Norme-Dean Mzwakali
@norme-deanmzwakali
I resolve complex member cases, improve CRM workflows, and train remote customer service teams.
South AfricaWhat I'm looking for
At SAMRO, I independently manage member cases across six operational units, resolving around 40 queries daily and exceeding productivity targets by 14%. I use CRM data to investigate complex issues, identify trends, improve processes, and strengthen member experience.
Over 14+ years in customer service, agreements administration, and case management, I've maintained copyright and publishing records, guided members on copyright administration, and delivered virtual onboarding, coaching, and CRM training. I'm ready to bring disciplined remote collaboration, digital communication, and independent problem-solving to a global team.
Experience
Work history, roles, and key accomplishments
Case Management Administrator
SAMRO
Jan 2023 - Present (3 years 7 months)
I'm a Case Management Administrator at SAMRO
Case Management Research Consultant
SAMRO
Jan 2023 - Present (3 years 7 months)
Independently manage customer cases across six operational units using advanced CRM systems and digital collaboration tools. Achieve 14% above productivity targets, resolving approximately 40 member queries daily through efficient CRM data management and self-directed problem-solving.
Education
Degrees, certifications, and relevant coursework
Quarphix / WSDP
Certificate, Work Readiness
Completed a Work Readiness Programme certificate, focusing on professional skills for the workplace.
Face to Face Beauty and Make-Up Design School
Diploma, Nail Technology
Earned a Diploma in Nail Technology, gaining specialized skills in beauty and nail care.
Hoƫrskool Die Anker
National Senior Certificate, Computer Studies, Home Economics, Business Economics, Travel and Tourism, English, Afrikaans
2002 - 2006
Grade: 12
Die Anker High School
National Senior Certificate, General Education
Completed the National Senior Certificate, providing a strong foundation for further education and career development.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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