Receptionist - Salon Manager at Charity's Hair Salon (2014-03 – 2018-10)
Managed salon operations including client appointments and phone communications
- Registered and scheduled client appointments efficiently.
- Managed incoming phone calls in accordance with salon policies, ensuring excellent communication.
- Directed customers by maintaining schedules and optimising appointment management.
Customer Service Advisor – Travel Campaign at WEBHELP (2018-10 – 2020-10)
Handled customer inquiries and coordinated travel bookings
- Handled incoming calls and customer emails, delivering product and service information proactively.
- Resolved complaints and escalated complex issues to supervisors for specialised resolution.
- Coordinated the booking of flights and holiday packages for clients, ensuring a seamless experience.
Customer Service Floor Support – Delivery Campaign at WEBHELP (2020-10 – 2021-06)
Provided support to advisors and managed escalations
- Supported advisors with guidance, feedback, and in-depth product knowledge.
- Managed call escalations and reinforced call etiquette to maintain professionalism.
- Provided coaching and evaluated performance to ensure high service quality and compliance.
Team Manager at WEBHELP (2021-06 – 2021-09)
Led a team of 15 advisors focusing on performance management and quality assurance
- Led a team of 15 advisors, inspiring motivation and providing guidance to achieve service goals.
- Monitored performance, delivered coaching, and implemented improvement plans to enhance team effectiveness.
- Managed schedules meticulously to ensure optimal staffing levels during peak periods.
- Conducted training for new hires and provided ongoing coaching for existing team members, enhancing their skill sets.
- Oversaw quality assurance, conducted call monitoring, and ensured compliance with company standards.
- Resolved complex customer issues by utilising advanced problem-solving skills and escalating when necessary.
- Analysed performance metrics to drive efficiency and customer satisfaction, focusing on continuous improvement.
- Prepared KPI and improvement reports for senior management to inform strategic decisions.
Customer Service Executive - Logistics at AnyVan (2021-09 – 2022-10)
Handled customer complaints and inquiries with focus on timely resolutions
- Handled customer complaints as a first responder, ensuring timely and satisfactory resolutions.
- Managed customer enquiries via phone, email, and escalated situations to the customer care department when necessary.
- Recognised as a top performer, consistently achieving high customer satisfaction through attentiveness and dedication.
Health Professional Specialist at Discovery Health LTD (2022-10 – 2023-10)
Processed medical claims and verified patient benefits for healthcare professionals
- Collaborated with healthcare professionals to process medical procedure claims, ensuring accurate and timely reimbursement.
- Assisted healthcare professionals with verifying patient medical aid benefits and coverage to support informed treatment decisions.
Customer Service Team Leader at Fashion Eyewear (2024-03 – Present)
Led remote customer support team for international eyewear retailer managing complex inquiries
- Led a remote customer support team for an international eyewear retailer, managing complex enquiries related to orders, shipping, prescriptions, and product selection.
- Oversaw and effectively resolved high-priority escalations, warranty claims, product defects, and return issues by coordinating with internal teams and suppliers to ensure timely and satisfactory resolutions.
- Advised customers on eyewear frames, lens packages, and sizing, enhancing online purchasing confidence and maintaining a premium brand experience.
- Mentored and trained new customer service agents, developing onboarding materials and sharing best practices to uphold service standards.
- Consistently delivered professional, empathetic, and solution-focused communication, contributing to high customer satisfaction and brand loyalty.
