Kutlwano Selo
Customer Service & Marketing Professional
Johannesburg, ZA.About
Proactive and assertive professional with a Diploma in Marketing Management, adept at thriving under pressure and inspiring teams to exceed expectations. Leverages strong leadership and critical communication skills to deliver exceptional customer experiences, drive client satisfaction, and contribute to organizational success. Eager to apply a curious mindset and a passion for continuous learning to impactful customer relations or entry-level marketing roles.
Work
Quantanite
|Customer Service Representative
Johannesburg, Gauteng, South Africa
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Summary
Managed inbound client interactions, delivering product information and resolving service-related issues while exceeding performance targets for call quality and customer satisfaction.
Highlights
Handled a high volume of inbound client interactions, providing accurate product information and effectively resolving diverse service-related issues to maintain client satisfaction.
Maintained meticulous records of client engagement within CRM systems, ensuring timely follow-ups for unresolved queries and enhancing continuity of service.
Consistently met and exceeded key performance indicators (KPIs), including achieving top scores in call quality, reducing average resolution time, and significantly improving customer satisfaction scores.
Comcast
|Customer Service Representative
Johannesburg, Gauteng, South Africa
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Summary
Provided comprehensive client support for billing inquiries and account management, enhancing service quality through direct assistance and peer mentorship.
Highlights
Assisted a large volume of clients with complex billing inquiries, service issues, and account management through both inbound calls and online support channels.
Resolved diverse client concerns, contributing to a high rate of first-call resolution and positive customer feedback.
Supported peer learning initiatives by actively mentoring new team members and sharing best practices, enhancing overall team performance and service quality.
Nando's
|Waiter
Johannesburg, Gauteng, South Africa
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Summary
Ensured exceptional dining experiences by promptly resolving customer concerns and supporting operational efficiency across front-of-house and kitchen teams.
Highlights
Resolved customer concerns promptly and effectively, contributing to high satisfaction rates and fostering repeat business.
Supported team efficiency by actively assisting in the training of new staff on service protocols and operational procedures.
Coordinated seamlessly with kitchen and front-of-house teams to optimize service flow and ensure timely order delivery, enhancing overall customer experience.
Education
Boston City Campus
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Diploma
Marketing Management
School of Achievements
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National Senior Certificate (NCS)
Languages
English
Setswana
Skills
Customer Relationship Management
CRM, Client Engagement, Customer Retention, Service Delivery.
Adaptability
Flexibility, Change Management, Problem Solving.
Teamwork
Collaboration, Cross-functional Teams, Team Leadership.
Time Management
Prioritization, Task Management, Efficiency.
Leadership
Mentorship, Team Motivation, Guidance.
Communication
Verbal Communication, Written Communication, Active Listening, Interpersonal Skills.
Critical Thinking
Analytical Skills, Problem Analysis, Decision Making.
Digital Marketing
Marketing Strategy, Online Support, Brand Visibility.
Web Development
Digital Tools, Online Platforms, Technical Aptitude.