Britney Golden

Administrative and customer support professional with experience in business administration, operational helpdesk support, international call and chat support, merchant assistance, and accurate record keeping. Experienced in updating store and account information, capturing customer and case details in CRM systems, handling logged queries, investigating discrepancies, documenting actions, and escalating unresolved issues. Previous administrative support experience includes reports, presentations, scheduling, and documentation.

Focused on accuracy, confidentiality, service standards, timely query resolution, and organised business processes.

Call and Chat Agent – International Campaign - Quantanite

(2026-09)

• Support merchants through calls and live chat, responding to account, store, order, and payment-related enquiries.
• Assist with store and account updates, ensuring information is captured and handled accurately.
• Investigate reported issues, explain next steps, and escalate cases requiring further assistance.
• Follow campaign procedures and service standards while working in a fast-paced, target-driven environment.

Customer Service Representative - Redial BPO

(2025-05 - 2025-08)

• Assisted customers with dental appointment bookings and enquiries on an international healthcare campaign.
• Captured customer details and case information accurately in CRM systems and followed established procedures.
• Handled enquiries professionally, followed up on issues, and escalated concerns when required.
• Worked toward daily productivity and quality targets.

Business Administration Learner - P&G; (Procter & Gamble) Pty Ltd

(2024-05 - 2024-09)

• Provided administrative support to Brand Managers and Market Strategy and Planning Managers.
• Assisted with reports, presentations, scheduling, documentation, and project coordination.
• Maintained organised records, supported cross-functional tasks, and worked to deadlines.

Helpdesk Agent - Capitec Bank Ltd

(2022-08 - 2023-02)

• Responded to operational queries from bank branches and supported timely resolution of service requests.
• Documented support requests, followed internal policies and procedures, and escalated unresolved issues appropriately.
• Worked within service-level agreements while maintaining service standards and professional communication.

Call Agent - Nedbank Ltd

(2021-06 - 2021-12)

• Provided telephone customer support and assisted with banking-related enquiries.
• Maintained accurate customer records, communicated information clearly, and followed company procedures.
• Worked toward service targets and supported a consistent customer experience.

Grade 12 / National Senior Certificate (Bachelor Pass) - Hoërskool Jan Viljoen (2018)