Cases and tickets assigned to me.

• Identifying and establishing a new business and organizing sales visits and liaising with existing clients and preparing tenders, proposals, and quotations for new clients.

• Attending trade exhibitions, conferences, and meetings to meet with customers in a sales environment to drive product sales and knowledge and to generates new leads by meeting with consumers. Sell the services and solutions that the company/manufacturer offers.

• Demonstrate advanced product knowledge and adhere to all company policies and procedures. Respond to new and current client base regarding complaints and service inquiries.

• Understand how to make products appeal to consumers based on the environment and current trends and to work with the marketing department to develop new sales strategies and to teach other sales consultants how to make sales to potential consumers.

• Influences customers to buy services and merchandise by following a prepared sales talk to give service and product information and price quotations.

• Completes orders by recording names, addresses, and purchases, referring orders for filling thus ensures effective self- management and teamwork.

• Prepare reports on the status of enquiries, to prepare costings for quotations and budgets for projected sales.

• Represent the company at trade shows, events, and demonstrations where applicable.

• Maintain and develop relationships with existing customers, in person, and via email and telephone calls.

• Arrange meetings with current customers and new potential customers to further our business interests.

•

• Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touch points, for all kinds of customer interactions, transactions, and engagements from purchase to product return to customer support.

• Maintain financial accounts by processing customer adjustments!

• Recommend potential products or services to customer by cross selling additional products based on customer information and analyzing customer needs and requirements!

• Contribute to team effort by accomplishing related results as needed and managing large amounts of incoming calls to identify and assess customers' needs to achieve satisfaction!

• Build sustainable relationships of trust through open and interactive communication within the 8 behaviors and provide accurate, valid, and complete information by using the right methods/tools!

• Meet personal/team sales targets and call handling quotas!

• Assist with placement of orders, refunds, exchanges and cancel or upgrade accounts as well as product resets via remote systems.

• Receiving and sorting incoming payments with attention to credibility. Managing the status of accounts and balances and identifying inconsistencies. Issuing bills, receipts, and invoices.

• Flexibility to work different shifts (including evenings, weekends, or holidays) SENIOR STRATEGY & SALES CONSULTANT

Masterclass Events - Oct 2019 to Dec 2019

CUSTOMER SERVICE & QUERIES RESOLUTION/CREDIT

CONTROLLER & RETENTION /SALES SUPPORT

Avon Justine - Feb 2010 to Jan 2019

Sales Support

Credit Control

Team Leader

• I was employed to do the recruitment of representatives for the company, outbound calling to signed up and registered the potential clients as employees to sell the Avon Justine products

• Responding to incoming and making calls from and to the customers to take their orders, answer questions and inquiries, troubleshoot problems and password resets.

• Resolving complaints regarding the organization-s products or services and releasing of orders, running of orders on hold reports,

• Collection of payments dues and assisting client with the confidentiality of accounts according to payment terms and edit limits in accordance with ITC,

• Ensuring billing credits are verified and processed and ensuring customer-s remain within signed trade term agreements.

• Achieve the sales team quotas and ensure that conversion targets are achieved as per company requirement.

• Work with team members in order to increase motivation and drive results.

• Take any escalated calls from clients and deal with them in a courteous and professional manner (taking responsibility for personal development)

• Handle all inbound sales requests and customer service call to enhance the customer experience and aim to resolve all matters upon first contact (First call resolution)

• Retain ownership of and manage customer queries within turnaround times, escalate and manage customer queries as required.

• I then moved on to Customer service receiving inbound calls about WIO (where is Order) inquiries.

• Receiving inbound calls and assisting clients with the placing of orders, troubleshooting.

• Passwords reset, maintenance on accounts.

• Liaising with the couriers to ensure the client order and delivered as per SLA.

• Adhering to company policy to take +_110 call during a workday.

• Assisting customers with the logging of queries for misrouted orders and later working on those queries to assist and get those orders delivered. Workflow as a queries resolution agent

• Maintenance of customers’ accounts by recording details accounts information as per call received.

• Resolving product and service problems by clarifying the client complaints, determining the root of the problem, selecting, and explaining the best solution to solve the issue.

• Handling and maintenance of the returned product and the credit of said product.

• Expediting corrections and adjustments following up to ensure resolution.

