Dtc360 Dtc360

12 hour shifts, UTC time zone KYC verifications, AML compliance Implementation Ticketting system resolution and Customer expectations targets

English Customer-Support Agent - Verpakt Management Services - Johannesburg, Woodmead

(2023-09 - 2025-07)

• 12 hour shifts, UTC time zone
• KYC verifications, AML compliance Implementation
• Ticketting system resolution and Customer expectations targets
• Escalated Gaming issues to gaming providers eg, Softswiss, Vivo, Habanero, through appropriate channels
• Maintain accurate Customer interaction records. Prioritized providing an individualistic experience to each client
• Perform consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
• Ensure continued self-improvement through up skilling and training when the need arises
• Operate as part of a team/unit
• Correctly record all communication with users/clients
• Correctly escalate queries to other departments (should the need arise)
• Follow company policies and procedures when recording all communication with players
• Follow company policies and procedures when escalating queries to other departments (should the need arise)

Call Center Agent - PLAN B MEDIA - Johannesburg north, Fourways

(2021-08 - 2023-08)

• Follow company policies and procedures to ensure the retention of all players
• Respond to all incoming player queries, via all contact mediums including but not limited to calls, live chat, e-mail, social media, WhatsApp
• Strive for 'first contact-resolution' on all customer queries
• Ensure that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
• Stay beyond shift hours to complete communication and volume received during respective shift to ensure a clean shift handover
• Ensure that all communication with our players is of the required standard and expected quality
• Provide world-class service to all our players
• Complete assigned outbound tasks within the required time frame
• Liaise with the Senior Agents/Floor Managers to hand over player related issues
• Monitor internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly
• Enhance/improve player /customer experience and relationships
• Keep your finger on the pulse of player experience and communication, liaising with Senior Agents / Floor Managers offering insights and improvements that can be implemented based on player experience
• Perform consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
• Ensure continued self-improvement through up skilling and training when the need arises
• Operate as part of a team/unit
• Correctly record all communication with users/clients
• Correctly escalate queries to other departments (should the need arise)
• Follow company policies and procedures when recording all communication with players
• Follow company policies and procedures when escalating queries to other departments (should the need arise)
• Live the values of the brand and business at all times

Store Manager - Levingers Bassonia - Johannesburg south

(2018-12 - 2021-06)

• Retail Operations
• Dry Cleaning Operations
• Shoe Repair & Care
• Inventory Control
• Loss Prevention
• Cash Handling
• Bank Reconciliation
• Financial Reporting
• Staff Supervision
• Strategy Implementation
• Complaint Resolution
• Revenue Growth
• Process Improvement

Sales Executive - Kasalimpa Services Pty Ltd - Northern Cape

(2025-08 - 2026-01)

• Prospected, acquired, and maintained relationships with new and existing clients
• Sold mobile toilet units, food trailers, and rental packages, achieving over 30% revenue growth
• Managed rental operations including scheduling, delivery, and return logistics
• Negotiated contracts, prepared quotes, and processed sales agreements
• Provided pre- and post-sale customer support, ensuring high satisfaction
• Collaborated with marketing and operations teams to identify new business opportunities
• Monitored customer feedback to improve service offerings and reduce complaints
• Tracked sales performance and prepared reports for management review

Bachelor of Commerce - Accounting - Damelin College Pty Ltd (2016 - 2018)