MSMary Joanna Schmaltz
@maryjoannaschmaltz
Customer service leader and e-commerce specialist delivering technical support and web solutions.
South AfricaWhat I'm looking for
I am a customer service specialist with over 10 years of experience across e-commerce, technical support, and team leadership. I combine frontline customer-facing work with technical troubleshooting and platform-based support to resolve issues efficiently.
As a former Team Lead at 5CA, I managed agents, set and tracked KPIs, delivered training, and improved customer satisfaction through coaching and process improvements. I also provided technical support for users, focusing on clear communication and timely resolution.
At Le Creuset South Africa I led online sales and technical support operations, managed POS-driven workflows, coordinated stock and logistics, and worked with marketing and design teams to maintain consistent product presentation and campaign updates.
Currently freelancing, I build WIX websites, manage social media (Facebook, Instagram), design bold graphics, and provide sales and customer service support—always aligning work to client goals and measurable engagement metrics.
Experience
Work history, roles, and key accomplishments
Freelance Customer Specialist
Self Employed
Provide customer service and sales support for multiple clients, design WIX websites, manage Facebook and Instagram accounts, and create branded graphics to increase engagement and conversions.
Team Lead
5CA
Oct 2020 - Sep 2023 (2 years 11 months)
Managed a customer service team, established and drove KPIs for response time and resolution rates, delivered training and coaching, and improved customer satisfaction through effective complaint resolution and technical support.
E-Commerce Manager
Le Creuset South Africa
Jul 2012 - Sep 2020 (8 years 2 months)
Led online support and sales operations, managed website content and promotions, coordinated stock and logistics, and conducted quarterly performance reviews to meet sales and customer satisfaction KPIs.
Education
Degrees, certifications, and relevant coursework
Hottentots Holland High School
Matric / Grade 12, General Education
Completed Matric (Grade 12) at Hottentots Holland High School in 2010.
TEFL Certificate (120 Hours)
TEFL Certificate, Teaching English as a Foreign Language
Completed a 120-hour TEFL certification course to prepare for teaching English as a foreign language.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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