Customer Service Manager
Resume:
MONICA
DE PONTE
Personal details:
Name: Monica De Ponte
Contact Number: (071-***-****
E-Mail Address: **********@*******.***
Nationality: South African
Driver’s licence: Code 08
Criminal offence: None
Marital status: Divorced
Dependents: One
Languages: English, Afrikaans (Basic) and Portuguese Strengths:
● Good written communication skills
● Good communication and presentation skills
● Assertive, able to negotiate and persuade others
● Good networking skills and ability to interact at all levels of the organization
● Able to work independently without supervision
● Team player and able to work well within a team
● Proactive and able to use initiative
● Strong work ethic
● Ability to work in a highly pressurized environment and manage various projects/deadlines simultaneously
Educational Qualifications:
The Hill High School Standard Nine (Grade 1
Permanent Employment History:
Employer: Forbtech
Dates of Employment: 13 July 2021 - 30 March 2021
Position Held: Service Controller
Duties and Responsibilities:
Handle telephone queries
Record accurate information and determine next course of action
Coordinate issues where the relevant technical or practical experience is required to resolve service queries
Open and distribute morning post
Deal with any customer service requests
Manage and update customer account
Manage all service tickets
Provide pricing on parts and consumables
Perform customer verification
Provide feedback on the efficiency of the customer service process
Escalate any problematic service related issues to Service Manager timeously
Ensure all service calls are attended to and close within 48 Permanent Employment History:
Employer: Centro Pharmacy
Dates of Employment: 27 May 2019 –27 June 2020
Position Held: Pharmacist Front Line Assistant
Duties and Responsibilities:
Attending to customers
Controlling and ordering stock
Assisting nurse with baby immunization
Attending training on all new merchandise.
Able to medicate customers with over the counter medication. Permanent Employment History:
Employer: Document Excellence Xerox
Date of Employment: 15 November 2016 – 24 May 2019 Position Held: Service Controller
Duties and Responsibilities:
● Deal directly with customers either by telephone, electronically
● Respond promptly to customer inquiries
● Handle and resolve customer complaints
● Obtain and evaluate all relevant information to handle product and service inquiries
● Provide pricing and deliver information
● Perform customer verifications
● Insert meter readings from customers when call gets logged.
● Set up new customer accounts & update details on a monthly basis
● Process orders, forms, applications and requests
● Organize workflow to meet customer timeframes
● Direct requests and un resolved issues to the designated resource
● Manage customers’ accounts
● Keep records of customer interactions and transactions
● Record details of inquiries, comments and complaints
● Record details of actions taken and inform service manager of such
● Prepare and distribute customer activity reports
● Maintain customer databases
● Manage administration
● Communicate and coordinate with internal departments
● Follow up on customer interactions
● Provide feedback on the efficiency of the customer service process
● Escalate any problematic service related issues to Service Manager timeously
● Ensure all service calls are attended to and close within 48 working hours, pending escalation to service manager
.
Permanent Employment History:
Employer: Document Excellence
Xerox
Date of Employment: 01 September 2016 – 11 November 2016 Position Held: Personal Assistant
Lead Generator
Meeting coordinator
Duties and Responsibilities:
● Liaising with customers at all levels
● Manage Executive Diary
● Make telephone calls and in-person visits and presentations to existing and prospective customers.
● Cold call for buyers
● Attend corporate functions or events.
● Meeting daily and monthly sales targets
● Capturing of data for stats for weekly meetings
● Weekly filing
Permanent Employment History:
Employer: Century21
Real Estate
Dates of Employment: June 2015 – 01 November 2016
Position Held: Real Estate Agent – Property Professional Oaklands and Orchards Area
Duties and Responsibilities
● Liaising with customers at all levels
● Creating of all database of buyers and sellers
● Cold call for buyers and Sellers
● Cold call for buyers and Sellers
● Liaising with customers on daily bases
. Managing of all property listing for the area
● Identifying properties for sale
● Identifying properties for sale
● Sourcing properties for sale
● Marketing property for sale
● Hosting of show house for my properties for sale
● Facilitating viewing for buyers
Permanent Employment History:
Employer: M.A.M.I
(Manufacturing and Minor Inventions)
Dates of Employment: March 2013 – May 2015
Position Held: Sales Office Administrator
Duties and Responsibilities:
● Full sales administration support to all relevant assigned line managers and sales team.
● Responsible for managing cash and all invoice payments.
● Liaising with customers at all levels.
