Open to opportunities

Lesedi Sedumedi

@lesedisedumedi

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Dynamic Customer Experience Executive with 7 years of expertise.

South Africa

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What I'm looking for

I am seeking a role that values customer-centric approaches and offers opportunities for growth.

I am a dedicated Customer Experience Executive with over seven years of experience in customer service, administration, and complaint resolution. My career has been marked by a commitment to enhancing customer satisfaction and loyalty through a people-first approach. At Babble Cloud, I consistently achieved high customer satisfaction scores and reduced churn by proactively addressing customer feedback and ensuring timely resolutions.

Previously, I honed my skills at Amazon, where I resolved complex inquiries for international customers and provided technical support that significantly boosted customer satisfaction. My ability to manage high volumes of customer queries while maintaining professionalism has been a key factor in my success. I am passionate about building strong customer relationships and advocating for their needs within the organization.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Executive

Current

Babble Cloud Limited

Mar 2024 - Present (1 year 5 months)

Elevated customer satisfaction (CSAT) by consistently achieving scores above 4 and proactively addressing feedback below targets, resulting in improved customer experience. Achieved high first-touch resolution rates for all inquiries, including small orders, by ensuring accurate cost and product alignment with customer's existing estates.

Data Entry Analysis Technical Proficiency SLA Management Case Management

Customer Service Representative

Amazon

Sep 2021 - Feb 2023 (1 year 5 months)

Resolved complex international inquiries daily for US and Canadian customers, ensuring swift issue resolution and positive customer experiences. Accurately processed refunds for unauthorized transactions and guided customers through the dispute process, recovering funds and restoring account security.

CRM Software Account Management Active Listening SLA Management Case Management

Office Administrator

WapCreations CC

Jan 2019 - Nov 2019 (10 months)

Responsible for general office administration duties. Managed schedules and maintained office supplies.

Administration Data Entry Office Management Communication

Retention Consultant

Nedbank Ltd

Nov 2016 - Jun 2018 (1 year 7 months)

Focused on customer retention strategies and activities. Engaged with customers to prevent churn and build loyalty.

Customer Retention Customer Relations Management Interpersonal Skills Problem Solving Communication

Call Center Agent

Nedbank Ltd

Nov 2014 - Nov 2016 (2 years)

Handled inbound and outbound customer calls. Provided support and resolved customer inquiries efficiently.

Customer Service Data Entry

Education

Degrees, certifications, and relevant coursework

Greenville High

National Senior Certificate, General Studies

Obtained the National Senior Certificate from Greenville High, demonstrating foundational knowledge across various subjects. This qualification prepared me for further education and professional development.

Moonstone Skills

RE5 Regulatory Examination Certificate, Regulatory Compliance

Completed the RE5 Regulatory Examination Certificate through Moonstone Skills, focusing on regulatory requirements within the financial sector. This certification enhanced my understanding of compliance and ethical practices in financial services.