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
