Mbali Mtshali
CSR
Sandton
Summary
I am a knowledgeable and dedicated Customer Service Representative with extensive experience in international export, having worked in South Africa, North America, and Belgium. I excel at building rapport with customers and colleagues, leveraging skills in adaptability, intercultural communication, and teamwork. At Borealis AG, I resolved customer complaints, maintained open communication with overseas partners, and ensured compliance with export documentation. My academic background in International Business and Trade, combined with project experience in marketing and circular economy business models, further enhances my ability to contribute to company success. I am passionate about maintaining customer satisfaction and improving operational efficiency.
Overview
8
8
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Export Customer Service Representative
Borealis AG
10.2022 - 08.2023
- Analyzed and resolved customer complaints by identifying root causes, ensuring prompt resolution of product or service issues.
- Facilitated effective communication with international partners, keeping all stakeholders informed of order and shipping updates to optimize operational efficiency.
- Prepared and processed export documentation in strict adherence to customs regulations, ensuring compliance and smooth international transactions.
- Utilized SAP computer database system to accurately input customer orders, maintaining meticulous records for streamlined order processing.
- Demonstrated high energy and professionalism in interactions with clients and staff, contributing to a positive and collaborative work environment.
- Investigated and swiftly resolved customer inquiries and complaints, enhancing overall customer satisfaction and loyalty.
- Implemented effective problem-solving skills to address issues efficiently and improve the customer experience.
- Collaborated with cross-functional teams to enhance communication and resolve operational challenges, fostering a cohesive and productive work environment.
- Ensured compliance with industry standards and regulations in all aspects of export documentation and customer service, contributing to a seamless international business process.
- Trained new team members on company policies and procedures, resulting in consistent service delivery across the team.
Student Internship
Katoen Natie
09.2022 - 12.2022
- Collaborated with team members to efficiently control and receive inbound goods, fostering a cohesive and productive work environment.
- Managed hand-held devices and computers to accurately record and monitor inventory levels, conducting regular audits to identify and address inaccuracies, ensuring optimal stock management.
- Operated and managed the warehouse software system, facilitating the reconciliation of daily inventory, promoting efficiency and accuracy in inventory tracking.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Sorted and organized files, spreadsheets, and reports.
Export Customer Service Representative
Borealis AG
06.2022 - 09.2022
- Managed document management by organizing essential shipping documents, ensuring compliance with established processes.
- Generated bills of lading, packing lists, dock receipts, and certificates of origin for each shipment, facilitating accurate and efficient logistics.
- Conducted thorough comparisons between shipments and accompanying documents, proactively identifying and resolving any compliance issues to mitigate potential risks.
- Utilized SAP, Microsoft Office, and various software tools to create and manage documents, optimizing communication channels for effective collaboration.
- Collaborated with sales, logistics, and warehouse teams to ensure timely deliveries of export products.
- Developed comprehensive knowledge of trade regulations, tariffs, and customs requirements for various countries, ensuring smooth transactions across borders.
Student Volunteer - Project
Thomas More Hogeschool
12.2020 - 03.2021
- Collaborated with team members to expand marketing channels via social media and the website, increasing outreach and engagement.
- Contributed to the design layout and functionality of the website, enhancing user experience.
- Produced high-quality documents, spreadsheets, and presentations for effective internal communication.
- Consulted with external parties for web and brand design, ensuring cohesive and professional branding.
Business Student Consultant - Project
Thomas More Hogeschool
10.2020 - 12.2020
- Collaborated with design students at Thomas More and Etheclo, an external company seeking to reduce waste by up-cycling isothermal boxes.
- Educated the design team on various Circular Economy Business Models through clear PowerPoint presentations with practical examples, fostering understanding and implementation.
- Maintained detailed records of meeting proceedings, ensuring accurate documentation and follow-up.
- Led the design team in creating and implementing a clear marketing strategy, driving project success.
- Provided input on cost calculations and financial projections, supporting informed decision-making and strategic planning.
Au Pair
Au Pair Office
08.2017 - 08.2018
- Provided comprehensive childcare, ensuring the safety, well-being, and development of children to support family needs and routines.
- Implemented daily routine to maintain structure and stability
- Developed bilingual abilities in Dutch through immersive conversation and activities.
Au Pair
Au Pair In America
01.2016 - 12.2016
- Managed daily schedules effectively, ensuring punctuality for school drop-offs and pick-ups as well as extracurricular activities.
- Developed creative activities to encourage physical, social and emotional growth.
- Organized educational and recreational activities to foster children's growth and learning, contributing to their overall development.
Education
Bachelor of Science - International Business Management
Thomas More Hogeschool
Mechelen, Belgium10.2022
Bachelor of Science - International Business Management
Fontys University of Applied Science
Eindhoven06.2022
Skills
Cross-Cultural Communication
Risk Management
Strategic Thinking
Regulatory Reporting
Problem Solving
Administrative
Attention to detail
Report Preparation
Microsoft Office
Analytical Skills
SAP
Sales Force
Business Development Skills
Strategic planning
Websites
Certification
Ultimate SEO Social Media & Digital Marketing Course, Udemy
References
- Sophie Chomé
sophie@protifin.be | +32486972516 - Philip Goldberg
goldphield@icloud.icloud | +32476373473 - Laura Geeve, Borealis AG
laura.Geeve@borealisgroup.com | +32498438574 - Sylvia Colomenares, Borealis AG
colmenaresroncancio@borealisgroup.com | +32475588593 - Paul Nchu from Thomas More Hogeschool
paul.nchu@thomasmore.com | +32486260488
Timeline
Google AI Essentials, Coursera
05-2024
Export Customer Service Representative
Borealis AG
10.2022 - 08.2023
Student Internship
Katoen Natie
09.2022 - 12.2022
Export Customer Service Representative
Borealis AG
06.2022 - 09.2022
Ultimate SEO Social Media & Digital Marketing Course, Udemy
05-2021
Student Volunteer - Project
Thomas More Hogeschool
12.2020 - 03.2021
Business Student Consultant - Project
Thomas More Hogeschool
10.2020 - 12.2020
Au Pair
Au Pair Office
08.2017 - 08.2018
Au Pair
Au Pair In America
01.2016 - 12.2016
Bachelor of Science - International Business Management
Thomas More Hogeschool
Bachelor of Science - International Business Management
Fontys University of Applied Science
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