• Maintenance of the Avon and Justine Query Database (Data Capturing) by sending reports to Management and IT.

• Coaching the team in areas where assistance/guidance is required when a difficult query must be dealt with by going into deeper details.

• Full internal Sales Leadership Framework training to assist Sales Leaders to progress from Title to Title,

• Avon Leadership Management & Advanced Sales Leadership Framework

• Ensure smooth transition to service delivery teams and provide ongoing account management to ensure customer satisfaction.

• I was employed to sell only training packages to South Africa’s Leading Companies, these packages included Basel 1,2 & 3, Hr. Analytics, Mastering project Finance, Corporate Learning, and Development Strategy, Investment Risk Measures, and many more.

• New Business development and Key Account Management

• Market analysis: understanding various target markets and industries, researching of client needs.

• Setting and achieving daily, weekly, and monthly sales targets and KPI’s

• I was also responsible for the monitoring of market trends to help the company adjust to changing conditions that affect goals and production.

• Consistent networking via certain social media platforms to establish the business brand within the different scope of marketplaces.

• I was to ensure our company has valuable relationships with JSE Listed Companies and Banks both local and foreign to build businesses by identifying and selling prospects, maintaining these forms of relationships.

• Maintaining relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements on our events as offered.

• I was responsible for the sales of online training during Inbound and outbound calls to and from the office.

• My focus was to analyses a current business’s goals and direction and ensure that practices align with company objectives. This makes for the suggestions to improve practices and to adjust with the company’s goals and mission to increase performance and Sales market share.

• Maintaining professional and technical knowledge by attending Event workshops; establishing personal networks (LinkedIn-Twitter-Referral Key) benchmarking state-of-the-art practices; participating in professional societies.

• Sales admin, sales reports credit and payment application and preparing quotation as per general admin duties.

• Embrace cold-calling and hunting new business to maintain sales flow and existing portfolios. Customer Challenge Empathy

Patience in Service Interactions

Constant Communication

Powerful Positive Language

Exceptional Listening, Perceiving,

and Understanding

Product and Service Expertise

Solution Finding

Personalization

Goal Driven

Time Tracking, Effective Time

Management

• Check customers credit and approve or deny applications based on the Company’s standard and requirements as per ITC.

• 100% case ownership and contact management, capturing information according to set data standards.

• Make sound judgements in the interest of the customer and team as and when required within scope of responsibility, (Lead Prospect Management and Project Management

• Team leading and assistance standing Supervisor with the capability to ensure that staff are well equipped with training and to assess and identify training needs.

• Process customer invoices, billing statement on accurate line of business (LOB)pricing/quantities/details

• Analyse and manage credit note requests and process credit notes upon approval with regards to policy.

• Manage POD’s – ensure signed POD’s are received and filed with invoices and to compile reconciliations when needed to ensure customer balances are correct.

• Assist in other relevant tasks and ad-hoc projects as assigned to assist the other departments and managers e.g. Sales Support, IT and Global Projects

• Collection of money, ensuring credits are processed, PODs submitted to clients.

• Liaising with sales and branch staff and warehouse regarding product stock

• Checking debtors’ receipts for correct allocation and discounts and rebates and the capturing debtors’ receipts

• Reconciliation of debtor’s accounts and resolving queries on debtor’s accounts.

• Receiving and checking new credit application for accuracy and completeness and sending complete credit applications for vetting

• Following up and communicating with relevant parties with regards to new credit applications

• Checking existing customers credit limit status and credit vetting of existing customers in line with business needs

• Customer outbound calls Retention

• Negotiate payment plans with customers and set up loan teams and conditions based on the credit approval granted to the new representative.

• Secures information by completing data base backups.

• Gather key information by calling customers (or emails) to update the CRM/RRM system

• Maintenance of accurate records of loans provided and to analyse the effectiveness of the Company’s credit control system.

• Manage the timely and effective collection of all debts and payments.

• Post and allocate daily receipts to accounting systems and to run reports for senior staff.

• Responding to relevant client inquiries via email and inbound calls

• Improve and implement debt collection processes when there is overdue invoices or payments and to initiate legal procedures if necessary.

• To manage the personal client information in the strictest confidentiality as per POPI act and company policy

• Maintain a positive attitude while answering all inbound calls(outbound) and addressing customers and the sales team’s needs.

