Zaphia Basson
Windhoek
Summary
By implementing process improvements and strategically managing calls, you can maximize customer satisfaction and team performance. gifted leader with excellent skills in administrative supervision, interpersonal communication, and program management. Effective in educating and guiding staff members to foster a collaborative and ever-improving culture.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
UCOM MOBILE NAMIBIA- PREVIOUSLY MTN NAMIBIA
11.2019 - Current
- Acting Operations Manager, February– July 2021
- Supervise the corporate portfolio and call center
- Implement and improve the customer strategy of UCOM Mobile (MTN Namibia)
- Optimizing Customer Experience Strategy
- Took ownership of customer issues and followed problems through to resolution
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Generated customer satisfaction surveys to analyze results into action plans
- Managing Service Management governance framework
- Facilitates recovery, following resolution of incidents
- Analyses causes of incidents, and keeps relevant parties informed to minimize the probability of recurrence and contribute to service improvement
- Drafts and maintains policy, standards, and procedures for customer service or service desk functions
- Responsible for the day-to-day management and work allocation to meet agreed targets and service levels
- Ensures that tracking and monitoring of performance is carried out, metrics and reports are analyzed, and issues are resolved
- Facilitate knowledge sharing between subordinates and provide mentorship and guidance
- Define departmental KPAs and KPIs and evaluate and assess individual performance accordingly
- Resolved customer complaints while prioritizing customer satisfaction
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
- Collected customer feedback and made process changes
- Increased NPS score by ensuring quality customer experience and customer-first approach
- Build and maintain solid relationships with UCOM Mobile (MTN) stakeholders.
Marketing and Customer Experience Manager
PUPKEWITZ TOYOTA
04.2018 - 10.2019
- Responsible for the development of marketing plans (brand marketing and advertising), budget control and measurement of impact and effectiveness
- Lead and coordinate promotional events
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity
- Handled complaints, and provided appropriate solutions and alternatives
- Established performance and service goals and held associates accountable for individual performance
- Scheduled and attended meetings with clients and prospective clients as requested
- Partnered with business leaders to deliver services that support company objectives and are consistent with corporate values
- Provided service in accordance with established operating procedures.
Sales Executive
PUPKEWITZ TOYOTA
04.2016 - 03.2018
- Assisted customers throughout their car buying experience by finding a vehicle that met their needs in a price range appropriate for them
- Showed customers the vehicles that were available and described their features
- Led a team of two sales executives, ensuring the team achieved targets
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Lexus Brand Ambassador
PUPKEWITZ LEXUS
06.2015 - 03.2016
- Processed purchase orders when the vehicle was in stock and arranged and scheduled fitments on the vehicles
- Liaised with the stockyard to ensure fitments were done, vehicle registration was completed, and PDI (Pre-delivery Inspection) was conducted and recorded in the service book
- Developed team communications and information for meetings
- Participated in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork
- Received and processed stock into the inventory management system
- Improved operations through consistent hard work and dedication.
Tender Sales Consultant
PUPKEWITZ TOYOTA
06.2014 - 05.2015
- Processed purchase orders when the vehicle was in stock and arranged and scheduled fitments on the vehicles
- Liaised with the stockyard to ensure fitments were done, vehicle registration was completed, and PDI (Pre-delivery Inspection) was conducted and recorded in the service book
- Developed team communications and information for meetings
- Participated in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork
- Received and processed stock into the inventory management system
- Improved operations through consistent hard work and dedication.
Call Centre Advisor
MTC NAMIBIA
05.2013 - 05.2014
- Provided telephonic customer service on complaints/queries
- Provided appropriate solutions to problem issues
- Ensured regular/constant updates on product and service knowledge
- Retained excellent customer relationships, solved customer queries, and handled difficult customers.
Personal and Marketing Assistant
MULTICHOICE NAMIBIA (PTY) LTD
07.2010 - 05.2012
- Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings
- Tracked marketing efforts to monitor results in real-time
- Maintained documentation, detailing assignments, in-progress work and completed project milestones
- Proofread marketing collateral ahead of printing to eliminate errors
- Conducted thorough research to construct creative and fresh ideas
- Acted as the point of contact between the manager and internal/external customers.
Forex Clerk
FIRST NATIONAL BANK OF NAMIBIA
05.2008 - 03.2009
- Processed General Processing Transactions (GPT) with a sound background in Internet banking
- Checked all entries prior to sending them back to branches
- Handled customer queries and managed inwards and outwards swift of foreign exchange
- Opened Customer Foreign Currency (CFC) Accounts and dealt with corporate clients in abroad transactions
- Advised customers on new products and services.
Education
COMPUTING AND INFORMATICS - Bachelor : Journalism & Media Technology, PR
NUST
Windhoek, Khomas, Namibia04.2026
Diploma Public Relations -
University of Namibia
01.2014
Business School of Excellence
01.2013
University of Namibia
01.2011
High School Diploma -
Dawid Bezuidenhoudt High School
01.2007
Skills
- Leadership
- Problem-solving
- Customer focus
- Team management
- Conflict resolution
- Adaptability
- Communication
- Marketing
- Sales
- Call Center Operations
- Training and Mentoring
Languages
English
Afrikaans
German
Timeline
Customer Service Manager
UCOM MOBILE NAMIBIA- PREVIOUSLY MTN NAMIBIA
11.2019 - Current
Marketing and Customer Experience Manager
PUPKEWITZ TOYOTA
04.2018 - 10.2019
Sales Executive
PUPKEWITZ TOYOTA
04.2016 - 03.2018
Lexus Brand Ambassador
PUPKEWITZ LEXUS
06.2015 - 03.2016
Tender Sales Consultant
PUPKEWITZ TOYOTA
06.2014 - 05.2015
Call Centre Advisor
MTC NAMIBIA
05.2013 - 05.2014
Personal and Marketing Assistant
MULTICHOICE NAMIBIA (PTY) LTD
07.2010 - 05.2012
Forex Clerk
FIRST NATIONAL BANK OF NAMIBIA
05.2008 - 03.2009
COMPUTING AND INFORMATICS - Bachelor : Journalism & Media Technology, PR
NUST
Diploma Public Relations -
University of Namibia
Business School of Excellence
University of Namibia
High School Diploma -
Dawid Bezuidenhoudt High School
References
- Ms. Shangelao Ndadi, Namdeb- HR Partner (Mentor), +264 81 155 5669
- Mr. Francois Botha, First National Bank of Namibia, +264 81 122 7649
- Mr. Leandro Van Wyk, MTC Call Centre Supervisor, +264 81 316 6263
- Mr. Jaco Barnard, Pupkewitz Toyota, +264 81 293 4409
- Mr. Anton Westraadt, Pupkewitz Motors, +264 81 256 9028
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