Liyema Mabusela

I am an organised and proactive Events Management graduate with over 5 years of experience in customer service, operations, team support, process coordination and business operations. Experienced in working in fast-paced, deadline-driven environments, resolving complex queries, supporting team members and coordinating activities from planning through to execution. I'm a strong communicator with excellent organisational, problem-solving and relationship-management skills, with additional experience managing an independent business across suppliers, customers, marketing and financial administration.

I'm very eager to transition into project management and contribute to structured change, process improvement and technology-enabled business transformation.

Customer Service Agent – Travel Experience at Collinson Group (2021-07 – Present)

• Manage high volumes of customer queries while ensuring accurate and timely resolution.
• Coordinate and follow up on customer requests, escalations and outstanding actions.
• Communicate professionally with customers and internal teams to resolve issues and keep matters progressing.
• Provide floor support to colleagues by assisting with system navigation, processes and customer queries.
• Support and guide new employees with Salesforce, Back Office, product knowledge and professional email communication.
• Handle escalated queries and assist with resolving complex customer issues.
• Maintain accurate records and ensure customer information and actions are captured correctly.
• Work effectively in a fast-paced environment while managing multiple priorities and deadlines.
• Identify recurring issues and provide guidance to improve processes and the customer experience.

Founder & Business Owner at LM Creations (2023-01 – 2024-12)

• Planned and coordinated special occasions, birthday celebrations and private events from concept through to execution.
• Consulted with clients to understand their event vision, requirements and budgets, creating personalised décor and event setups.

Founder & Business Owner at Saanu Hair (Present)

• Managing customer orders and enquiries
• Preparing quotations/pricing
• Communicate with customers regarding products, pricing, payments and order arrangements.
• Track inventory, stock costs, selling prices and profit margins.
• Maintaining sales and payment records
• Manage multiple customer orders and business priorities independently while meeting deadlines.
• Plan and execute social media promotions and marketing activities to support sales and brand awareness.
• Resolve customer queries professionally and maintain positive customer relationships.
• Maintain accurate business and customer records using digital tools.
• Apply strong attention to detail when managing orders, pricing, stock and customer information.

Customer Service Agent – Airport Testing at Collinson Group (2021-07 – 2022-03)

• Delivered customer support via phone, email and chats
• Assisted with new team members and improving team efficiency.
• Troubleshooting customer issues in a fast-paced environment.
• Maintained accuracy when handling sensitive customer information.

Claims Handler (Short-Term assessment) at Collinson Group

• Processed and managed claims from initiation to completion.
• Maintained high levels of accuracy and organisation in documentation.
• Collaborated with internal teams to resolve queries efficiently.

Diploma in Events Management – Cape Peninsula University of Technology (2021 – 2023)

National Senior Certificate – Sandisiwe Senior Secondary School (2018 – 2020)