Roxanne Afrika

With extensive experience in both the administrative, banking and customer service industry, I aim to grow within my field by adapting easily by applying a positive and can-do attitude to every task. I believe that my strong leadership and communication skills will contribute to both team and client satisfaction. I am a hard worker with a lot to offer. I enjoy challenges and am open minded to new tasks. I am a team player and learn well from others as well as share my knowledge.

Administrator. Service Recovery Administrator. - FIRST NATIONAL BANK

(2022-09)

• Screening calls to ensure compliance, identifying and escalating where coaching is needed.
• Logging compliments and complaints
• KYC and service recovery.
• Assisting new staff with how to complete tasks and workbook.
• Extracting and analyzing data.
• Load coaching for advisors when needed.
• Calling clients when needed.
• Weekly/monthly submitting of reports and presenting when needed.
• Quality Assurer.
• Chat OSTY.

Customer service administrator - Taxify south africa

(2017-03 - 2019-03)

• Customer service support via email (Zendesk and Intercom) assisted with fare adjustments, calculating accurate charges and refunds.
• Assisting with technical calls on the outbound lines.
• Training of new recruits.
• Assisting with walk in clients, driver and customer complaints.
• Social media administrator.

Customer service administrator - Uber sa

(2016-01 - 2017-03)

• Assisted with document approval and lost item tracking.
• Transaction queries, trip and fare review and fraud investigations.
• Lost item tracking, signing up process, trip reconciliation Uber4business support, UberEATS support, Uber Events.
• Resolving driver and rider disputes.
• Customer service and recruit training.
• Process and comms development.
• Social media administrator (Uber SA, Kenya, Nigeria, Ghana, Tanzania and Uganda)

Secretary/Receptionist - Stratostaff/addeco

(2015-11 - 2016-01)

• Switchboard, Reviewing CV's, typing of minutes and assisting with general office administration.

Telesales/Customer service consultant - SASBO FINANCE UNION

(2012-05 - 2014-12)

• Explaining the role, the Union plays in the work environment.
• Answering service-related questions.
• Contacting banks to sign up non-members.
• Assisting clients with completing their applications.
• Filing.

Matric - Fred Norman Secondary (2009)