Rudien Manuel

I am willing to learn and grow as much as I possibly can, I am energetic, I pay attention to detail and have a huge passion for technology, I am currently employed at a freight and courier company, my main tasks are, tracking and tracing down parcel’s, supplying clients with eta’s, I also assist with quotations arranging of collections and deliveries and making sure that cargo meets the deadline/booking supplied by the client, I do data capturing, and solving client queries, I have also assisted with planning and editing the company website, I am also managing the website data ,google analytics, search console and ad campaigns, I also manage the clock in system and the clock in system software. One of my daily tasks also include IT support where I assist computer users in the company with the operation/repair of computer systems and or other technological equipment, or technical assistance by installing, configuring, testing, and upgrading computer software and hardware, also one of my tasks includes managing the Samsung Knox program on the cell phones.

Lynx Freight & Courier Services

Customer Service Manager, IT support and Internal Sales

June 2019 – Present

Customer service Manager

• Led and mentored a team of customer service representatives,

fostering a positive and collaborative environment focused on exceeding customer expectations within a courier service setting.

• Developed and implemented customer service strategies,

procedures, and improved operational efficiency.

• Effectively managed and resolved escalated customer complaints and complex issues, ensuring timely and satisfactory resolutions while maintaining strong customer relationships.
• Monitored and analyzed customer service interactions across various channels (phone, email, chat) to ensure adherence to quality standards and identify areas for process improvement.
• Utilized CRM systems and other technologies to track customer interactions, generate performance reports, and identify trends to inform strategic decision-making.
• Collaborated cross-functionally with operations, sales, and other departments to ensure seamless service delivery and a consistent customer experience.
• Conducted regular training and coaching sessions to enhance team skills, product knowledge, and adherence to company policies and procedures.
• Analyzed customer feedback and data to identify key areas for improvement and implemented proactive measures to enhance service quality and prevent future issues.
• Managed team schedules and resources effectively to ensure optimal coverage and efficient handling of customer inquiries and support needs.
• Contributed to building and maintaining strong, long-term customer relationships through proactive communication and a customer-centric approach.

Quotations

• Assisting with proposed pricing for the services.

Data capturer

• Enters data into computer files. Data is then reviewed for accuracy and corrections are made. Ensuring that the tracking and proof of deliveries can be retrieved on the online system.

IT support & technician

• Providing the organization with information technology support to optimize operational efficiency. My duties include resolving technical issues, maintaining hardware and software installations, and improving IT systems. I also provide IT support to customers.
• Assisting computer users at the organization with the operation/repair of computer systems and other technological equipment, providing technical assistance to clients by installing, configuring, testing, and upgrading computer software and hardware.
• Managing Samsung Knox (MDM)

Timekeeper & CCTV

• Managing ZK Teco clock-in system.
• Monitoring and Managing of the CCTV system

Website Management

• Managing the company website (WordPress website) and website data
• google analytics,
• google ad campaign, and site acquisitions

SHAW ACADEMY / UPSKILLIST

2019 -PRESENT

• Web Development – Professional Diploma
• Digital Marketing & SEO – Professional Diploma
• Leadership & Management - Professional Diploma
• Coding & Technology - Professional Diploma
• Computer Science - Professional Diploma

COURSERA

May 2022 -PRESENT

• Google IT Support – Professional Certificate

Google

• Google Analytics Certificate

Microsoft Training

• Describe endpoint modernization, management concepts, and deployment options in Microsoft 365
• Describe collaboration solutions of Microsoft 365
• Describe productivity solutions of Microsoft 365
• What is Microsoft 365?
• Describe cloud service types
• Describe the benefits of using cloud services
• Describe cloud computing
• Write your first C# code
• Microsoft Azure Fundamentals: Describe cloud concepts

UDEMY 2019 -PRESENT

• Python Programming – Certificate
• CompTIA A+ (220 -1001)– Certificate