Summary
Overview
Work History
Education
Skills
Reading Books, Researching, Organizing
Languages
Timeline
AccountManager
Yolanda Gumede

Yolanda Gumede

Customer Care Representative/ Virtual Assistant
Lublin

Summary

Hardworking Office Automation Clerk holding 4 years of experience in providing efficient office and virtual operations. Adept at gathering and organizing specifically requested data and converting documents into desired formats. In-depth knowledge of office automation procedures with solid external and internal communication skills.


Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through 7 years of performance. Skilled at drafting reports and business correspondence, managing mail and updating tracking spreadsheets. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths.

Overview

13
13
years of professional experience

Work History

Virtual Assistant

Love Your Stays
01.2019 - Current
  • Love your stays, Afrokini
  • Personal Assistant to Thabo the Investor
  • Completed administrative tasks by performing business correspondence, transcription and data entry.
  • Managed electronic and paper filing systems by updating paperwork, maintaining documents and accurately recording information.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Managed calendars to strategically coordinate meetings, appointments and events.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed filing system, entered data and completed other clerical tasks.
  • marketing, carrying out performance summaries, research, account promotion, social media accounts promotions.
  • Analyzed and compiled data to prepare comprehensive reports for management.
  • Executed travel arrangements by researching and booking flights and accommodations.
  • Conferred with customers by telephone, chat or email to provide information about Serviced Accomodations and Online Shopping.
  • Answered and screened 29 calls per day to provide information, schedule appointments and take detailed messages.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Conducted invoicing and investigated accounts receivables discrepancies.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Composed and proofread memos, letters and reports to verify error-free communication.
  • Volunteered to help with special projects of varying degrees of complexity.

Customer Service Representative

Fx Boss Ladies
01.2019 - 04.2022
  • customer care services, advertising, stock control.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Records Assistant

Gweru City Council
01.2018 - 12.2018
  • Followed confidentially regulations to maintain privacy.
  • Cleaned up files regularly by removing outdated information for archival or disposal.
  • Classified files based on source, type or other details.
  • Inputted data such as file numbers, new or updated information or document information codes into computer systems to support document and information retrieval.
  • Created reports, correspondence and spreadsheets with Microsoft Office programs.
  • Followed up with staff and customers by phone and email regarding missing or needed information and compiled retrieved information into files.
  • Processed correspondence, conducted post office pick-ups, and distributed mail to appropriate parties.
  • Improved physical and digital filing systems with enhancements to organizational strategies.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Sorted all paperwork and documents alphabetically and according to dates and significance.
  • Prepared files for transfer to other units or for retirement by labeling, listing, boxing and processing files.
  • Checked daily incoming paperwork and documents and made copies before filing.
  • Participated in training and other learning opportunities to expand knowledge of company and position.
  • Distributed mail, interoffice correspondence and faxes to correct personnel within facility.
  • Engaged in active listening with callers to confirm or clarify information and diffuse upset callers.
  • Maintained 100% efficiency for large record volume organization.

English Language Tutor

Individual
01.2015 - 04.2019
  • Zimbabwe
  • Krótki opis stanowiska:
  • Tutoring students writing their O´level and A´level English literature examinations
  • Developed teaching materials to supplement standard curriculum, enhancing learning concepts and promoting student engagement.
  • Delivered instruction in language arts encompassing reading, grammar, composition and literature, working with teachers in other subjects to integrate skills across curriculum.
  • Communicated with parents in person, by email and phone to apprise of student progress, challenges and behavior issues.
  • Authored tests and quizzes to evaluate student learning and comprehension.
  • Developed age-appropriate lesson content for literature pieces to meet diverse learning styles.
  • Identified students struggling with material and made arrangements to meet one-on-one during study hall or other time periods to provide additional instruction in one-on-one environment.
  • Implemented innovative teaching approaches for special needs students to meet requirements of individualized education plans.

Pre-School Teacher

Precious Angels of Love
02.2014 - 02.2015


  • Developed communicative relationships with students and parents to support learning.
  • Reinforced positive behavior by encouraging efforts through affirmation statements and praising accomplishments.
  • Created and presented clever lessons to engage students and focus on core subjects necessary for personal and academic growth.
  • Maintained positive and professional classroom environment throughout school year.
  • Worked one-on-one with students to determine strengths, weaknesses and learning patterns.
  • Fostered student curiosity and interest in learning through hands-on activities and field trips.
  • Developed positive rapport with students of various and diverse backgrounds.
  • Prepared and administered grade-specific tests and examinations regulated by school district to monitor students' growth and to report progress to parents.
  • Fostered positive and pleasant classroom culture while maintaining learning development goals.
  • Maintained student portfolios to monitor learning progress and completion of work required for promotion to next grade level.

Education

Bachelor of Science - Nursing

Vincent Pol University

Bachelor of Arts - Archaeology, Cultural Heritage And Museum Studies

Midlands State University
11.2019

Diploma Certificate - Customer Services And Business Management

Honours Business School
Zimbabwe
07.2014

Skills

  • PowerPoint Presentations
  • Postage Meter
  • Office Supplies and Inventory
  • Meeting Leadership
  • Social Media Digital Marketing
  • Microsoft Office
  • Email Management
  • Customer Inquiries
  • Office Organization
  • Administrative Duties
  • Meeting Documentation
  • Greeting Visitors
  • Customer Support Needs Assessment
  • Marketing Initiatives
  • Social Media Updating
  • Travel Planning
  • Multi-Line Telephone Systems
  • Set Appointments
  • Issue Response and Resolution
  • Multitasking and Time Management
  • Organizing and Categorizing Data
  • Administrative Procedures
  • Customer Relations and Communications
  • Confidentiality and Data Protection
  • Document and File Management
  • Research and Analytical Skills
  • Clerical Staff Oversight
  • Order Placement

Reading Books, Researching, Organizing

i love reading books and listening to audiobooks that focus mainly on self development, understanding the human mind to improve my skills on a daily basis, and personality improvement. I love to organize not only my surroundings but also my personal files, in an attempt to keep a clean environment.

I am currently working on a Research Paper that i would like to publish in future regarding the Repatriation of Ukrainian heritage, and Documentation of the effects that the war has had to the Ukrainian Cultural Heritage 

Languages

English, Ndebele
Native language
German
Beginner
A1

Timeline

Virtual Assistant

Love Your Stays
01.2019 - Current

Customer Service Representative

Fx Boss Ladies
01.2019 - 04.2022

Records Assistant

Gweru City Council
01.2018 - 12.2018

English Language Tutor

Individual
01.2015 - 04.2019

Pre-School Teacher

Precious Angels of Love
02.2014 - 02.2015

Bachelor of Science - Nursing

Vincent Pol University

Bachelor of Arts - Archaeology, Cultural Heritage And Museum Studies

Midlands State University

Diploma Certificate - Customer Services And Business Management

Honours Business School

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Yolanda GumedeCustomer Care Representative/ Virtual Assistant