Keith Adams

I have been working in Customer/Client Service collectively for almost seven years, and I am now planning to strengthen my skills and enrich my experiences. Although successful in my Sales, Tourism and Help-desk career, I have realised the aspects of my work I find most rewarding are all Customer Service functions:

-Dynamic communication style: I am adept in building relationships, consensus and a shared sense of purpose. I am known for my ability to quickly establish trust with customers, mediate disputes and motivate others into action.

-Empathy: I know that no two persons are alike. It is therefore crucial that I evaluate the personality-type and temperament of the customers I am interacting with to establish rapport with them, develop their trust in my capabilities and to come to a unique resolution to their problems based on critical thinking, past experiences and individual customer expectations.

-Ability to Use Positive Language: All customers have expectations that need to be managed. Even in undesired circumstances such as a product not being available, I use this as an opportunity to remind the prospect that care is taken to ensure that their needs are met. This I achieve by telling customers what can be done should their initial needs not be met, by suggesting alternative solutions and by being helpful and encouraging.

Technical Support Agent - MWEB - Cape Town, Western Cape January 2022 to October 2022

First line Technical Support to customers. • Configuration of wireless and Fibre routers. • Set-up of networks. • Managing customers' expectations and complaints. • Report any incidences that could impact call volumes. • Troubleshoot and resolve all fibre-related issues. • Escalate known and new problems to third parties. • Meet and exceed daily weekly and monthly targets.

_____

Client Services Consultant - Mezzanine Ware (Pty.) Ltd - Cape Town, Western Cape March 2021 to June 2021

Ensure that all issues are resolved within respectable turn-around time.

• Provide continuous feedback on long- outstanding issues.

• Ensure that product teams are aware of the issues and work in on the issue/s as per DSL SLA commitments.

• Recognize and manage complexity (generic content vs client- specific content).

• Archive redundant content to meet SLA commitments • Log User Service requests on all other helpdesk interactions.

• Assign/escalate problems to the appropriate resource.

• Stay current with system information, changes, and updates.

_____

Facilitator- MiDo Technologies - Cape Town, Western Cape July 2020 to March 2021

Assisting the Hub-Coordinator with tasks, setting up of Chromebooks, preparation of classrooms for 'Hub Sessions' (Digital Citizenship Classes). • Assisting the Hub-Coordinator with planning and executing future- dated tasks. • Report to the principal directly or to the teacher assigned to me. • Completing a daily inventory register for auditing purposes. • Assisting with COVID 19-screening

_____

Helpdesk Agent -Snowball - Stellenbosch, Western Cape August 2017 to May 2019

Provide clients with information regarding their account status' including overdue balances, debt collections and provisions of account related documents.

• Amending and updating clients' personal information on the organisation's database and systems.

• Assist management and the Customer Experience Manager with ad- hoc company-related projects.

• Liaise with the organisations Helpdesk and Sales departments to meet the client's needs and expectations from an accounts-related and overall customer service level perspective.

• Managing the organisation's Social Media platforms to monitor clients' complaints, compliments, and recommendation-in order to log, report and resolve problems accordingly and timeously.

• Performing quality control checks on new installations and jobs completed by the organisations' coordination team to verify that the information captured is accurate and that no systems errors were generated.

• Occasionally assist the Direct line Accounts manager and Customer Experience Manager with ad-hoc administrative duties.Troubleshooting technical and/or network related problems.

• Report and log technical tickets to Tier 2 technicians.

• Following escalation procedures in case I could not resolve client issues.

• Providing support and accurate information about the organisations' products, service, and procedures.

• Attending to incoming technical and/or network related calls in accordance with company procedures and standards.

_____

Museum Assistant - Stellenbosch Museum - Cape Town, Western Cape June 2016 to July 2017.

• Act as a historical guide in period-houses of Stellenbosch by receiving and welcoming visitors and/or tourists to the museum buildings. • Assisting the museum manager with organising public and outreach programs for schools. • Compilation of weekly and monthly progress reports to management and/or the museum supervisor. • Attend to ad-hoc duties such as assisting the receptionist and managing the museum head office switch- board. • Help the museum manager and the Board of Trustees of the museum with ad-hoc duties. • Cross-checking the museums' inventories with the accession registers. • Occasionally stand in for the receptionist at the museum head-office. • Data-capturing and completing the photographic items and scanning museum artefacts. • Maintaining the museum storeroom by cleaning and arranging artefacts. • Compiling a weekly and monthly progress report to the supervisor and the museum manager. • Managing and monitoring the museums' social media accounts.

Tourism N5 at Boland College