Shamiel Cassiem

By nature, I am a resourceful and proactive individual who strives to produce results of the highest standard. I am a hardworking individual who can adapt to any working environment in a team or working independently. I am patient and able to handle stressful situations.

Known for a proactive approach, attention to detail, and a collaborative Mindset. I bring a strong sense of responsibility and a positive attitude to every task, consistently striving to contribute to team success and organizational goals. Eager to take on new challenges and continuously develop both personally and professionally.

Quality Analyst - EXL Services South Africa

(2026-01)

• Conduct quality audits on customer interaction
• Evaluate agent performance against quality standards, compliance and client requirement
• Provide detailed feedback and coaching to improve agent performance
• Daily, weekly and monthly quality reports
• Perform hygiene audits and insure adherence to company policies and procedures
• Facilitate calibration sessions to insure consistency
• Support continuous improvement initiatives to enchance customer satisfaction and operational efficiency

Customer Services Representative - EXL Services South Africa

(2023-04 - 2025-12)

• Answering of inbound calls
• Sending emails
• Assisting with queries and payments
• Customer service / Admin

Office assistant / CEMIS: Assistant - Belmor Primary School

(2018-09 - 2020-03)

Voluntary Work

• Photocopying, faxing and filing
• Data capturing, reports and learner admissions
• Communication and substitute teaching
• Captured new learners on the system
• Updated class list to control learner totals
• Created classes for each grade and placed learners in correct classes
• Gathered information to assist to complete snap and annual surveys

Outbound Warehouse Clerk - Pick n Pay Distribution Centre

(2014-03 - 2014-07)

Vericon (Agency)

• Auditing stock before it leaves the warehouse for store deliveries
• Capturing of all data
• Filing and admin work
• Using SAP
• Issuing of seals and freight list to drivers
• Sending reports

Grade 12 - Portland High School (2019)