Supervisor and Coordinator at CSG Group (2024-03 – 2025-02)
- Supervised daily operations of the customer service team in Cape Town, ensuring high standards of service delivery and team performance.
- Coordinated scheduling and workload distribution to optimise staff availability and efficiency.
- Implemented process improvements based on customer feedback to enhance service quality and operational workflows.
- Facilitated training and development sessions for staff to improve customer interaction skills and product knowledge.
- Liaised between management and frontline staff to communicate company policies and resolve operational challenges effectively.
- Liaised with cross-functional departments to streamline communication channels and support effective resolution of customer issues.
- Developed and maintained comprehensive operational documentation to standardise procedures and maintain consistency in service delivery.
- Managed escalation of complex customer queries and ensured swift resolution to uphold customer satisfaction.
Insurance Advisor at Huntswood ESURE Campaign (2023-03 – 2023-06)
- Responded promptly and professionally to customer inquiries via phone, email, and live chat to ensure a positive customer experience.
- Maintained detailed records of customer interactions and transactions using CRM software to ensure accurate and up-to-date information.
- Assisted customers in navigating company products and services to enhance their understanding and satisfaction
- Educated customers on the benefits and coverages of various insurance products to support informed decision-making.
- Built and maintained strong relationships with customers to foster trust and encourage policy renewals.
- Conducted risk assessments and provided recommendations to minimise clients' potential financial losses.
Customer Service Agent at Virgin Active (2017-10 – 2019-02)
- Resolved customer issues efficiently while maintaining a courteous and professional demeanour to ensure high levels of customer satisfaction.
- Utilised CRM systems to accurately document customer interactions, enabling personalised service and follow-ups tailored to individual customer needs.
- Managed escalation of complex customer queries and ensured swift resolution to uphold customer satisfaction.
- Processed customer requests and transactions efficiently while adhering to company policies and quality standards.
Senior Associate at WNS British Gas (2017-02 – 2017-09)
- Liaised with cross-functional departments to streamline communication channels and support effective resolution of customer issues
- Maintained detailed records of customer interactions and transactions using CRM software to ensure accurate and up-to-date information.
- Managed escalation of complex customer queries and ensured swift resolution to uphold customer satisfaction.
- Liaised between management and staff to communicate company policies and resolve operational challenges effectively.
Facilitator at NQF LEVEL 5. IEB (2003-01 – 2003-09)
- Mastering effective communication techniques to engage learners from diverse backgrounds
- Developing skills to create a supportive and inclusive classroom environment
- Enhancing abilities to manage group dynamics and encourage teamwork
- Applying instructional strategies to adapt training to various learning styles
- Utilising practical demonstrations to reinforce theoretical concepts
- Implementing strategies to facilitate conflict resolution among participants to maintain a constructive learning atmosphere
Assessor at NQF LEVEL 5. IEB (2003-01 – 2003-09)
- Utilising feedback mechanisms to support learner development and address challenges
- Applying effective techniques for both formative and summative assessments
- Understanding regulatory and ethical standards in learner assessment practices
- Managing record-keeping and reporting of assessment outcomes in compliance with educational guidelines
- Developing comprehensive assessment criteria to evaluate learner knowledge and skills accurately
- Designing and administering examination papers that accurately measure learner comprehension and skills
