Open to opportunities

Julita Niemand

@julitaniemand

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Result-driven customer service manager with a strong technical background.

South Africa

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What I'm looking for

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

I am a result-driven customer service manager with extensive experience in managing customer service departments, call centers, and retail stores. My strong technical background and comprehensive understanding of all aspects of the customer journey enable me to develop and implement effective solutions that drive excellent customer service.

Throughout my career, I have successfully overseen customer support and call center teams, focusing on enhancing customer satisfaction across the customer journey. My biggest achievements include streamlining multi-brand support, which led to a 40% reduction in turnaround time, and driving improvements in recruitment and training processes that significantly reduced staff turnover.

I pride myself on my creative problem-solving skills and my ability to think quickly in high-pressure situations. I am committed to fostering a positive work environment and ensuring that my teams are well-equipped to deliver exceptional service to our customers.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager

Current

Global Logistics Internet

Oct 2021 - Present (3 years 7 months)

Overseeing customer support and call center teams within a B2B2C framework. Responsible for hiring, training, and establishing KPIs while managing new CRM tools and enhancing customer satisfaction across the customer journey.

Customer Service Team Management CRM KPIs Problem Solving Analytical Skills Multitasking

Team Leader

Global Logistics Internet

Jan 2019 - Oct 2021 (2 years 9 months)

Managed day-to-day operations of the customer service team, overseeing productivity and quality. Involved in hiring and training new team members and conducting performance reviews.

Team Leadership Performance Management Training Customer Service Communication Problem Solving Multitasking Organizational Skills

Customer Service Agent

Global Logistics Internet

Jun 2015 - Jan 2019 (3 years 7 months)

Provided customer support in English and Polish, managed ticket queues, assisted with sensitive data communication, and translated web content while managing VIP accounts.

Customer Support Ticketing Data Management Problem Solving Team Collaboration Time Management

Store Manager

Fenn Wright Manson Ltd

Nov 2008 - Apr 2012 (3 years 5 months)

Managed all phases of store operations, ensuring maximum sales and profitability while building and training teams. Responsible for inventory, payroll, and risk management.