Maud Nxumalo

Currently, at Woolworths Finance, I manage high-volume customer interactions while maintaining strict service-level metrics and CSAT scores. I am adept at utilizing customer service systems to record and categorize data for future analysis and improved user experiences.

My background includes

• Versatile Support: Managing queries via phone, email, and social media at Homechoice and iiNet.
• Leadership: Overseeing project budgets and quality delivery as a Team Leader.
• Problem Solving: Handling account queries, technical troubleshooting, and professional complaint resolution.

With a certificate in Event Exhibition and Conference and a strong focus on coaching and adaptability, I am ready to contribute to your team’s success.

Finance Customer Care Consultant at Woolworths - Finance (2019-10 – Present)

Contributes to the achievement of defined service-level metrics and ensures all customer interactions are recorded appropriately in the customer service system.

• Contributes to the achievement of defined service-level metrics (for example: call abandoned rate, CSAT measures and response times) are met though effective management of tasks and workload.
• Ensures all interactions with customers are recorded in the customer service system with appropriate notes and categorisations, enabling appropriate analysis and a seamless future customer experience.

Customer Care Agent at Homechoice (2015-09 – 2018-11)

Solving customer queries, assisting with refunds, sales, account queries, and managing complaints across multiple channels.

• Solving customer queries, assist customer with refunds, sales (upselling), account queries e.g arranging debit order resubmission, emailing statement, customer follow ups, taking calls, assisting walking customers.
• Assist with email chats and social media queries.
• Deal with all company related complaints in a professional manner.
• Minimise risk by attending social media queries and responding or redirecting to other dept

Customer Service at IINET (2014-08 – 2014-11)

Assisting customers with data connection troubleshooting and contract upgrades.

• Assisting customers with data connection / trouble shoot, upgrading contracts, responding to emails / outlook skills, call back response

Team Leader and Brand Ambassador at Brand Mechanix (2007-12 – 2013-01)

Responsible for all projects budget management from start to finish, ensuring excellent customer service and quality delivery.

• Being responsible for all projects budget from start to finish, ensuring excellent customer service and quality delivery.
• Agreeing, budget, and timescale with the client.

Matric – Phoneix High School (2006-12)

Certificate in Event exhibition and conference – Damelin Westridge Campus (2013-03)