Customer Service Front Desk
Resume:
ads9gc@r.postjobfree.com 072-***-****
SUMMARY
I am a dedicated, organized
and enthusiastic individual. My
work is conducted with
excellence and I have a clear,
logical mind with a practical
approach to problem solving .
AMINA MAHOMED
PERSONAL DETAILS
Address 56 Midrand Gardens Kauffman Street
Midrand, 1685
Mobile 072-***-****
Email ads9gc@r.postjobfree.com
Gender Female
Nationality South African
Date Of Birth 21 March 1982
Marital Status Married
Health Excellent
Languages English and Afrikaans
Availability Immediate
EDUCATION
CUSTOMER RELATIONSHIP MANAGEMENT •IN PROGRESS • IQ ACADEMY MATRIC • SOUTHVIEW HIGH SCHOOL
English
Afrikaans
Mathematics
Accounting
Economics
Life Science
CV AMINA MAHOMED
ads9gc@r.postjobfree.com 072-***-****
2
SKILLS
MS Office 2000 – 2016
Windows
Customer Service
Communication
Report Writing
Problem/Complaint resolution
Typing Skills
Business correspondence
formatting
HUNTER DOUGLAS/FAÇADE ARCHITECTURAL SYSTEMS –
RECEPTIONIST/ADMIN • JAN 2021 TO MAY 2021 (TEMP POSITION)
Welcoming and greeting guests/clients at the front desk, directing to correct department
Answering of all calls, taking messages
Fowarding of emails, general admin, filing and assisting with queries
Ordering of all basic stationery supplies
Keep as safe and clean reception area
Maintaining security and intercom, ensuring completion of all sign-ins are recoded
Customer service, knowledge of MS word, email, excel and data capturing
Assist team members if and when required
SERVICE RECOVERY –SNR CUSTOMER EXP OFFICER •AUTOMOBILE ASSOCIATION OF SOUTH AFRICA • JAN 2014 TO NOV 2019
Recording of all communication received from AA customers, either written or verbal on the service recovery database.
Forwarding of the logged complaints or queries to the relevant manager for resolution within specified turnaround time.
Tracking of the complaint or query to ensure that time frames are adhered to.
Ensuring constant communication is maintained with the customer to inform them of progress and the results of their complaint/query.
Applying the appropriate action to be taken to ensure customer satisfaction within Company mandated parameters.
Determine if a Customer/Member qualifies for compensation or refund.
Researching and Recommending improved policies; procedures and processes for increased operational efficiency.
Closing Customer cases and recording remedial action/s taken.
Ensuring that member correspondence is responded to timeously and that all member queries/instructions have been responded to/actioned accordingly.
CV AMINA MAHOMED
ads9gc@r.postjobfree.com 072-***-****
3
Work closely with the Manager to align initiatives, data formats and requirements with that of the overall CRM strategy.
All other duties/Responsibilities as required by Divisional Manager as and when needed.
Acknowledging complaints and compliments on
www.HelloPeter.com, and responding to all communications in accordance to company policies.
Submitting of claims and purchase orders
Sales for Membership base
EXPERIENCE
ADDITIONAL ROLES AND RESPONSIBILITIES
Report writing – weekly; monthly; quarterly
Fact checking between departments
Compiling Statistics on client satisfaction indexes
Call resolution statistics, call volumes, escalations
Compilation of multiple reports to a single monthly report for senior management to have a single report with full view of department performance.
SERVICE RECOVERY – JUNIOR CORRESPONDENCE CLERK •AUTOMOBILE ASSOCIATION OF SOUTH AFRICA • JUN 2013 TO DEC 2013
Customer/Client Correspondence (e-mail, written, telephonic, fax) regarding all complaints and enquiries from AA Members.
Manage and respond to telephonic enquiries from time to time.
The management of the correspondence includes the assessment, analyses, interpretation, decision as well
as the written reply to a Member complaint.
CV AMINA MAHOMED
ads9gc@r.postjobfree.com 072-***-****
4
Drafting of written responses and templates to Member correspondence in English.
Ensure effective follow-up and tracking processes for each enquiry and complaint.
Handling of complex customer queries through the facilitation of the solutions through all the relevant or required departments of the AA.
Coordinating and responding to multi department complaints.
Assess and analyze information regarding AA products through current CRM system.
Upgrades and adjustments to AA Member records on current CRM system.
Capturing of reminder statement payments, updating and maintaining of Client personal data on Membership records.
Designed and implemented a more effective electronic filing EXPERIENCE
process.
Design and control correspondence templates.
Do quality checks and recommendations on all outgoing written correspondence.
Dispatching of cases and tracking the resolution to opened Membership query cases and ensuring satisfactory turnaround times by back office administrative staff.
Cross selling/up selling AA products and/or services to Members.
Report on all activities in the control reports
(consequence management) and update management on areas of non-compliance to processes and business best practices and rules.
Any other duties as required by the Customer Experience Manager from time to time.
Purchase order submissions
Sales
CV AMINA MAHOMED
ads9gc@r.postjobfree.com 072-***-****
5
ADDITIONAL ROLES AND RESPONSIBILITIES
Report writing (assist CEM)
2nd in charge while supervisor not available, stand in for supervisor.
Compiling Statistics on client satisfaction indexes
Call resolution statistics, call volumes, escalations Reason for Leaving : Promoted to Service Recovery – Customer Experience Officer
EXPERIENCE
SERVICE RECOVERY ADMINISTRATION •AUTOMOBILE ASSOCIATION OF SOUTH AFRICA • MAY 2012 TO MAY 2013
Screening website and other channel generated communications to determine the upgrades or additional requirements of the customer/member.
Logging of all enquiries, requests, complaints, suggestions, compliments and other member communications.
Assess all communications and make recommendations regarding assigning responsibility for investigation and client feedback.
Follow up on progress to ensure timely response from assigned parties and follow up where lack of activity is evident.
Report on activities, processes, tasks and exceptions in order to identify key areas for improvement, through training, process improvement and other interventions as required.
Report on additional requirements as and when requested.
Identify areas of improvement and issues to be better managed CV AMINA MAHOMED
ads9gc@r.postjobfree.com 072-***-****
6
REFERENCES
Mrs. Nishanyia Labuschagne
Ms. Daphney Tsiana
Mrs. Fatima Sheik
Communicate with customers as required and provide feedback on all communications from various service departments within the company.
Activate, update and close issues on “FACTs” system to enable a complete reporting process.
ADDITIONAL ROLES AND RESPONSIBILITIES
Report writing
Data Compilation from various departments into various reports EXPERIENCE
MAINTENANCE RESEARCHER • EZEE-DEX INDUSTRIAL PROCUREMENT • JUL 2007 TO MAY 2012
General Office Admin
Calling companies and clients to update and amend contact information where necessary.
Filing
Dealing with outbound and inbound calls from clients
Data capturing
Drafting letters for managers and office staff
Reason for Leaving: Career growth opportunities limited within company
ADMIN CLERK (TEMP) • FREIGHTMORE • JAN 2006 TO MAR 2006 CV AMINA MAHOMED
ads9gc@r.postjobfree.com 072-***-****
7
RECEPTIONIST/ADMINISTRATOR • GALLERY PANEL BEATERS •FEB 2002 TO DEC 2005
ACHIEVEMENTS
Senior management acknowledged my performance and dedication to do the best possible job and promoted me to senior correspondence clerk within 6 months of joining the department.
Numerous customer/client compliments on my professionalism, work ethic and willingness to assist in all areas in problem resolution.
Contact this candidate