Hi, I’m
ZANELE NXUMALO
Customer Service Representative
Ontario,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
years of professional experience
Work History
Air France-KLM
Airport Customer Service Agent
01.2022 - 01.2024
Job overview
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Assisted in handling complicated and difficult customer issues.
- Routinely greeted passengers and handled processing procedures.
- Made in-person and online reservations for passengers.
- Tracking flight arrivals and departures and posted related information online.
- Made regular announcements concerning flight arrivals and departures.
- Worked to address customer service issues and sought positive resolutions.
- Responded to customer inquiries in person online and on the phone.
South African Embassy
Secretary
01.2018 - 06.2021
Job overview
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Offered technical support and troubleshot issues to enhance office productivity.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Screened visitors and issued badges to maintain safety and security.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Big Smoke Burger
Cashier
04.2016 - 03.2020
Job overview
- Worked with floor team and managers to meet wide range of customer needs.
- Built relationships with customers to encourage repeat business.
- Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register to record transactions accurately and efficiently.
- Performed cash, card and transactions to complete customer purchases.
Education
University Of South AfricaSouth Africa
BBA from Financial Management
Herzing CollegeCanada
Diploma from Business Management
10.2017
Rochester Adult High SchoolOttawa, ON
High School Diploma
06.2014
Skills
- Cross-Functional Collaboration
- Conflict Resolution
- Transaction Processing
- Customer Relations
- Record preparation
- Travel Planning
- Data Entry
Timeline
Airport Customer Service Agent
Air France-KLM
01.2022 - 01.2024
Secretary
South African Embassy
01.2018 - 06.2021
Cashier
Big Smoke Burger
04.2016 - 03.2020
University Of South Africa
BBA from Financial Management
Herzing College
Diploma from Business Management
Rochester Adult High School
High School Diploma
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