Gakimah Essa

A results-oriented Customer Service Resolution Specialist with years of experience in enhancing customer satisfaction within fast-paced environments. Proven success in achieving KPI targets, assisting and resolving escalation inquiries for both internal customer service agents as well as external customers.

Resolution Specialist at AMAZON (2021-04 – 2025-09)

In this role, the primary responsibility was to manage escalated customer inquiries relating to heavy and bulky items across multiple contact channels, including live chat, email, inbound telephone calls, and the Message Us platform.

• Handling customer inquiries related to damaged, defective, or undelivered heavy and bulky products, working to resolve each case efficiently and professionally.
• Assisting with backlog queues during periods of high inquiry volume.
• Serving as a point of contact for escalated matters that require additional expertise or authority to resolve beyond the standard customer service process.

Product Specialist at AMAZON (2021-04 – 2025-09)

As a Product Specialist, the role involved providing product support to customers who had purchased heavy or bulky items. This required a thorough understanding of the products in order to assist effectively with technical queries, assembly concerns, and after-sales support.

• Managing inbound product-related inquiries and conducting step-by-step troubleshooting to resolve technical issues.
• Referring customers to relevant manufacturers where issues fell outside of Amazons' direct scope of support.
• Coordinating the replacement of items or missing hardware, ensuring customers receive complete and functional products.
• Providing general technical assistance to help customers with the setup, assembly, and use of their purchased products.

Retail Customer Service Representative at AMAZON (2021-04 – 2025-09)

This role involved providing customer service support for Amazon's retail product range, with a focus on smaller consumer goods including jewellery and similar items.

• Handling inbound customer inquiries.
• Resolving order-related issues.
• Ensuring a positive customer experience across all interactions.

Digital Transcription Services at SCRIPT DATA SOLUTIONS (SELF-EMPLOYED) (2003 – 2019)

The business provided professional digital transcription services to several leading South African institutions, including the Human Sciences Research Council (HSRC), the University of the Western Cape (UWC), and the Medical Research Council (MRC).

• Work involved accurate transcription of data, many of which were of a confidential and sensitive nature.
• Subject matter covered areas such as HIV/AIDS research, gender-based violence (GBV), and other clinical and social topics.

Digital and Document Translation Services at SCRIPT DATA SOLUTIONS (SELF-EMPLOYED) (2003 – 2019)

In addition to transcription, the business offered digital and document translation services, supporting research institutions and clients who required material to be accurately converted across languages.

• Work included the translation of transcripts, reports and correspondence with strict adherence to confidentiality protocols.

Human Resources Administrator at WOOLWORTHS (1991 – 2002)

In this role, administrative support was provided to the Human Resources department, with involvement across several key HR functions.

• Coordinating and facilitating the employee onboarding process for new staff members.
• Assisting with the conduct of exit interviews.
• Processing and administrating payroll.
• Reconciling employee salaries to ensure accuracy and resolve any discrepancies.

Customer Service Representative (Card division) at WOOLWORTHS (1991 – 2002)

This customer-facing role was based within the Woolworths Card Division, where the primary function was to manage inbound inquiries from new account holders.

• Guiding customers through account registration process.
• Addressing queries relating to their new accounts.

Finance Department Administrator at WOOLWORTHS (1991 – 2002)

Within the Finance Department, administrative support was provided with a focus on payroll processing.

• Accurate and timely administration of employee remuneration.
• Ensuring compliance with internal financial company polices.

Level 3 Certificate in Teaching English as a Foreign Language (2025-10 – 2025-12)

Grade 12/Matric – Wittebome High School (1986 – 1990)