Bookings Africa.com, South Africa Aug.2021- Sept. 2022
Customer Service Executive (Remote)
- Provided basic technical support for clients on a wide range of company products, resolving issues at 75% rate.
- Applied a professional and courteous manner at all times, even during moments of customer dissatisfaction.
- Oversaw training of new team members remotely and mentored each to promote productivity, accuracy and friendly service.
- Supported administrative functions and attained the highest performance level of quality customer care; both meeting and exceeding required KPIs and targets.
Mhsoft Tech, Canada June 2020 – July 2021
Customer Success Manager ( Remote)
- Established mentorship role for new hires, helping 8 junior customer success staff navigate customer relations and data analysis processes.
- Collaborated with 4 department heads to craft job postings, resulting in 200+ qualified applicants.
- Operated between company staff and customer relations, boosting positive experiences, achieving 96% positive staff feedback and 98% positive customer feedback.
- Generated operations policies for customer success team, improving efficiency and productivity standards by 30%.
32AD Animation Studios March 2019 – May 2020
First studio to create the full length animation in Africa. (AFFRI award 2020)
Customer Service Representative
- Handled customer complaints and provided appropriate solutions within the time limits.
- Handled 15+ calls daily, with duties including signing up new customers, retrieving customer data and presenting relevant product information.
- Recorded the content of conversations and proposed actions to provide a clear audit trail.
- Reviewed and approved client accounts when details are updated
