Open to opportunities

Candy Masilela

@candymasilela

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Experienced customer service professional specializing in international logistics and client relations.

South Africa

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What I'm looking for

I seek a customer-focused logistics role where I can leverage international tracing, escalation management and cross-team coordination to improve service and customer outcomes.

I am an experienced customer service professional with a long track record in international logistics, having worked at major couriers handling customer enquiries, tracing and VIP shipments.

At FedEx I managed inbound calls, international tracing, VIP shipment coordination and provided monthly management reports while maintaining high levels of personalized service and accurate database updates.

At Aramex I served PostNet stores and partners, resolved escalations, managed global cases, conducted investigations into service failures and coordinated special shipments and remedial actions to improve service delivery.

I bring strong communication, empathy, problem-solving, attention to detail and a results-driven ethos to roles that require customer advocacy, cross-team collaboration and efficient resolution of international logistics issues.

Experience

Work history, roles, and key accomplishments

Customer Executive Agent

Aramex

Aug 2017 - Jun 2022 (4 years 10 months)

Served PostNet stores by resolving escalated enquiries, managing tracking/tracing and loss/damage cases, and coordinating cross-functional teams to maintain service levels and improve store satisfaction.

Customer Service CRM Escalation Management Process Improvement

Customer Service Agent

FedEx Express

Sep 2006 - Jan 2015 (8 years 4 months)

Handled inbound customer inquiries and international tracing, coordinated VIP and international shipments, and produced monthly reports while resolving queries to improve response times and accuracy.

Customer Service Email Communication Data Entry Reporting