Open to opportunities

Gracious Tshuma

@gracioustshuma

Message

Dedicated customer service representative with strong leadership skills.

South Africa

Message

What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for professional growth.

I am a disciplined and hardworking individual with a passion for customer service. Currently, I serve as a Customer Service Representative (Team Leader) at MTJ Dalagacy Projects (Pty) Ltd, where I handle customer inquiries, manage after-sales service, and enhance customer experience. My commitment to excellence has resulted in a significant increase in customer satisfaction by over 50% through effective negotiation and problem-solving skills.

Previously, I worked as an Office Administrator at Osizweni Community Care Centre for over a decade. In this role, I was responsible for organizing information, managing queries, and maintaining office systems. My efforts led to an 80% increase in funding opportunities through successful project proposals, showcasing my ability to contribute positively to organizational goals.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative (Team Leader)

Current

SAFETY BELT DC under MTJ Dalagacy Projects (Pty) Ltd

Jan 2023 - Present (2 years 5 months)

Managed customer inquiries and complaints, ensuring timely resolution and enhanced customer satisfaction. Oversaw after-sales service, collected feedback, and updated customer accounts while processing payments.

Customer Service Problem Solving Customer Relationship Management Records Management Negotiation Communication Team Leadership

Office Administrator

Osizweni Community Care Centre

Apr 2009 - Oct 2020 (11 years 6 months)

Managed office operations, including organizing information, handling queries, and scheduling meetings. Maintained office systems, liaised with suppliers, and utilized CRM software like Salesforce.

Salesforce Records Management Communication Scheduling Supplier Management Data Entry Microsoft Office

Education

Degrees, certifications, and relevant coursework

University of Johannesburg

Diploma, Logistics Management

Completed the first year of a Diploma in Logistics Management. Gained foundational knowledge in logistics and supply chain principles.

Making a Difference Skills Development

End-User Computing Certificate, End-User Computing

Completed a comprehensive course in End-User Computing, gaining proficiency in essential Microsoft Office applications. Developed skills in Microsoft Excel, Word, PowerPoint, and email management.

IHLATHI HIGH SCHOOL

Matric, General Studies

Achieved Matriculation with strong grades in various subjects including English, Ndebele, and Geography. Developed a solid academic foundation for further studies.

Ministry of Higher and Tertiary Education

Certificate, Bakery

Completed a course in Bakery, acquiring practical skills and knowledge in baking techniques. This program provided hands-on experience in the culinary arts.