Experience

• 

  Iinet

  May 2014 - Jan 2015

  Customer service representative

  Responsibilities:Providing quick and efficient customer service for billing and support related enquiries.Support Queries:- Email- Internet- Speed- Mobile Phone- Mobile Broadband- National Broadband Network (NBN)- Fibre to the Home (FTTH)- iiNet TV with Fetch (Streaming channels on the internet)- General Errors on Computers- Modem Setup and Configuration- Replacements of Hardware- Lodging Faults for Phone Line or InternetBilling Queries:- Change of ownership- Internet Applications- Invoice changes- Applied credits due to customers- Tracking Hardware- Relocating Services to another address- Account Investigation- Using specific software to troubleshoot and resolve the customer’s query.- Taking ownership of customers accounts that requires investigation - Being Customer Obsessed. .- Time Management when responding to customers telephonically or via email- Liaising with various departments to ensure a first contact resolution.- Actively seeking solutions and ensuring improvement for customers. Show less

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  Capita south africa

  Apr 2015 - Jul 2015

  Customer service representative

  Responsibilities:- Providing fast and efficient customer service.- Resolving mobile queries such as ports, number changes, billing queries, upgrades, insurance claims, dealing with payment arrangements and tracking orders.- Troubleshooting mobile devices and having them replaced or repaired if need be.- Having the correct system knowledge to resolve the query and by preventing a repeat call.- Following the correct process relating to the query, therefore decreasing hold times and advising the customer of the correct information and timescales.- Taking ownership on accounts that needs investigation and following up with the customer regarding the progress of the query.- Promoting good customer service to achieve targets. This includes APS, TCHT, ACW and Hold times. Show less

• 

  Amazon

  Jul 2015 - Aug 2017

  -Moderate all customer reviews and respond to email queries- Meets or exceeds quality and productivity goals assigned by management-Demonstrates clear and polite written and oral communication- Maintains a positive and professional demeanor and portrays the company in a positive light-Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels-Follows company policies and processes in order to process customer requests appropriately-Demonstrates knowledge and use of departmental resources, policies and procedures.-Uses customer service tools in order to provide an accurate response and an exceptional customer experience - Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service -Pro-actively communicates system and process issues, and customer feedback trends to management-Exceeds customer expectations by going above and beyond all other duties as assigned. Show less • Ability to empathize with and prioritize customer needs• Uphold company values and respect every customer• Exude patience and ownership with each customer• Ability to resolve conflicts and set appropriate expectations with customers• Ability to determine customer needs and provide appropriate solutions Communication Skills• Ability to communicate clearly and concisely with both external customers and coworkers• Ability to document customer account activities thoroughly and concisely• Comprehension skills-- ability to clearly understand and respond appropriately to the issues that customers present• Composition skills-- ability to consistently compose a grammatically correct, concise, and accurate written response to customer issues Problem Solving Skills• Ability to approach problems logically and with good judgment to ensure the appropriate customer outcome• Ability to make appropriate decisions on behalf of the customer quickly and effectively• Desire to continually learn• Solution orientated and self-motivated• Ability to effectively prioritize work time to ensure efficiency Computer Skills:• Familiarity with multiple browsers, multiple tabs and window navigation and instant messenger tools• Fluency in Windows Operating Systems and Microsoft Outlook Show less

  • Moderator

    Feb 2017 - Aug 2017

  • Customer Service Representative

    Jul 2015 - Jan 2017
• 

  Amazon web services (aws)

  Sept 2017 - Jun 2019

  Tcsa (core)

  With Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into “the Cloud”. I am surrounded by people that are wickedly smart, passionate about cloud computing, and believe that world class support is critical to customer success.As an AWS Support Associate, I field customer e-mail and phone support contacts, interface with AWS Technical Support Reps, and represent Amazon and AWS as I interact directly with our customer community to resolve support issues.I work with exceptionally driven, customer-obsessed customer service associates and leadership.In addition, my responsibilities includes, but are not be limited to, the following: -Providing prompt, efficient, detailed and high quality customer-oriented service to AWS customers - Working with other customer support teams to ensure a consistent and high-quality level of support -Being a voice and advocate for our customers when something doesn’t feel right -Driving projects that improve support-related processes - Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams -Assuming responsibility for developing detailed knowledge about specific product lines and features -Making sure internal knowledge reference pages are updated -Working with customer support teams to ensure a consistent and high-quality level of support -Working with our customers to understand how they are using our services, and providing feedback to business and development teams. Show less

• 

  Moonspin pty ltd

  Jun 2019 - Sept 2019

  Customer service host

  • Identify the needs of the end user • Answer chats, calls and respond to emails • Research required information using available resources• Manage and resolve customer complaints• Provide customers with product and service information• Enter and update customer information into system • Identify and escalate priority issues• Follow up customer calls where necessary• Promotion driven interventions, inbound (and/or outbound when required)• Financial information, Profilie specific advice, and review for additional offers, pro-active value adds• Customer relationship building and management by maintaining customer notes and paying attention to customer cues• Responding promptly and interact effectively with casino customers via a different number of channels, namely calls, emails, webchats, social media• Required to stay abreast with customer centre SLA's as teamwork will be required to maintain and exceed the expectations set. • Ensure that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path when required Show less

