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
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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
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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.
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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
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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
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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)
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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
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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)
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