Constance Mashigo
Customer Support Specialist
Emahlahleni
Summary
Committed professional provides excellent customer service and works to carry out events to highest of standards. Knowledgeable and experienced in budgeting, vendor management and event promotion and marketing. Adept at problem-solving. Detail-oriented Site Coordinator with 10 years of success in large-scale event management. Eager to apply advanced knowledge of outreach activity coordination and fundraising mastery to bring value to non-profit organization. I am an Organized and dependable candidate successful at managing multiple priorities with a positive attitude with the willingness to take on added responsibilities to meet team goals. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams, With a Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes.
Overview
11
11
years of professional experience
Work History
Site Coordinator
Kadette Projects
06.2021 - Current
- Created weekly and monthly reports and presentations for management team.
- Managed subcontractors, ensuring quality workmanship and adherence to project timelines and specifications.
- Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
- Conducted regular site meetings with team members, fostering open communication channels for efficient problem-solving and progress updates.
- Implemented cost-saving measures, identifying areas for improvement in material procurement and labor utilization.
- Improved client satisfaction with timely project completion through effective communication and coordination among team members.
- Maintained records and logs of work performed and materials and equipment used.
Operations Manager
Connew Supplies
03.2016 - 01.2021
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Customer Relations Consultant
Eskom Megawatt Park
11.2014 - 01.2016
- Customer Interaction: Engaged with customers via various channels, managing approximately 30 calls, emails, chats, and social media interactions daily to address inquiries, resolve issues, and provide assistance promptly and professionally.
- Relationship Building: Built and maintained positive relationships with customers and stakeholders, resulting in a 20% increase in customer satisfaction scores. Proactively offered solutions to enhance their experience by understanding their needs, preferences, and concerns.
- Feedback Management: Achieved a 90% feedback collection rate from customers regarding their experiences, preferences, and pain points. Communicated this feedback to relevant internal teams, contributing to a 15% increase in customer retention.
- Cross-functional Collaboration: Collaborated with internal departments such as sales, marketing, and product development to ensure alignment on customer needs. Facilitated the resolution of customer issues, resulting in a 25% reduction in unresolved cases.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Maintained detailed records of client interactions, allowing for more personalized service and tailored solutions.
- Client Relationship Management: Built client relationships by responding to inquiries, identifying and assessing clients' needs, and resolving problems. Followed up with potential and existing clients, resulting in a 10% increase in client retention.
- Complaint Handling: Handled complaints efficiently, providing appropriate solutions and alternatives within appropriate timeframes. Achieved a 95% resolution rate and maintained customer satisfaction levels above 90%.
Data Entry Coordinator
Nkangala District Municipality
05.2013 - 11.2014
- Reviewed, corrected, deleted and re-entered data to eliminate duplication of data and maintain data integrity.
- Streamlined data entry processes for improved efficiency and increased productivity.
- Compiled and sorted information to prepare source data for computer entry.
- Enhanced data accuracy by meticulously reviewing and verifying entered information.
- Assisted in the implementation of a new database system, resulting in streamlined workflows and increased accuracy.
- Liaised with clients to gather necessary information for accurate and complete record-keeping in compliance with regulatory requirements.
- Created and maintained department work schedules for adequate coverage during operating hours and overtime shifts.
Education
High School Diploma -
Norkem Park High School
Johannesburg, South Africa 04.2001 -
BBA - Contact Centre Management
TUT
Pretoria, South Africa 04.2001 -
Skills
Staff Supervision
Staff Scheduling
Safety enforcement
Workflow Planning
Operations Management
Database management expertise
CRM Software
Customer Relations
Account Management
Schedule Management
Websites
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Reduced lost workdays and recordable incidents to 10% by implementing a safety awareness program.
- Saved the company 100 000 by aggressively negotiating with suppliers.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Additional Information
References available upon request
Timeline
Site Coordinator
Kadette Projects
06.2021 - Current
Operations Manager
Connew Supplies
03.2016 - 01.2021
Customer Relations Consultant
Eskom Megawatt Park
11.2014 - 01.2016
Data Entry Coordinator
Nkangala District Municipality
05.2013 - 11.2014
High School Diploma -
Norkem Park High School
04.2001 -
BBA - Contact Centre Management
TUT
04.2001 -
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