• 

  Cloud direct

  Sept 2019 - Jun 2022

  • Centralise the management of provisioning work for all products in the Cloud Direct portfolio• Ensure high quality customer communication and ticket management for all provisioning cases• Ensure customers receive the correct products and services, at the correct cost and in the expected timeframes• Ensure all products and services provisioned are accurately billed, and that billing is accurately ceased at the point of cancellation• Develop and maintain repeatable processes for the provisioning and termination of all products in the Cloud Direct portfolio• Develop and maintain templates for standard service implementation and termination, with resource estimates Show less • Accurately interpret customer requirements and orders to enable a clean and timely service provision and customer on-boarding / off-boarding experience • Agree and administer the accurate and timely handover of all workload requiring the attention of Professional Services, or a dedicated Project Manager, to the Projects Team. • Administer and organize technical provisioning, cancellation, and change services for the full portfolio of Cloud Direct products, working with other Cloud Direct teams as required • Administer and organize the purchasing of customer hardware, software, licenses, support agreements and subsequent renewals. Drive uplifts to existing customers where appropriate • Administer the comprehensive co-ordination of provisioning cases in conjunction with our customers, our vendors and other Cloud Direct teams, especially in the case of multiple service provisions to the same customer • Provide high-quality, regular ticket and project updates in Service Now so that both customers and colleagues are fully briefed as to the status of all provisioning and cancellation cases • Administer the accurate processing of service start, termination, and billing details to facilitate accurate invoicing • • • Regularly and accurately monitor all relevant service queues and communication tools, prioritizing and assigning actions/cases/communications as appropriate • Able to assist the project management office with ongoing projects and possibly coordinate projects alongside project managers Show less • Provide assistance to aligned account managers customers’ especially when the account manager is not available; • Be our customers' voice - educate us about what our customers want and need;• Provide assistance to CST customers where required; • Assist the account manager to develop customer accounts by encouraging the adoption of new cloud services to drive customer's own business success;• Be the customers champion to own and drive the resolution of aligned account manager customer issues and complaints, escalating as required;• Engage with all aligned account manager customers’ who have raised cancellation requests with the objective to prevent churn;• Take ownership for account changes e.g. contract reviews or payment changes as per agreed transaction limits;• Manage and transact upgrades/downgrades for existing customer services;• Manage all proactive customer communications of a non-support nature e.g. upgrades, price changes, offers, etc;• Drive the uptake and usage of PROVIDETM for aligned account manager customers’;• Feed ideas into Marketing regarding topics that aligned account managers customers are interested in;• Be intrinsic to the development of the Cloud Direct customer journey/experience development.• Work closely with all areas of the business to ensure that the customer experience with Cloud Direct is easy; • Working closely with all departments to ensure customer issues are resolved in a timely manner and positive customer experience is maintained.• Willingly support other members of the team when required;• Monitor and understand own performance against KPI’s and vision summary;• Prioritize workload and manage working time effectively;• Take personal ownership for maintenance and development of role-based skills and expertise;• Take ownership of and progress personal development plan. Show less

  • Provisioning Team Leader

    Dec 2020 - Jun 2022

  • Customer Service Provisioning Administrator.

    Nov 2020 - Dec 2020

  • Customer Success Account Manager

    Sept 2019 - Nov 2020
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  Synthesis software technologies

  Jun 2022 - now

  This role encompasses the analysis of Synthesis clients’ business domain and document its business, processes, or systems, assessing the business model or its integration with technology. Assists in guiding businesses in improving processes, products, services, and software through in-depth analysis.- Identify stakeholders and ensure that they actively participate in providing needed input to technical teams and making necessary business changes.- Work with technical teams to develop solutions that meet customer/stakeholder needs.- Groom stories to a level of detail that will enable code to be written and tested without defects; write acceptance criteria and generate test scripts.- Document the problem or opportunity (Problem), its Context, and define the desired future state (Vision) using Outcomes.- Define measures of success (i.e., Outcomes or success criteria), objectives and rivers for a project- Develop a change strategy that will achieve the business outcomes and work with business and technical teams to make the necessary changes.- Identify and document customer/ stakeholder needs. Document assumptions, evaluate options, and validate that the recommended option addresses the customer/stakeholder need.- Participate in validated learning to ensure that the solution delivers business value and achieves business outcomes.- Project Management: Works proactively with direct teams to deliver both strategic and tactical initiatives- Work as a Customer Success Manager where required and facilitate guidance discussions and vison alignment- Act as a Project lead ensuring the stakeholders are satisfied with all aspects of project delivery and team success criteria Show less

  • Senior Solutionist

    Oct 2023 - now

  • Solutionist

    Jun 2022 - Oct 2023