● Responsible for all sales invoices and collecting payment.
● Helping stores with picking the stock for orders.
● Responsible for the logistics in and out of company
● Organize daily deliveries and manage driver
● Answering of phone and transferring calls.
● Capturing of data for stats for weekly meetings
● Weekly filing
Permanent Employment History:
Employer: AutoNavigator
(Mobile GPS Rentals)
Dates of Employment: September 2008 – January 2013 Current Position: Branch Manager
Duties and Responsibilities:
● Full sales administration support to all relevant assigned line managers and sales team.
● Responsible for petty cash payments and controlling of monies.
● Respond to and resolve all customer queries.
● Administering and marking of assessments
● Liaising with customers at all levels.
● Attend corporate functions or events.
● Meeting daily and monthly sales targets
● Manage all sales staff
Permanent Employment History:
Employer: NeverLost
(Mobile GPS Rentals)
Dates of Employment: March 2007 – August 2008
Position: Held: Rental Sales Agent
Duties and Responsibilities:
● Liaising with customers
● Capturing data and sending via email
● Daily stock take
● Meeting sales targets
● Daily overdue reports
Permanent Employment History:
Employer: Entelect Solutions
(Software engineering and Solutions Company)
Dates of Employment: June 2006 – February 2007
Position Held: Receptionist / Switchboard Operator Duties and Responsibilities:
● Receptionist duties
● Responsible for petty cash payments and controlling of monies
● Running of office in absence of consultants
● Banking
● Keeping of consultants’ diaries
● Keeping stock and ordering of office stationery
● Handling of administration regarding property owned by the consultants Permanent Employment History:
Employer: Centro Pharmacy
Dates of Employment: March 2003 – April 2006
Position Held: Pharmacist Front Line Assistant
Duties and Responsibilities:
● Attending to customers
● Controlling and ordering stock
● Assisting nurse with baby immunization
● Attending training on all new merchandise.
● Able to medicate customers with over the counter medication. Permanent Employment History:
Employer: Olympic Realtors
(Real Estate Agency)
Dates of Employment: January 2000 – January 2003
Position Held: Receptionist/Switchboard Operator
Duties and Responsibilities:
● Receptionist duties
● Running of office in absence of consultants
● Keeping of consultants diaries
● Managing monthly statements for rented properties. Permanent Employment History:
Employer: Birnam Business College
Dates of Employment: January 1999 – December 1999
Position Held: Receptionist/Switchboard Operator
Duties and Responsibilities:
● Receptionist duties
References:
Damien Joynot - Service Manager (Forbtech)
Authur Tannous – Director (Centro Pharmacy)
Craig Kedian – Service Manager (Document Excellence) 011-***-****
Matthew Pereira – Executive Sales Account (Document Excellence) 072-***-****
Beverly Gaskin – HR (M.A.M.I)
Nawhaal Koopman –Sales and Operations Manager (AutoNavigator) 079-*******
Evelyn Pritchard – Financial Director (Entelect Solutions) 011-***-****
Authur Tannous – Director (Centro Pharmacy)
Carlos Moreira – Director (Olympic Realtors)
Birnam Business College
To whom it may concern
This letter is my strong recommendation for Monica Sofia De Ponte who worked as a personal assistant to me at Xerox (Document Excellence) as during 2016 during her tenure she has shown extreme diligence while performing secretarial work with a smile. In the capacity of a personal assistant Monica is nothing less than efficient. She introduced and implemented a new filing system & the organizing of my day to day calendar setting up scheduled meetings making sure that presentation documents were prepared and ready for clients scheduled for the day.
This all increasing the efficiency and productivity for the business she is punctual, organized and able to display great attention to detail. Her ability to learn quickly, and achieve any goal placed before her has added tremendous value to me personally and to the company as a whole. Monica continues to work at Xerox (document Excellence) where she has since been promoted to service controller running a team of technicians under her being able to single handedly run an entire department on her own. Monica was moved into this department as this was a new area the business moved into and it required an individual with these strong characteristics, being able to assist clients with the servicing, parts & toners for the machines. In so many ways Monica's employment at document excellence has brought profit to the company. She welcomes leadership opportunities and is completely focused on meeting deadlines offering overall customer satisfaction.
I further more wish her best wishes in her future endeavors and recommend her fully for similar position in any company she desires to work for. I am positive that she will be an asset to any organization.
If you would like any further information about Monica please feel free to contact me on the numbers below.
Yours sincerely,
Matthew Pereira
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