Nomsa Lunga
Krakow
Summary
High achieving individual with proven success reaching professional targets while delivering first-class customer service. Handles objections and complaints with skill and expertise. Motivated and personable worker fantastic at building rapport.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aon
2023.09 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Safety Department Representative
Superior Logistics
2022.09 - 2023.07
- Taking responsibility to ensure that tasks are completed effectively and ensuring that costs are saved wherever possible
- Contributing to remediation of service failure and continuous improvement of delivery
- Monitoring and reporting service performance
- Creating and maintaining process documentation.
- Developed strong international and domestic client list of customers.
- Documented orders and facilitated deliveries following special requests of customers to increase loyalty and retention.
Customer Service Representative
Teleperformance
2022.01 - 2022.07
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
Customer Service Represantative
Transcosmos
2019.10 - 2020.05
- Monitored email to promptly collect and respond to complaints.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Handled high-volume telephone calls to address and resolve customer queries.
- Kept detailed records of customer interactions for future reference.
- Kept organised calendar and set up new appointments for field personnel resolving issues.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.
Secretary and Receptionist
Safariland Pre-Primer
2019.05 - 2019.06
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
- Provided positive first impressions by maintaining immaculately reception areas and warmly greeting clients.
- Documented and shared weekly meeting minutes.
- Scheduled appointments and meetings for staff members.
- Maintained organised filing system documenting business operations.
- Coordinated reports across all departments by updating internal database daily.
Econet Agent
Econet Mobile Money Transfer Company
2017.01 - 2018.01
- Worked with different stakeholders internally, specifically account managers and operations, in solving service issues and escalations
- Contributed to the continuous problem solving sessions, identified quality or service issues impacting the clients
- Anticipating clients' needs and finding solutions within the indicated policies and procedures
- Establishingandmaintainingeffectiverelationshipswithclientsaswell as gaining their trust and respect.
Education
Bachelors - Managment
Wincentego Pola
LublinJuly 2022
Skills
- Sales Force
- Dynamics AX
- ServiceNow
- Microsoft Excel
- Google Workspace
- Highly responsible and reliable
Languages
English
Proficient
C2
Certification
Project Management Certificate from Coursera
Timeline
Customer Service Representative
Aon
2023.09 - Current
Safety Department Representative
Superior Logistics
2022.09 - 2023.07
Customer Service Representative
Teleperformance
2022.01 - 2022.07
Customer Service Represantative
Transcosmos
2019.10 - 2020.05
Secretary and Receptionist
Safariland Pre-Primer
2019.05 - 2019.06
Econet Agent
Econet Mobile Money Transfer Company
2017.01 - 2018.01
Bachelors - Managment
Wincentego Pola