Charntell White-Stober

**Complex Issue Resolution:** Resolved complex issues for merchants across Africa, providing seamless online payment capabilities. Managed escalated cases efficiently, ensuring high levels of customer satisfaction and retention.

**Cross-Functional Collaboration:** Worked cross-functionally with various departments, including Product, BI, Sales, and Marketing, to deliver excellent user experiences and support Peach’s growth at scale.

**Training and Mentorship:** Trained new support agents and provided ongoing mentorship, sharing expertise and best practices to enhance team performance.

**Account Management:** Managed key accounts, building strong relationships with merchants, understanding their unique needs, and providing tailored solutions to ensure they maximize their investment in Peach Payments.

**Product Expertise:** Became a subject matter expert on Peach’s products, providing deep insights and support to users. Advocated for product optimizations based on user feedback.

**Process Improvement:** Drove initiatives and implemented process changes to scale support operations effectively. Identified areas for improvement and executed strategies to enhance operational efficiency.

**Data Analysis:** Utilized data to gain insights into user behavior and issues, creating action plans to address common problems and improve overall user experience.

**Achievements:**

- Successfully resolved numerous high-priority escalations, significantly improving customer satisfaction and retention rates.

- Played a pivotal role in training and onboarding new team members, contributing to a more knowledgeable and efficient support team.

- Implemented process changes that led to an increase in operational efficiency and faster resolution times for customer inquiries.

- Managed and strengthened relationships with key accounts, leading to increased merchant satisfaction and loyalty.

**Skills and Competencies:**

- Strong problem-solving abilities with a keen eye for detail.

- Excellent communication skills, both written and verbal, with a proven ability to develop trusted advisor relationships with clients.

- Highly organized and self-motivated, able to manage multiple projects and priorities effectively.

- Proficient in data analysis and deriving actionable insights from large datasets.

- Experience with CRM tools and data analysis platforms.

**Customer Onboarding and Support:** Extensive experience onboarding new customers, providing pre-sale support, and helping customers identify and achieve their goals.

**Strategic Planning and Execution:** Demonstrated ability to design and implement data-backed strategies to guide customers through their journey and ensure their success.

**Collaboration and Cross-Functional Projects:** Proven track record of working collaboratively on cross-functional projects to design creative solutions for customers' unique challenges.

**Product Knowledge and Consultation:** Deep understanding of Peach Payments' platform, products, and services, enabling effective consultation and problem-solving for customers.

• Meets or exceeds quality and productivity goals assigned by management, Demonstrates clear and polite written and oral communication, Escalates customer issues appropriately and correctly
• Demonstrates timely, accurate and professional customer service, Take ownership of emerging issues that impact customers and business parties, drive resolution, and recommend ways to prevent similar issues in the future, Make high judgement calls based on facts in order to achieve the most accurate resolution for customers and business parties experience, Serve as a first line of escalation resolution, Ensure that escalations are resolved to the satisfaction of all parties involved, Raise business visibility on escalations as necessary
• Handled customer inquiries and suggestions courteously and professionally.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Assisted lead teachers in daily classroom activities, ensuring a safe and engaging learning environment for children aged 3-5.
• Supported the development and implementation of lesson plans, fostering both educational and social development.
• Managed classroom materials, including preparation and organization of educational tools and resources.
• Supervised students during indoor and outdoor activities, promoting positive behavior and social interaction.
• Communicated effectively with parents and guardians, providing updates on student progress and addressing any concerns.
• Helped to assess student performance and development through observations and documentation.
• Implemented behavior management strategies to support a positive classroom environment.
• Assisted in the coordination of special events and educational field trips, enhancing the overall learning experience.
• Collaborated with teaching staff to ensure adherence to school policies and educational standards.

• Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
• Managed inventory control, cash control, and store opening and closing procedures.
• Assisted with hiring, training and mentoring new staff members.
• Completed point of sale opening and closing procedures.
• Improved customer satisfaction through staff training in customer service and product knowledge.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.

• Responsible for office stationery (Orders and Stock) and Petty cash, Oversight of cleaning staff to ensure a clean and safe office environment, Supplier and Vendor management, Office filing, Storage and Archiving, Accounts Administration – Processing of Invoices & Basic Debtors, Managing Email Correspondence and Telephonic Correspondence, Scheduling Appointments, Maintaining Attendance Register
• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Maintained computer and physical filing systems.

• Managing Staffing Duties, Drafting The Monthly Roster, Finalising the Payroll, Daily Banking and Cash Up, Petty Cash, Addressing Clients Queries, Stock Control – Receipting Stock Into The Store and Sending Stock Out of The Store, Personal Consultations With Clients, Processing Transactions, Overall Merchandising Within the Store, Maintaining Increased Sales Levels Within the Store, Monitoring and Maintaining Sale Performance of Sales Consultants

• Assisting Customers with Detailed Account Queries, Processing Sales Transactions, Daily Cash Up, House Keeping, Answering Calls and Transferring It Through To The Relevant Departments
• Reduced average call wait times through effective scheduling adjustments based on historical data analysis.
• Promoted a customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
• Enhanced customer satisfaction rates by consistently providing exceptional support and timely resolutions to issues.