Auriol Millicent Van Rooyen
Blue Downs
Summary
Personable Customer Service Representative skilled in establishing rapport with clients and maintaining customer satisfaction. Contributed to operational efficiency and user satisfaction through effective troubleshooting and problem-solving. Demonstrated commitment to cultivating partnerships and supporting company success.
Overview
3
3
years of post-secondary education
14
14
years of professional experience
Work History
Service Desk Operator
University of Stellenbosch
09.2021 - Current
- Provided technical support to customers by responding promptly and accurately to inquiries.
- Coordinated customer service operations and provided technical support to callers.
- Resolved customer inquiries, complaints, and issues in a timely manner to enhance satisfaction.
- Managed escalated calls by professionally addressing customer dissatisfaction and ensuring effective resolution.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed incoming service requests from students and staff effectively.
- Provided technical support for software and hardware issues promptly.
- Performed remote desktop support to assist users with technical issues. via phone or other remote access tools.
- Resolved user-reported incidents within agreed SLAs.
- Assisted users in navigating university systems and online resources seamlessly.
- Documented and tracked incidents using the university's support ticketing system.
- Capturing new requests and finalizing self-help requests on the service desk system.
- Maintenance enquiries and complaints: providing assistance by following up with internal and external parties and or escalating it to the relevant department.
- Prioritizing tasks and communicating with the team regarding backlog requests and how each member will attend to it to resolve tasks speedily
- Provided feedback to staff members regarding their performance in responding to customers' needs.
- Facilitated communication among customers, managers, and stakeholders to ensure clarity and prompt service delivery.
- Trained new staff on service desk procedures and customer service standards.
- Maintained accurate records of user interactions and service resolutions diligently.
- Resolved user-reported incidents within agreed SLAs.
Administration Assistant
University of Stellenbosch
04.2019 - 12.2019
- Collected and recorded data systematically
- Assisted with Planon by logging maintenance and non-maintenance work requests to ensure timely resolution.
- Provided administrative support to management team.
- Coordinated scheduling and logistics for faculty meetings and events.
- Facilitated communication between departments and external stakeholders.
- Welcomed visitors at front desk, providing assistance and information. in a courteous manner and directed them to the appropriate staff.
- Managed the scheduling of maintenance requests, ensuring timely responses. and service requests for facilities
- Regularly updated contact lists with current information to maintain accurate records. with current information.
Event Assistant
Amanzi Blue Event Solutions
01.2017 - 03.2019
- Assisted clients with merchandise distribution and provided support to supervisor for event operations.
- Conducted registration for events, ensuring accurate attendee information was collected., assisting/ directing Customers and clients
- Coordinated with stakeholders to ensure all necessary elements were present for successful event execution.
- Supported the setup and breakdown of event spaces efficiently.
- Collaborated with team members to develop event timelines and schedules.
- Facilitated on-site support during events to ensure smooth operations.
- Maintained attendance records for each event to facilitate accurate reporting and analysis.
- Directed clients to ensure they were informed about event logistics. to ensure smooth event participation.
- Responded to client inquiries, providing information and assistance as needed.
- Developed marketing strategies to increase awareness about upcoming events and promotions.
- Addressed client inquiries, delivering information and support.
- Maintained inventory of event supplies and equipment for future use.
Store Assistant
American Swiss
01.2013 - 12.2013
- Assisting customers, stock take, Restocked shelves with merchandise to maintain product availability.
- Engaged positively with each customer, providing professional, and polite support for sales and service needs.
- Assisted customers in finding desired products throughout the store.
- Provided product information to customers, enhancing their shopping experience.
- Handled customer inquiries and resolved issues to ensure satisfaction.
- Maintained cleanliness of sales floor and backroom areas.
- Maintained store displays and organized merchandise for attractive presentation.
- Collaborated with team members to achieve daily sales goals and improve service.
- Stocked shelves with merchandise to ensure product availability, organized displays, and rotated merchandise for freshness.
- Used knowledge of store items to advise or make product recommendations to customers.
- Located parts or products using computerized inventory system.
- Processed customer payments using cash register and credit card machines.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Categorized merchandise to streamline shopping experience for customers. to facilitate customer navigation in the store.
Education
Facilities Management Introductory Course - Facilities Management
University of Cape Town
Cape Town 01.2024 - 09.2024
N4-N6 - Information Processing, Computer Practice, Office Practice, Communication
Boland College Stellenbosch
Cape Town 07.2017 - 07.2018
N4-N6 - Travel Office Procedures, Tourism Communication, Travel Destinations, Travel Services
Boland College Stellenbosch
Cape Town 12.2013 - 07.2015
High School -
Malibu High School
Cape Town Skills
- Service desk operations
- Incident Management
- Technical support
- Ticketing systems
- Service Level Agreements
- Client management
- Client relationship management
- Service desk support
- System troubleshooting
- Reporting and analysis
- Team Management
- Team collaboration
- Problem solving
- Escalation management
- Customer relationship management
- Multitasking Abilities
- Adaptability to change
- Effective communication
- Conflict resolution
- Multitasking Abilities
- Conflict resolution
Health
Excellent
Disclaimer
I solemnly declare that the above information in all respects are correct. Official documents are available on request.
Dependence - Child
Excellent
Personal Information
Excellent
Languages
English, Afrikaans
Timeline
Facilities Management Introductory Course - Facilities Management
University of Cape Town
01.2024 - 09.2024
Service Desk Operator
University of Stellenbosch
09.2021 - Current
Administration Assistant
University of Stellenbosch
04.2019 - 12.2019
N4-N6 - Information Processing, Computer Practice, Office Practice, Communication
Boland College Stellenbosch
07.2017 - 07.2018
Event Assistant
Amanzi Blue Event Solutions
01.2017 - 03.2019
N4-N6 - Travel Office Procedures, Tourism Communication, Travel Destinations, Travel Services
Boland College Stellenbosch
12.2013 - 07.2015
Store Assistant
American Swiss
01.2013 - 12.2013
High School -
Malibu High School