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  "basics": {
    "name": "Zandile Millicent Ngwenya",
    "label": "Customer Service & Sales Support Specialist",
    "phone": "0812302158 / 0683694884",
    "summary": "Dedicated Customer Service and Sales Support Specialist with over 5 years of experience in administrative operations, CRM management, and customer query resolution. Proven ability to administer records, monitor team performance, and manage escalated issues to ensure satisfaction. Adept at coordinating logistics and optimising workflow processes. Eager to leverage strong communication and problem-solving skills to deliver exceptional support and contribute to CallForce's service excellence goals.",
    "location": "Braamfischerville Ext 1, 1875"
  },
  "work": [
    {
      "company": "Capri Exclusive Homeware",
      "position": "CRM Manager/ Administrator",
      "location": "Randburg, South Africa",
      "startDate": "2023-07",
      "endDate": "2026-05",
      "highlights": [
        "Oversaw daily administrative and customer service operations",
        "Administered records, reports, and customer data within CRM systems",
        "Monitored team performance and compiled comprehensive performance reports",
        "Managed escalated customer queries to ensure timely and satisfactory resolution",
        "Coordinated internal communication and optimised workflow processes",
        "Conducted initial technical assessments of customer-reported product issues, ensuring accurate fault identification and appropriate escalation"
      ]
    },
    {
      "company": "Capri Exclusive Homeware",
      "position": "Customer Relations & Logistics Administrator",
      "location": "Randburg, South Africa",
      "startDate": "2021-05",
      "endDate": "2023-07",
      "highlights": [
        "Accurately captured and processed customer orders and invoices",
        "Maintained stock records and vigilantly monitored inventory levels",
        "Coordinated dispatch and delivery schedules to ensure efficient logistics",
        "Prepared detailed reports to facilitate management decision-making",
        "Executed general administrative duties and meticulously maintained filing systems"
      ]
    },
    {
      "company": "Capri Exclusive Homeware",
      "position": "Collections Consultant",
      "location": "Randburg, South Africa",
      "startDate": "2020-11",
      "endDate": "2021-04",
      "highlights": [
        "Managed customer queries effectively via Freshworks and WhatsApp",
        "Processed debit order and DebiCheck activations",
        "Assisted with collections efforts and negotiated favourable payment arrangements",
        "Supported customer engagement campaigns to enhance client relationships",
        "Resolved customer complaints and managed escalations to satisfactory conclusions",
        "Monitored CRM cases and maintained high service standards"
      ]
    },
    {
      "company": "Merchants SA (CCBSA)",
      "position": "Customer Relations Representative",
      "location": "Bryanston, South Africa",
      "startDate": "2016-03",
      "endDate": "2020-11",
      "highlights": [
        "Responded to customer queries and adeptly resolved complaints",
        "Captured and updated customer information accurately within designated systems",
        "Maintained precise records of all customer interactions",
        "Supported team objectives and contributed to achieving service delivery targets"
      ]
    },
    {
      "company": "Direct Channel Holdings (Pty) Ltd",
      "position": "Insurance Sales Consultant",
      "location": "Randburg, South Africa",
      "startDate": "2013-09",
      "endDate": "2014-07",
      "highlights": [
        "Sold insurance products to new and existing clients, achieving monthly sales targets",
        "Advised clients on policy options, benefits, and terms to meet their specific needs",
        "Cultivated and maintained strong customer relationships to enhance client retention",
        "Handled customer enquiries, objections, and policy-related queries with professionalism",
        "Captured and maintained accurate client records utilizing CRM systems",
        "Followed up on leads to maximise sales opportunities and conversion rates",
        "Ensured strict compliance with company policies and industry regulations"
      ]
    },
    {
      "company": "Department of Education D14",
      "position": "Administrator (Internship)",
      "location": "Soweto, South Africa",
      "startDate": "2012-10",
      "endDate": "2013-03",
      "highlights": [
        "Captured and maintained school data records",
        "Managed schedules and organised administrative documentation",
        "Assisted in handling queries from parents and stakeholders",
        "Maintained filing systems and ensured comprehensive document control"
      ]
    }
  ],
  "education": [
    {
      "institution": "Kwadedangendlale High School",
      "degree": "National Senior Certificate",
      "field": "Commerce",
      "startDate": "2008-01",
      "endDate": "2008-12"
    },
    {
      "institution": "South West Gauteng College",
      "degree": "National Accredited Technical Education Diploma 4, 5 and 6",
      "field": "in Public Management",
      "startDate": "2012-01",
      "endDate": "2013-10"
    }
  ],
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    "Data Capturing & Record Keeping",
    "Report Writing & Filing Systems",
    "Microsoft Office (Word, Excel, Outlook)",
    "CRM Systems & SAP",
    "Customer Service & Query Resolution",
    "Time Management & Organisation",
    "ERP"
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      "language": "English",
      "fluency": "Fluent"
    },
    {
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      "fluency": "Fluent"
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      "fluency": "Fluent"
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    "yearsOfExperience": 0,
    "seniority": "lead",
    "highestEducation": "Diploma"
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