Alderay Smitsdorff
Human Recourses
Cape Town
Summary
I am bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, excellent support skills in a team and independently and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
24
24
years of post-secondary education
2
2
Languages
Work History
CSNA Assoc Communities VCS (L2)
Amazon
Cape Town (remote)
01.2021 - Current
- Moderate All Skills within department, Handle Customer Emails, Troubleshoot Skills, Navigating between different systems, Follow department guidelines to accurately finish tasks
- Cultivated interpersonal skills by building positive relationships with others.
- Improved response times for reported issues by streamlining moderator workflows and optimizing communication channels with users.
- Established clear lines of communication with users by actively participating in discussions, soliciting feedback, and demonstrating genuine appreciation for their contributions to the community.
- Maintained a positive and inclusive online environment by enforcing community guidelines and addressing inappropriate behavior.
- Ensured consistent adherence to established guidelines by regularly reviewing moderator performance and providing constructive feedback as needed.
- Participated in ongoing professional development opportunities to remain current on industry best practices in digital communities management.
- Safeguarded user privacy by maintaining strict confidentiality protocols when handling sensitive information during moderation tasks.
- Maximized efficiency in moderation efforts through data-driven decision-making processes informed by key performance metrics.
CSNA Training Assistant (A)
Amazon
Cape Town (remote)
09.2021 - 12.2021
- Ask for responsibilities and take initiative, Patience is key, Be flexible and open to learning, Remember to be toward when dealing with New Hires, Assist New Hire class with system set up, Update SIM with attendance daily, Keep track of or log how long it takes everyone to set up their devices, Assist with Chime and Email set up, Assist with logging in to KNet, Assign Knet curriculums and micro mods when and where required, Assist with Knet issues; marking progress as complete when system does not register completion, Assist new hires with setting up badge photos – trouble ticketing, Send daily aux report to New Hire class (including time logged on, break times, lunch time & personal time), Have discussions and send follow up email to New Hires regarding incorrect/late aux punching, Manage all technical queries from group – if query can't be resolved, they have the link to contact the VOTS team, Answer any technical queries during class time – including recap time (for example, audio issues, Chime), Work with the Trainer to arrange a catch-up plan if there were any days or hours missed, Prepare and present recaps when necessary, Role plays, Simulator practice, Rover when contacts are handled by class, Based on mining done by rovers, you will conduct coaching on contacts and behavior alongside the trainer that you are supporting, Assist with getting any late starters set up (devices, Chime, KNet, Softphone, etc), Daily attendance roll call and update on documentation, Conduct one-on-ones with New Hires, Track and update online lesson progress – STU to be had with any outliers, Adhoc admin, Rover during nesting, Providing feedback and coaching to New Hires during nesting (contact mining included)
- Facilitated team-building exercises that fostered collaboration and communication among department members.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Monitored participant workflow and behaviors throughout training process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
CSUK Assoc Dig, CS TechSupp Ops (L2)
Amazon
Cape Town (remote)
03.2020 - 01.2021
- Retail contact handling, Resolving customer facing issues, Resolve customer complaints via email and chat channels, Verify account information over chat, Manage customer accounts, Assist with placement of orders, refunds and exchanges, Customer education, Handle warranty queries, Handle product recalls, Digital Tech Support, Amazon Photos, Amazon Drive, Kindle, Echo Support, Amazon Music, Prime Video, CAP, Games and Software, Fire TV, Fire Phone and Retail
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Customer Service Representative
PG Glass
Cape Town (remote)
02.2011 - 02.2020
- Managing counter sales both face to face and over the phone, Interpersonal and soft skills, Telephone and Email Etiquette, Handle complaints and inquiries, Communication skills, written and verbal on every level, Processing of insurance claims, Sourcing new business, Completing vehicle inspections on behalf of insurance companies, First point of contact at fitment center, Follow ups and general client liaison, Administrative support, Ensuring that data systems claims are up to date and actioned, Processing invoices, quotes, and orders, Managing cash flow and banking, Monitoring online data systems to ensure efficiency for both clients and business, Completing pre and post vehicle inspections, checking the quality of workmanship, Scanning, storing, uploading, organizing, recording, capturing confidential documents in a systematic manner at all times, Evaluating and problem solving skills, Stock control and management, Financial Administrative duties, (reports, credits, filing), Problem solving and reporting, New hire training, Supervising fitment center staff and office, Assist with disciplinary proceedings, Systems coaching, Performance reviews
Education
Diploma in Human Resource Management (Qualificatio - Diploma in Human Resource Management
Boston City Campus
Cape Town 08.2022 - Current
Moderation: Unit Standard 115759 - Conduct Moderation of Outcomes-based Assessments - 10 Credits At NQF Level 6 - Moderation: Unit Standard 115759
PMADS Holdings (Pty) Ltd
Cape Town 01.2018 - 12.2018
Facilitator - Facilitator
PMADS Holdings (Pty) Ltd
Cape Town 01.2018 - 12.2024
Registered Assessor with the Wholesale & Retail Sector Education Training Authority. Unit Standard 115753 - Conduct outcomes-based assessment - 15 credits at NQF level 5 - Assessor Unit Standard 115753 - Conduct Outcomes
PMADS Holdings (Pty) Ltd
Cape Town 01.2024 - 01.2018
Generic Management NQF 4 – Retail & Wholesale Management - Generic Management NQF 4 – NLRD 63333
Gemini Training
Cape Town 04.2001 - 10.2016
High School Diploma -
Portland Secondary School
Cape Town 01.2005 - 12.2009
Skills
Motivational Techniques
Employee Onboarding
Optimizing training effectiveness
Training facilitation
Feedback Analysis
Complaint resolution
Report Generation
Payment Processing
Problem-Solving
Analytical and Critical Thinking
Personal Information
- Age: 35
- Nationality: South African
- Marital Status: Married
References
- Antoinette Britz, Branch Manager, 082 788 5449, abritz@pg.co.za
- Aqeel Abdurahman, abdaqeel@amazon.com
Timeline
Registered Assessor with the Wholesale & Retail Sector Education Training Authority. Unit Standard 115753 - Conduct outcomes-based assessment - 15 credits at NQF level 5 - Assessor Unit Standard 115753 - Conduct Outcomes
PMADS Holdings (Pty) Ltd
01.2024 - 01.2018
Diploma in Human Resource Management (Qualificatio - Diploma in Human Resource Management
Boston City Campus
08.2022 - Current
CSNA Training Assistant (A)
Amazon
09.2021 - 12.2021
CSNA Assoc Communities VCS (L2)
Amazon
01.2021 - Current
CSUK Assoc Dig, CS TechSupp Ops (L2)
Amazon
03.2020 - 01.2021
Moderation: Unit Standard 115759 - Conduct Moderation of Outcomes-based Assessments - 10 Credits At NQF Level 6 - Moderation: Unit Standard 115759
PMADS Holdings (Pty) Ltd
01.2018 - 12.2018
Facilitator - Facilitator
PMADS Holdings (Pty) Ltd
01.2018 - 12.2024
Customer Service Representative
PG Glass
02.2011 - 02.2020
High School Diploma -
Portland Secondary School
01.2005 - 12.2009
Generic Management NQF 4 – Retail & Wholesale Management - Generic Management NQF 4 – NLRD 63333
Gemini Training
04.2001 - 10.2016