Aaqilah Majiet
Quality Analyst
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
1
1
Language
Work History
Quality Analyst
IGT Solutions
Cape Town, South African
09.2024 - Current
- Developed and maintained quality assurance procedure documentation.
- Analyzed quality and performance data to support operational decision-making.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Service Director
IGT Solutions
01.2024 - Current
- Providing assistance for agents when necessary
- Providing agents with relevant coaching
- Receiving escalation calls from agents
- Capturing relevant data of all calls received
Customer Service Representative
IGT Solutions
02.2023 - 12.2023
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
EOD Coordinator
Woolworths
09.2021 - 03.2023
- Reviewed documentation for accuracy and assessment of necessity.
- Identified areas of improvement within existing procedures, leading to the optimization of EOD coordination efforts.
- Maintained consistent follow-up on status of prior authorization requests.
- Promoted a positive work culture by fostering teamwork and encouraging open dialogue among colleagues involved in EOD coordination tasks.
Online Coordinator
Woolworths
06.2015 - 08.2021
- Maintained a comprehensive calendar of online events, ensuring seamless coordination between departments and stakeholders.
- Built strong relationships with external vendors, negotiating favorable terms for online services and tools used by the organization.
- Contributed to the development of an internal knowledge base, improving access to important information for all team members.
- Managed customer service inquiries and complaints for customer satisfaction.
- Analyzed customer feedback to identify areas of improvement in online shopping experience.
Education
High School Diploma -
Window High School
Cape Town, South Africa12.2013
Skills
Call Control
Timeline
Quality Analyst
IGT Solutions
09.2024 - Current
Service Director
IGT Solutions
01.2024 - Current
Customer Service Representative
IGT Solutions
02.2023 - 12.2023
EOD Coordinator
Woolworths
09.2021 - 03.2023
Online Coordinator
Woolworths
06.2015 - 08.2021
High School Diploma -
Window High School
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