Asheeka Sims
Cape Town
Summary
Experienced in troubleshooting complex problems and implementing effective solutions within high-pressure environments. Successfully processed high-volume customer escalations via various communication channels, demonstrating strong complaint resolution skills and stakeholder engagement. Led internal coaching and training sessions to foster team alignment and operational excellence, while maintaining meticulous attention to detail in database management. Proven adaptability in dynamic settings, reflecting a commitment to continuous improvement in service delivery.
Overview
9
9
years of professional experience
Work History
BackOffice Associate (APEX)
Amazon
Cape Town
05.2021 - Current
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Identified needs of customers promptly and efficiently.
- Conducted testing of software and systems to ensure quality and reliability.
- Processed high-volume customer escalations via calls, emails, and chat; resolved complex order, refund, and policy exception cases.
- Selected for leadership and disbursement queues, and the email pilot program, reflecting trust in handling sensitive and high-impact workflows.
- Served as Point of Contact (POC) from Dec 2022 to Jul 2023: facilitated communication between teams, coordinated outage handling, and ensured SLA compliance.
- Monitored agent activity and provided real-time support to team members, echoing real-time queue management practices.
- Conducted weekly coaching sessions, huddles, and refresher trainings to maintain operational excellence and team alignment.
- Addressed customer concerns on ban/unban-type queries, fraud, and CPR cases, indirectly supporting policy enforcement and community standards.
- Recognized for initiative in managing Check SIM Queue and reducing backlog with focused resolution work.
Webhelp
Seconded Recruitment Consultant
Cape Town
05.2020 - 05.2021
- Identified needs of internal customers promptly and efficiently.
- Updated and maintained databases with current information.
- Completed day-to-day duties accurately and efficiently.
- Delivered full-cycle recruitment and coordinated with managers to improve selection processes and candidate experience.
- Managed the onsite selection process, conducted interviews, and evaluated effectiveness of hiring strategies.
- Collaborated with internal teams and external recruitment agencies for talent acquisition support.
Customer Service Representative
Webhelp
Cape Town
10.2016 - 05.2020
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided accurate information about products and services to customers.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries via phone, email, and chat.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Education
High School Diploma -
Lenterguer Secondary High School
Cape Town, Mitchell's Plain 12-2014
Skills
- Real time Queue management
- Customer Service and complaint resolution
- Escalation handling and resolution
- Internal coaching and training
- Effective communication and collaboration
- Stakeholder engagement
- Attention to detail and time management
- Adaptability and high pressure performance
Timeline
BackOffice Associate (APEX)
Amazon
05.2021 - Current
Webhelp
Seconded Recruitment Consultant
05.2020 - 05.2021
Customer Service Representative
Webhelp
10.2016 - 05.2020
High School Diploma -
Lenterguer Secondary High School