Angelo Alexander
Technical Customer Service Represetative / AWS Cloud Practitioner
Cape Town,WC
Summary
AWS Certified Cloud Practitioner (with AWS Certified AI Practitioner in progress) and Billing Subject Matter Expert (SME) with 8+ years of experience spanning technical support, medical aid claims, and account management. Specialized in AWS billing optimization and cost management solutions, with expertise in multiple customer service platforms and software systems. Demonstrated track record of enhancing customer experiences through effective problem-solving, technical expertise, and attention to detail. Consistently delivers high-quality service through strong organizational skills, reliability, and deep understanding of cloud billing and customer service best practices.
Overview
14
14
years of professional experience
5
5
Certification
Work History
Technical Customer Service Associate & Billing SME
AWS (Amazon Web Services)
12.2017 - Current
- Serve as a Subject Matter Expert in AWS Billing and Cost Management
- Handle complex billing inquiries, cost optimization requests, and account management
- Manage account security, including securing user accounts and addressing compromised accounts
- Pioneered company's first AI response validation methodology, establishing rigorous fact-checking protocols for customer-facing AI systems
- Developed and implemented quality control framework resulting in 100% factual accuracy in AI-generated responses
- Led cross-functional initiative to create scalable validation process for AI content verification, significantly reducing misinformation risks.
- Established comprehensive evaluation metrics for both numerical and non-numerical AI-generated content
- Provide guidance on AWS cost optimization and billing best practices
- Offer solution-based approaches tailored to individual customer needs
- Participate in AWS In-communities program, sharing cloud computing knowledge with students
- Evaluate customer problems and provide logical, lasting solutions
Specialized Inhouse Service Consultant
Discovery
09.2016 - 10.2017
- Managed in-house medical aid schemes
- Processed claims and created tax certificates
- Handled customer inquiries and directed calls to appropriate departments
- Provided information about service procedures and expected timelines.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Discussed options with clients and determined appropriate plans.
- Documented payment details and personal information on customer accounts.
- Managed between 15 - 30 customer calls daily.
Call Center Associate & Acting Manager
WNS (British Gas Business campaign)
04.2014 - 08.2016
- Managed team performance metrics including hold times, ACW, and AHT
- Conducted team huddles and reported on team performance
- Ensured commitment and conformance to company standards
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
New Accounts Agent and Data Capturer
TFG (Foschini Group)
05.2013 - 04.2014
- Processed new account applications and conducted credit bureau checks
- Managed and updated customer databases
- Capturing up to 40 applications daily.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Conducted market analysis to pinpoint client needs, leading to tailored service offerings.
I.T Specialist and Expo Consultant
Chaos Computers
06.2012 - 12.2012
- Managed inventory and conducted product testing
- Provided customer support and maintained product knowledge
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Explained technical information in clear terms to promote better understanding for non-technical customers.
General Labor Worker
Zevenwacht Superspar
08.2011 - 06.2012
- Greeting and assisting customers
- Answering customer questions about products and store layout
- Directing customers to specific departments or items
- Assisting in different departments as needed
- Stocking shelves and maintaining inventory levels
- Organizing and arranging product displays
- Price tagging items
- Maintaining a safe shopping environment
Education
No Degree - Information Technology
Universal College Outcomes
Bellville, South Africa1 2012
High School Diploma -
Kleinvlei Secondary
Eersterivier, South Africa1 2009
Skills
- Experience with AWS cloud technologies
- AWS cost optimization
- AI Quality Assurance
- Content Validation
- Risk Management
- Process Development
- Quality Control Systems
- Proficient in MS Office Suite
- Windows support ticket management
- Analytical problem solving
- Collaborative team management
- Effective time management
- Skilled in troubleshooting challenges
Certification
- AWS Certified Cloud Practitioner
- AWS Billing Subject Matter Expert (SME)
- Google Digital Garage: The Fundamentals of Digital Marketing
Founderz - Microsoft: Agent Explorer Certificate
AWS Knowledge: Cloud Essentials
Accomplishments
- AWS Certified Cloud Practitioner certification
- Recognized AWS Billing Subject Matter Expert
- Pioneered AI response validation methodology that eliminated hallucination risks in customer-facing AI systems, achieving 100% factual accuracy and establishing new industry standard for AI quality control.
- Created automated AI workflows in Slack, reducing manual work and saving team time through streamlined communication and metrics reporting.
- Wrote the below AWS Knowledge Center Articles which has been published and is publicly available on the internet.
- Part of specialized AWS support team
- Received multiple top performer awards at different employers
- Got the opportunity to stand in as manager at WNS
- Active participant in AWS give back initiatives.
- https://repost.aws/knowledge-center/aws-account-single-payment
- https://repost.aws/knowledge-center/billing-wire-transfer-invoice
- https://repost.aws/knowledge-center/billing-payment-not-reflected
Personal Information
Languages
English
Upper Intermediate (B2)
B2
Afrikaans
Upper Intermediate (B2)
B2
Timeline
Technical Customer Service Associate & Billing SME
AWS (Amazon Web Services)
12.2017 - Current
Specialized Inhouse Service Consultant
Discovery
09.2016 - 10.2017
Call Center Associate & Acting Manager
WNS (British Gas Business campaign)
04.2014 - 08.2016
New Accounts Agent and Data Capturer
TFG (Foschini Group)
05.2013 - 04.2014
I.T Specialist and Expo Consultant
Chaos Computers
06.2012 - 12.2012
General Labor Worker
Zevenwacht Superspar
08.2011 - 06.2012
No Degree - Information Technology
Universal College Outcomes
High School Diploma -
Kleinvlei Secondary