Ann Lelimo

NTSEBO ANN LELIMO CONTACT Fredman Drive, Sandown , Sandton, South Africa 2194 - Detail-oriented professional with top skills in customer relations, problem-solving and recordkeeping. Talented in addressing different service and product problems with thorough and positive style. Ready to help with focus on finding creative solutions to conflicts and complaints. Keen to new experiences that broaden my understanding. - EXPERIENCE SKILLS • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • Emotional intelligence Interpersonal skills Soft skills People skills Bookkeeping Financial controls Project accounting Budgeting Cash flow management Cash Payments Journal & Cash Receipts Journal Petty cash Journal Bank reconciliation Financial Reporting Logistical planning Process optimisation Customer needs analysis Problem-solving Query resolution Multi-tasking Solution development Regulatory compliance Customer data management Call centre experience Public speaking Invoice processing Shipping and receiving Telephone enquiries specialist Professional telephone demeanour Remote teamwork Energetic work ethic Report generation Live chat support Active listening Quality Assurance (QA) controls Lead generation Stakeholder relationship management Remote dispatching Order fulfilment Team leadership July 2022 - March 2023 Customer Service Representative Quantanite South Africa Campaign: BSN Sports • Maintaining a positive, empathetic and professional attitude towards customer at all times. • Responding promptly to customer inquiries. • Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution. • Acknowledging and solving customer complaints. • Knowing the product inside out so that I can answer questions. • Processing orders forms, applications and requests. • Keeping records of customer interactions, transactions, comments and complaints. • Communicating and coordination with colleagues as necessary. • Providing feedback on efficiency of the customer service process. • Assisting a team of junior customer representatives. • Ensure customer satisfaction and provide professional customer support. • Assisted in fulfilment of customer orders placed in person, via email, online and by telephone. • Assisted customers with product-related questions, feedback and complaints. • Built rapport with customers through courteous and professional communications. • Maximised customer satisfaction by resolving service issues promptly. • Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements. • Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention. • Addressed customer service enquires quickly and accurately. • Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement. • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction. • Processed and issued product orders and service upgrades for customers. • Developed empathetic client relationships and earned reputation for consistently exceeding sales goals. • Monitored customer surveys and feedback to develop corrective actions for service-related issues. ACCOMPLISHMENTS • Recognised by management for • • • • efficient & effective projects delivering outstanding results. Created and developed critical policies to consistently exceed quality and production targets. Recognised by management for professional behaviours, leading to increased service delivery. Implemented new, interactive employee scheduling system to monitor, gauge and project staffing needs. Best performing associate on WCAD, HomeX (Schedule Engine) & BSN Sports. • Input customer information, call notes and personal data onto internal database. • Employed knowledge of latest company policies, escalating critical • • • • • • • • REFERENCES Name: Lyca Khumalo Position: Quality Assurance at Quantanite South Africa Contact details:- Name: Cliff Murwisi Position: Associate shadowing WFM at Quantanite South Africa Contact details:- Name: Bonolo Mokgotsi Position: Team Leader at Quantanite South Africa Contact details:- Name: Paul Poolo Position: Managing director at NOR distributor Stock Market College Contact details:-/ - LANGUAGES • English: Advanced • Sotho: Advanced • Afrikaans: Elementary • • issues and monitoring queries in line with best practices. Resolved customer queries over phone and by email. Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions. Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction. Upheld privacy and security requirements established by national legislation. Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat. Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests. Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment. Followed up on customer issues, reaching out to verify satisfaction beyond initial communication. Handled confidential and sensitive data with discretion, reducing risk of fraud and theft. Systems: Ignite, Micolab, QOE, SAP, Zendesk chat desktop, MTS & MTS Sideline Outlook, Teams & Microsoft. April 2022 - June 2022 Customer Service Representative Quantanite, Williamson Central Appraisal District, American, South Africa • Assisting Property owners file for homestead, disabled persons, disabled veterans and over age exemptions. • Assisting property owners file protests. • Assisting business owners on accessing rendition forms. • Assisting farmers with their AG exemption filing, and confirmation of receipt of the documents. • Navigating the orion system to provide further assistance to property owners. • Handled confidential and sensitive data with discretion, reducing risk of fraud and theft. • Data capturing. • All this is done in preparation for the tax season. • Systems: Mitel, Orion and WCAD platform, G-suit & Microsoft excel. July 2021 - March 2022 Customer Representative Consultant Quantanite, HomeX (Schedule Engine), South Africa • Assisting property owners with enquiries, requests and escalations. • Making sure that I provide imminent solutions to our customers for every enquiry/query. • Assisting with scheduling appointments with technicians these appointments are either in home visit appointments or remote assistance. • These services are provided over a chat platform. • Systems: Connect, G-suit & Microsoft excel. April 2021 - June 2021 Customer Service Representative Quantanite, Williamson Central Appraisal District, South Africa • Assisting property owners file for homestead, disabled persons, disabled veterans and over age exemptions. • Guiding property owners over their notice of appraisal. • Assisting property owners file protests. • Assisting business owners on accessing rendition forms. • Assisting farmers with their AG exemption filing, and confirmation of receipt of the documents. • Navigating the orion system to provide further assistance to property owners. • All this is done in preparation for the tax season. • Systems: Mitel, Orion and WCAD platform, G-suit & Microsoft excel. February 2021 - March 2021 Customer Service Representative Quantanite, South Africa • Handling customer queries on zendesk and • Admin channel • Built rapport with customers through courteous and professional • • • • • • • communications. Assisted customers with product-related questions, feedback and complaints. Maximised customer satisfaction by resolving service issues promptly. Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements. Addressed customer service enquires quickly and accurately. Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement. Developed empathetic client relationships and earned reputation for consistently exceeding sales goals. Systems: Zendesk, Slack, admin channel & G-Suit. June 2020 - December 2020 Sales Executive Stock Market College • Cold calling, appointment scheduling, direct • Sales, sales processing, deal closure • Giving professional presentations, working as • Part of a bigger sales team but also able to deliver and work • • • • • • • • • • • • • independently. Contacted current and potential clients to promote, upsell and crosssell products and services. Contacted customers to set-up appointments, monitor satisfaction levels and upsell additional offerings. Closed large sales to exceed quota and align with company targets. Customised service offerings to accommodate consumer needs. Liaised with potential customers to determine needs and provide recommendations. Participated in continuous product development training to maximise sales potential. Referenced weekly sales ad and promotional signage to verify and enforce correct pricing. Created fresh, engaging and compelling copy for marketing and promotions. Enhanced product marketability and improved profits with optimum targeting on sales and marketing strategies. Assessed market conditions for potential opportunities and risk factors impacting promotional strategies. Established pricing and delivery terms based on current market trends and costs. Managed customer relationships through consultative sales techniques to attain individual sales goals. Developed innovative marketing campaigns to drive substantial sales. Project Accountant Moolamoe (Pty) Ltd January 2019 - December 2019 • Responsibilities were mainly on monitoring and • Management of the project fund that is the budget and its performance to see that Implemented activities are in line with the agreed Schedule and the project document and the procurement of materials and procedures for logistical matters are properly followed and to producing reports on agreed time schedule to the CEO • Developed organisation systems for contracts, records and reports to increase traceability and preserve accurate records. • Visited customer locations and represented company at industry • • • • • events to demonstrate products. Accurately performed daily cash functions, including A/P and A/R tracking, budgeting, payroll transactions, expense management and various reconciliations. Posted accounts receivable payments made by cash, cheque or credit card payments. Coordinated month-end closing processes to ensure completion ahead of aggressive deadlines. Generated quarterly financial reports to detail company revenues and expenses. Reconciled bank accounts and credit card statements to address financial expenditures. July 2018 - December 2018 Project Manager Global Rural Development Agency, NPO • Project planning, research, budgeting, liaising with other stakeholders, reporting to the CEO. • Developing project plans, compiling financial statements. • Identified future capacity and capability needs for successful project planning. • Reported project status and financial updates to stakeholders and collected feedback. • Interpreted critical path and actual versus planned activities to identify adverse trends and take corrective action. • Applied successful project management techniques to enable project delivery within budgetary and time constraints. • Controlled expenditures by regulating change requests and project activities to decrease overruns and delays. June 2016 - August 2016 Bookkeeper Private lessor (Student Accommodation) • Bank Reconciliation and compiling financial statements. • Processed journal entries, online transfers and payments. • Reconciled bank and credit card accounts weekly, monthly and quarterly. • Handled cash and deposits using proper accounting procedures and documentation. • Processed transaction documents, verified entries and compared system reports to balances. • Updated confidential employee banking information with accuracy • • • • • • and speed. Maintained accounts receivable documentation electronically and on paper. Verified credit posting transactions and reconciled journal entries to balance financial accounts. Produced financial reports by compiling, assessing and summarizing transactions for presentation to management. Analysed cost control and provided timely financial information to support corporate goals. Reviewed and analysed expense receipts and credit card statements. Used microsoft excel and google sheets to track financial metrics and produce graphs. • Maintained general ledger with accurate, updated journal entries. • Managed accounts payable and receivable according to terms of agreements. December 2015 - April 2016 Admin Clerk Kholimo Enterprise (Pty) Ltd • Filing, typing letters, proposals, scheduling meetings, bookkeeping and overall administration of executive mayors social media page. • Kept office operations running smoothly and efficiently by implementing procedure and policy improvements. • Reconciled POS system reports to identify and correct cash-handling errors and reduce discrepancies. • Completed opening and closing procedures, verifying proper cashon-hand amounts and allocating resources. • Compiled financial data and drafted billing reports to identify pastdue accounts and reconcile balances. • Assessed customer needs through clear communication, anticipating and responding appropriately to queries. • Safeguarded sensitive and confidential data in compliance with security best practices. • Coordinated communications between various departments to schedule meetings and keep company informed on critical matters. EDUCATION 2016 BCom Financial Management University of the Free State, Bloemfontein , South Africa • Majored in Accounting, Business Management, Financial Planning Law & Statistics. 2010 Certificate of Higher Education Matric Brebner High School, Bloemfontein , South Africa English Language, Sesotho, Mathematical Literacy, Life Orientation, Economics, Accounting & Business Studies