SANDRA BALONDE

• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
• Followed through with client requests to resolve problems.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly

Yellow Africa (www.yellow.africa) is a digital retailer of renewable energy with specific interventions in solar energy and smartphone financing (Digital technology transforming informal or exponential - Salesforce platform, Bop Credit management leveraging on technology (Zoho-Ofeefee, Kula, Paytrigger, and Upya built by world-class developers and designers).

My basic role was managing the Credit Portfolio - PosFin Channel (Merchant and Customer management, Price analysis).

This is further broken down into: Merchant Recruitment, Onboarding and Training Customer Credit Decision, Sales, and Technical Support. With the help of Zoho Creator (Kula) and Upya interface, I managed and tracked customer collections in the tool. All of the above are focused on the 'win-win-win' situation (The Merchant, the customers, and us Yellow winning) as we scale to achieve our mission of making people's lives better.

Some of my achievements included:

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Collaborated with sales team to identify potential upsell opportunities and expand client base.

As an operations consultant, I was responsible for a broad array of operational tasks spanning various business areas, such as customer service, inventory, and logistics. Yellow puts technology, efficiency, and quality at the center of the work we complete, and integrity and collaboration at the center of how we work as a team.

• Implemented processes and procedures to improve overall efficiency in operations.
• Reduced operating costs through the identification of key areas for improvement and implementation of cost-saving measures.
• Coordinated with multiple departments to ensure seamless execution of key projects across all functional areas of the organization.
• Enhanced customer experience by regularly reviewing service delivery processes and incorporating feedback from clients into improvements.

• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Welcomed customers and helped determine their needs.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

• Kept work areas clean, organized, and safe to promote efficiency and team safety.
• Contributed to team success by completing jobs quickly and accurately.
• Learned all required tasks quickly to maximize performance.
• Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
• Developed strong cooperative relationships with coworkers and managers.
• Worked different stations to provide optimal coverage and meet production goals.
• Trained new team members by relaying information on company procedures and safety requirements.
• Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
• Developed strong customer service and product knowledge skills to enhance individual and team performance.

• Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
• Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
• Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
• Sorted and organized files, spreadsheets, and reports.