Avril Caroline Manuel

Mitchell's Plain, Cape Town, South Africa

talent.smorg.co.za/avril-manuel

Summary

Experienced Sales and Marketing Consultant with strong customer relations background. Trained Service 2 level advisor and Webchat specialist. Recipient of Top Performer and Outstanding Customer Service Awards. Bilingual professional with 12+ years in customer service environment.

Experience

Webchat and Customer Service Advisor · Webhelp · 16 June 2013 – 02 August 2025
  • Focus on customer relations and account queries
  • Maintain and enhance existing customer relationships
  • Ensure KPI targets are met
  • Take full ownership of payment, order, statement and adjustment queries
  • Handle lost orders and parcels inquiries
  • Provide excellent interpersonal and telephonic customer advice and education
  • Minimize payment defaults and ensure member satisfaction
  • Assist with coaching team members on chat quality improvement
  • Work with grad bay teams across different personalities
Sales and Marketing Consultant · Virgin Active · 01 June 2003 – 28 February 2012
Sales and Marketing Consultant · Planet Fitness · 01 March 2001 – May 2003
Sales and Marketing Consultant · 01 March 1998 – 28 February 2001

Education

Grade 10 · Cathkin Senior Secondary School

Skills

Languages

English, Afrikaans

Professional Qualifications

Service 2 level advisor, Webchat and email advisor

Core Competencies

Customer relations, Sales and Marketing, Customer service, Webchat support, Payment processing, Order management, Team coaching, Quality analysis and improvement, Interpersonal skills, Telephonic communication, KPI management

Academic Subjects

Afrikaans, English, Business Economics, Accounts, Geography, History