Onalenna Roberts

Professional and customer-focused Administrator with over 10 years of experience in customer service, front-office administration, appointment coordination, records management, and client relations. Skilled in managing high-volume enquiries, maintaining confidential records, coordinating schedules, and delivering exceptional service. Known for professionalism, attention to detail, and creating a welcoming experience for clients.

Customer Service Quality Assurance Analyst (promoted) - IOCO (Previously EOH)

(2021-01)

• Proactively analyzing and driving customer service desk environment quality performances.
• Review and assess quality of logged calls (emails, telephonic online system queries).
• Conducting refresher training of service desk agents to improve quality of service.
• Compiling monthly reports on customer satisfaction and administrating customer complaints to ensure timely resolution of queries and responses to complaints
• Compiling monthly reports on online system performance & issues.
• Compiling of weekly reports on service desk representatives.
• Collating and presenting weekly/monthly reports from team members to management.

Customer Service Coordinator - IOCO (Previously EOH)

(2016-08 - 2021-01)

• Coordinated service requests and assigned tasks to field technicians.
• Managed customer satisfaction surveys and complaint resolution.
• Maintained compliance with service standards and procedures.
• Assisted with onboarding and training of new employees.
• Monitored and reported on team performance

Agent/Technician - Technical System Support Learnership Practical - University of Johannesburg (Audio Visual Unit)

(2014-01 - 2014-12)

• Provided technical and user support.
• Prepared meeting and lecture venues.
• Troubleshot IT equipment and network-related issues.
• Assisted users with technical queries and system support

Office Administrator - Mohau Goalathlwe Training & Development (Kimberly)

(2009-04 - 2011-04)

• Managed the reception area and served as first point of contact for visitors and clients.
• Answered incoming calls, scheduled appointments, maintained confidential records, coordinated meetings and provided administrative support to management.
• Managed filing systems, contracts, and reports.
• Provided diary and administrative support to the Managing Director.

Sales Consultant - Cell C Waterfall Mall

(2007-01 - 2009-03)

• Managed office administration and front-desk operations.
• Coordinated training schedules and venue bookings.
• Maintained training records and documentation.
• Managed filing systems, contracts, and reports.
• Provided diary and administrative support to the Managing Director.

Senior Certificate - Johannesburg Polytech Institute (2006-12)