Dedicated customer service professional with a proven track record in complaint handling, call management, and process improvement. Focused on enhancing client satisfaction and mentoring team members.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sage50 Canada
Cape Town South Africa
01.2020 - 05.2025
Resolved customer inquiries through multiple channels, enhancing client satisfaction.
Implemented process improvements to streamline ticket resolution workflows.
Trained new staff on company policies and customer service best practices.
Analyzed feedback data to identify trends and recommend service enhancements.
Mentored junior representatives, fostering a culture of continuous improvement and teamwork.
Customer Service Representative
Lufthansa Airlines
Cape Town South Africa
02.2017 - 01.2020
Collaborated with cross-functional teams to address complex customer issues effectively.
Developed training materials to support ongoing staff development initiatives.
Led initiatives to improve response times, resulting in increased operational efficiency.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High Certificate - Information And Communication Technology
Cape Peninsula University of Technology
Cape Town South Africa
09.2015
High School Diploma -
La Fontain
Kinshasa DRCongo
06.2008
Skills
Customer service
Active listening
Critical thinking
Data entry
Problem resolution
Call center experience
Computer proficiency
Complaint handling
Call management
Product knowledge
Certification
Data Protection, Lufthansa- 2019-2020
Languages
English
Full Professional
French
Native or Bilingual
Timeline
Customer Service Representative
Sage50 Canada
01.2020 - 05.2025
Customer Service Representative
Lufthansa Airlines
02.2017 - 01.2020
High Certificate - Information And Communication Technology