Nerissa Ncube

NERISSA NCUBE 28 DE VILLIERS STREET, TURFFONTEIN, JOHANNESBURG, SOUTH AFRICA · -- I am a service-oriented customer support personnel with 1 year of experience in hands-on customer support and 5 years’ of experience in project management and administration. I have exceptional communication skills coupled with an impeccable record of issue resolution and customer satisfaction. I am a dependable and focused service leader with a personable approach and commitment to excellence EXPERIENCE JULY 2022 – TO DATE CUSTOMER SERVICE ASSOCIATE, CHENGETA DIASPORA FINANCIAL SERVICES • • • • • • • • • • • • • • • Investigated and resolved customer concerns related to order inquiries and delivery tracking. Maximized satisfaction by anticipating needs and consistently offering expert support. Served as the primary point of contact for customer inquiries and questions. Processed customer transactions according to established policies and procedures. Maintained knowledge of products and services to promote, upsell and cross-sell. Addressed live chat and email inquiries and responded promptly. Enhanced customer satisfaction with fast, knowledgeable service. Conferred with customers by telephone or chat services to address concerns. Referred unresolved customer grievances to designated departments for further investigation. Helped improve processes and products by relaying customer feedback. Documented information from customers to help determine the causes of product or service problems. Updated records with details of customer interactions and transactions. Set up, updated and canceled customer accounts in the system. Followed up with customers to share findings and offer solutions for ongoing inquiries. Wrote weekly and monthly reports on customer interactions MARCH 2022 -PRESENT CUSTOMER SUPPORT AGENT, SHOPRITE SUPERSWIFT • • • • • • • • Handled customer inquiries, payments, and service requests. Documented, researched, and resolved customer service issues. Followed up with customers to offer additional support and check resolution satisfaction. Enhanced customer satisfaction with fast, knowledgeable service. Organized documentation for new sales, warranties, and service program sign-ups. Informed customers of promotions and special offers to increase sales. Handled stressful situations professionally and multitasked with ease. Sustained revenue by bringing in new customers and continuously connecting with established accounts. • • • Satisfied customers with speedy deliveries and accurate orders, working with the team members to quickly handle problems. Handled administrative tasks promptly, including setting up new accounts and processing orders Provided troubleshooting and guidance for basic service issues JUNE 2021 – JANUARY 2022 PROJECT MANAGER, NATWECRAFT INVESTMENTS • • • • • • • • • • • • • Kept team members on track with regular in-person or remote meetings. Managed project documentation and deliverables by version. Outlined human and material resources required to successfully complete projects. Presented project status updates to customers and collected feedback for review. Developed methods to analyze project management and project delivery risks. Assisted in the planning and implementation of projects. Liaised with project stakeholders concerning project details and deliverables. Located, evaluated, and contracted vendors to meet supply needs. Approached and solved problems with initiative and sound judgment. Collaborated positively with peers and other staff members to maintain a friendly, supportive and cooperative work atmosphere. Complied with corporate regulations, policies, and procedures to maximize safety, security, and overall trust in the organization and employees. Established project roadmaps covering objectives, schedules, and budgets. Obtained and analyzed reporting metrics. DECEMBER 2016– MAY 2021 ADMINISTRATOR, NATWECRAFT INVESTMENTS • • • • • • • • • • • Facilitated communication between office and field teams for construction project work. Reviewed subcontractor scopes and schedules and worked against project blueprints. Planned and accomplished project goals with a complete understanding of procedures, policies, and business practices related to construction. Kept project work on schedule and on budget with direct management and delegation to subordinates. Assisted project manager with the successful running and completion of projects. Generated reports from gathered information, worker feedback, and surveys. Determined solutions to problems after evaluating client requirements. Minimized downtime impact, scheduling equipment service, and repair during off-peak hours. Mitigated project delays with requisite resource budgeting and alignment. Monitored resource utilization and sourced supplies for low quantities. Analyzed problems and recommended solutions, boosting productivity and output. EDUCATION Bachelor of Business Administration in Marketing Management IMM Graduate School- (present) 2 Digital Marketing Certificate Google Skills for Africa May 2020-May 2020 Diploma in Accounting and Business Administration Association of Certified Chartered Accountants (ACCA) May 2015-January 2016 SKILLS • • • • • • • • • • Project Management Customer Relations Management Social Media Management Microsoft Office and Google Docs Team management Leadership Strong work ethic Strong verbal and written communication Detail oriented Collaborating with team members WORK REFERENCES ▪Piwai Midzi-Operations Manager : -,-(Chengeta Diaspora) ▪Jestina Nyaira-Supervisor : - (Shoprite Superswift) ▪Nkululeko Moyo : -,-(Natwecraft Investments) 3