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

→

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

→

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

→

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

Johannesburg, Gauteng, South Africa
→
Diploma Marketing Management

School of Achievements

Johannesburg, Gauteng, South Africa
→
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.