Agreement Mashila

Client-focused TUT graduate with National Diploma in Legal Assistance and 1.5 years of front-line stakeholder support experience in the education sector. Proven expertise in inquiry resolution, complaint handling, and service recovery with 95% positive feedback and 40% reduction in escalations. Skilled in written and verbal communication, documentation, CRM systems, and MS Office. Seeking a remote Customer Service Representative role at Link Ventures to deliver exceptional customer experiences.

Administrative Assistant - Mbatini Primary School

(2021-11 - 2023-05)

• Resolved parent complaints and concerns through patient listening, conflict de-escalation, and clear explanation of policies and procedures, achieving positive feedback in 95% of interactions
• Reduced formal escalations to management by 40% by addressing issues at first point of contact and providing effective service recovery
• Responded promptly to stakeholder inquiries via phone and email in a professional and courteous manner
• Provided accurate information regarding school policies, procedures, and documentation to parents, students, and staff
• Assisted with account management, order processing, billing inquiries, and record updates while maintaining confidentiality
• Maintained detailed and accurate records of customer interactions and transactions
• Escalated complex or unresolved issues to supervisors following company communication standards
• Collaborated with team members to improve processes and meet performance goals for response times and customer satisfaction

National Diploma - Legal Assistance - Tshwane University of Technology (2017 - 2020)