Melanie Mapoo

Experienced and reliable customer service associate with extensive experience helping in a busy call center setting that requires multi-channel communication (chat, email, phone, and social media). Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both a team environment and working alone.

Proven ability to listen attentively, solve problems quickly, and create a high-quality professional relationship with clients. Fully committed to following the company's tenets to further build and retain clients.

Logistics Customer Service at AnyVan SA (2025-06 – 2025-11)

• Frontline support, expertly managing and resolving customer queries with a focus on retaining and promoting positive customer relationships that are reflected in high Trustpilot reviews.
• Ensuring that customer waiting times are kept to a minimum, maximum queries are answered promptly with FRC where possible, and team objectives are delivered.
• Use great active listening and questioning skills to correctly assess, manage and resolve queries.
• Escalate high/complex risk issues promptly and appropriately, and keep all parties fully informed on the process.
• Identify any potential issues with future bookings and on-the-day.
• Work with partners to maintain relationships that in turn, provide the customer with the best experience.
• Knowledge of the UK transportation systems and customs.

Senior Healthcare Advocate at EXL (2024-10 – 2025-02)

• Educating members on healthcare notifications.
• Initiating authorization of pharmacy and healthcare providers.
• Initiating claims.
• Locating healthcare resources and providers within communities.
• Logistics and appointment bookings.
• Sharing knowledge and assisting my peers.

Customer service associate at Foundever SA (2024-04 – 2024-10)

• Assisting customers with billing queries relating to online deliveries.
• Guiding and assisting customers with amending orders.
• Delivery tracking.
• Pre- and post-delivery queries.
• Facilitating assistance to customers with branch-related queries.
• Sharing knowledge and assisting my peers.

Subject Matter Expert (SME) at Foundever SA

• Assisting new hires through their onboarding journey in Gradbay.
• Providing support for their call and email contacts.
• Educating Gradbay associates on campaign-related content in buzz sessions.
• Aux monitoring.
• Informal coaching on call and email handling.

Technical Support Co-Ordinator at Digital Solutions Group (DSG) (2023-05 – 2023-09)

• Respond promptly (or within a set time frame as defined by the client) to customer queries
• Identify and troubleshoot technical issues & propose solutions to minimize disruption to operations
• Provide technical support for our products and/or services
• Escalate issues to appropriate internal teams when necessary
• Document customer interactions and solutions on the internal database
• Work with the development team to identify and resolve bugs
• Continuously improve and document technical support processes and procedures
• Created and implemented an automated chatbot to assist
• Create a middleware dashboard to make payment tracking available to associates.
• App tester.
• Created an internal knowledge base to track and update associates with relevant information.
• Create and implement a company directory to assist new hires in identifying teams and departments.

Advance Technician at Amazon Development Centre (2020-12 – 2022-07)

• Providing peer-to-peer support for Amazon devices and digital services, and coaching.
• Handling escalations and taking ownership of contacts as the last point of contact for each customer.
• Managing real-time metrics for teams and schedule adherence.

Technical customer service associate at Amazon Web Services (2017-09 – 2020-12)

• Assisting customers with billing and accounts - reviewing charges, assisting customers in setting up their accounts, processing billing adjustments, and reaching out to the service team to escalate customers' billing and account issues.
• Assisting customers in technical support, finding additional information and out-of-the-box resolutions, escalating issues to various service teams, and reaching out to service teams to resolve the customers' issues.

Digital and device customer service associate at Amazon Development Centre (2013-10 – 2017-04)

• Providing customer support by troubleshooting device issues relating to Amazon devices and digital services, billing enquiries, escalating systematic issues, and following up on tickets filed.
• Took on the role of coaching various team members to improve individual and team performances.

Sales Consultant at African Bank (2011-09 – 2012-07)

• Processing loan applications, dealing with queries on loan applications, and debt collection.
• Sourcing new clientele and assisting with marketing and promotions.

Customer care representative at Mindpearl (2011-01 – 2011-07)

• Handling flight booking enquiries, flight scheduling, creating bookings, and escalating contacts.

Customer care representative at Teletech (2009-08 – 2010-12)

• Assisting customers with billing inquiries, right fitting customer to the correct plan with the mobile service provider.

National Senior Certificate – Athlone Sec. School (2007)

1 year BA Psychology at UWC (2008)