• Providing daily comprehensive support for sales staff, including with the assistance of travel arrangement, compiling the necessary paperwork, the printing of award certificates, and managing seating and calendar appointments; inclusive of dietary requirements

• Engaging with customers daily to answer questions and to resolve complaints, handling sales escalations, initiate follow-ups of clients, and to set up new accounts.

• Increasing sales by brand promotions, conferences for sales leaders encouraging loyalty and to establish active communication and engagement.

• Participation in the pre-selling and sales drive events

• Standing in Team Leader/Supervisor when said seniors are not available.

• The coaching staff and taking supervisor calls to assist agents with difficult call.

• Handling objections and irate clients to ensure timeous delivery of orders.

• Supporting the business strategy by effectively managing the team and ensuring that KPI’s and targets are met.

• Reviews work output and monitor phone calls of the team members to verify adherence to Contact Centre Policies and Procedures

• Perform other duties as and when required and manage SMS administration within a campaign and to ensure that Contact Centre stats are drawn analysed and reported daily.

• Ensure that the standard of quality is adhered to and aligned to the Contact Centre strategy and KPI’s.

• Process Modelling for Customer Service, I was deployed to provide my expertise in various projects on an ad hoc basis.

• Mapping out of “As-Is” and "To-Be" view of agreed business processes utilizing BPMN (Visio) and providing recommendations for improvement within different areas of the business to align our business processes to the overall corporate strategy

• Assisting with functional testing of new digital tools launched for utilization by the field within the Digital department.

• Assisting with functional testing of both the AVON and Justine websites post-implementation of change requests from locally and regionally

• Compiling test cases for projects within the Project Management Office

• Business Related BPR/Visio/Sketches

• Developing and maintaining company presence in the marketplace through cold calling, emailing, and phoning

• Performing customer care calls to ensure customer satisfaction and retention.

• Supervise and liaise with the Distribution Centre on the efficient dispatching of goods relating to complaints and returns.

INBOUND & OUTBOUND SALES/TELESALES CONSULTANT

International SOS - May 2006 to Jan 2010

PRODUCTION CO-ORDINATOR/MACHINE OPERATOR

Mailtronic Marketing Direct - Jun 2004 - Feb 2006

• I was employed as an Emergency service agent heading up the inbound call for Vodacom 112 and 114.

• This service was to dispatch emergency calls from the public to the relevant service like police, fire, and ambulance.

• CDA agent- call distribution agent, MA Case management agent

• Persuading, explaining, and closing thus converting leads to sales.

• Checking paperwork and ensuring accuracy and completeness and meeting activity targets and deadlines.

• Upselling and cross selling of products via outbound sales and successfully deliver on the business minimum requirements within agreed timeframes.

• Adherence to QA and Compliance criteria as per FAIS requirements

• Ability to accurately assess customer needs and potential, identify and deal with objections that may arise.

• Accurate daily recording of all call details on the LMS and maintain and develop professional selling skills.

• Preparing quotations, policies, and sales administration

• Promoted to Sales Department to sell Top Up Travel Insurance for bank cards namely, American Express Business Gold Card; American Express Personal and Charge Cards; Nedbank Master and Corporate cards Nedcheque cards; Upgrades cards from gold to platinum, AIG, Nedbank, Diners and ABSA.

• Product endorsements and to maintain follow up calls with clients ensuring all required documentation was received correctly for the trip’s departure.

• Selling and upgrading travel insurance policies for private bank clients including the assistance with concierge

• Liaising with claims department for claims payout for clients to ensure queries are completed and cases are closed.

• Professionally demonstrating service offered and resolving customer enquiries quickly and effectively.

• Do follow up calls to develop long term sustainable relationships with clients and to look after and maintain your existing customer base that you will build.

• Follow up all sales leads in a timely and effective manner.

• I was employed for the administration of computerized management system used to generate specifications for the product order.

• liaising with clients ensuring customer satisfaction on all products manufactured by our company.

• Operating Envelope and Printing machinery such as docu-techs, laser printers, guillotines and glue holding presses- Labels, etc.

• Bindery where products are bound and finished.

• Checking the accuracy and viability of the product specification and adapting computer systems to meet the requirements of the work.

• Allocating, distributing, and checking work with available staff and monitoring and maintaining the quality of the order

• Keeping contact with customers to ensure specifications are carried out.

• complying with health and safety standards and workplace legislation and recommending changes and improvements

• Assist the real estate administrator and handling and screening incoming calls relating to real estate deals.

• Manage and monitor lease administration from both the sides of landlord/tenant and to track and monitor payments and obligations.

• Maintain and manage client database with details of deals, contracts, and payments with the assistance and support of a team of real estate agents in capturing new business.

• Support real estate administrator in handling sales, leasing, and rental activities.

• Performed typing and data entry based on transactions executed.

• Established positive client relationships by fielding initial calls from prospective clients with data entry and listing of activity logs.

• Assisted with all administrative work including data entry, receptionist duties, file organization research and development.

• Coordinated ordering of office supplies, making copies, completing meeting setup, greeting customers, and other clerical duties.

ADMINISTRATIVE ASSISTANT

Transvaal Estate Agency - Oct 2001 - Apr 2004

Clear Communication

• Verbal Communication

• Written Communication

• Positivity

• Emotional Intelligence

Listening Skills

• Nonverbal Communication

• Open-mindedness

• Courtesy

• Insightful Questions

Self-Control

• Problem Sensitivity

• Bearing

• Patience

• Stress Tolerance

• Focus

Positive Attitude

• Bearing

• Emotional Intelligence

• Vocal Tone

• Encouragement

BARMEN

Keg & Bear - Apr 2001 - Sept 2001

• Opened and closed the bar in a timely and responsible manner.

• Gained regular customers by serving beer, wine, and other beverages in a prompt and friendly way.

• Maximized daily and weekly sales by ordering bar products and keeping a well-stocked inventory.

• Kept the establishment compliant by arranging for experienced and responsible bouncers on the busiest nights.

• Mix drinks using an extensive range of ingredients including liquor, bitters, soda, water, sugar, and fruits.

• Taking payments, settling tabs, and balancing tills at the end of the night

• Running the bar as well as the customer-focused side, from scheduling shifts and training staff to managing the budget and payroll, which involves some office-based work.

• Dealing with complaints and queries professionally and to ensure there are no disturbances within the bar for all customers to enjoy a peaceful environment, as well as resolving issues among staff. PRODUCT DEVELOPMENT ASSISTANT/PRODUCTION LINE

Pro Walker & Tokheim SA - Feb 1996 - Mar 2001

• Assists in the planning, design, and development of test requirements and any special testing of fuel dispensers to establish the production to customer specifications and directs and performs testing of prototypes accordingly to verify product reliability and performance requirements.

• Designs and develops new products, including possible proprietary items, according to the organization’s Product Development plan and to do research, create and builds prototypes to satisfy product design specification.

• Creates and assists in the development of engineering documentation for new products or product changes.

• Re-wiring and conversion of fuel dispensers to suit the South African Bureau of Standards and developing fuel dispensers-with product development manager.

• Working of the production line ensures all fuel dispensers are built accordingly. Dimension Data Merchants HR-Riyaad -Sithembile 011-***-**** or 3993 Enbaya Pre-Paid Meters Manager-Mathew Sannasi 087-***-**** Avon Justine Manager-Yassine Keiller 010-***-**** or 5000 Internationalsos SA Manager-Deon Van Eeden 011-***-**** or 1192 Mailtronic Marketing &

Direct

Manager-Douglas Peterson 011-***-**** or 9009

Transvaal Estate Agency Manager-Nick Lotter 082******* Keg & Bear or Keg & Vine Manager-Marco Folli 011-***-**** Tokheim SA Manager- Chris Venter 011******* or 011-***-**** List of References

Thank you for taking the time to peruse my cv, humbly appreciated. Sincerely,

Cidat Miller

Conclusion

Customer services is not just a

support operation for modern

businesses. It is a key business

department that can shape your

brand image and help you increase

customer loyalty.

Every interaction with your

customers is a chance for you to

“WOW” them and have them not

only stick around as long-term

clients, but also recommend more

people to your business.

Developing these customer service

skills can help take you from being

a good customer

service professional to a great one,

and will go a long way in helping you

deliver unforgettable customer

experiences.

Contact this candidate