Courtney Fortuin
Cape Town
Summary
Dynamic e-commerce call center professional with over 5 years of experience in managing escalations and enhancing operational processes. Proven track record in improving customer experiences through exceptional communication and de-escalation skills. Adept at adapting to diverse environments while maintaining integrity and driving team success. Aiming to leverage expertise to contribute positively in a challenging new role.
Overview
4
4
years of professional experience
Work History
SELLER SUPPORT SPECIALIST
Takealot Online (RF) (Pty) Ltd
Cape Town
01.2022 - Current
- Assisted sellers via phone and email, providing guidance on setting up online stores, loading products, creating shipments, booking deliveries, and escalating technical issues
- Managed Excel escalation sheets for Ageing, Promotions, and Seller General, fulfilling SME responsibilities
- Handled management escalations, ensuring timely resolution and effective communication
CUSTOMER SERVICE ASSOCIATE
Amazon.com
Cape Town
01.2021 - 01.2022
- Assisted customers with account, membership, and order concerns to ensure satisfaction
- Maintained performance metrics by accurately capturing account details and resolving issues within handling time
- Escalated issues to management only when necessary
SOCIAL MEDIA ADMINISTRATOR
Merchants SA
Cape Town
01.2021 - 12.2021
- Increased ratings through effective communication and timely escalation
- Achieved highest QA score by applying customer service, time management, and admin skills
- Cleared backlog and improved QA by coaching colleagues and using critical thinking and communication skills
Education
Higher Certificate - Criminal Justice
UNIVERSITY OF SOUTH AFRICA
07-2024
Matric Certificate -
WESTRIDGE HIGH
01.2015
Skills
- Attention to Detail
- Team Work
- Adaptability
- Active Listening
- Problem-Solving
- Computer Literacy
- Strong Work Ethic
- Strong Communication
- Critical Thinking
References
- Bianca Martin, Takealot Online (RF) (Pty) Ltd, Team Leader, 076 459 3675
- Kobus Pienaar, Amazon.com, Manager, 074 248 3839
- Merchants HR, Merchants SA, 011 575 2000
Timeline
SELLER SUPPORT SPECIALIST
Takealot Online (RF) (Pty) Ltd
01.2022 - Current
CUSTOMER SERVICE ASSOCIATE
Amazon.com
01.2021 - 01.2022
SOCIAL MEDIA ADMINISTRATOR
Merchants SA
01.2021 - 12.2021
Higher Certificate - Criminal Justice
UNIVERSITY OF SOUTH AFRICA
Matric Certificate -
WESTRIDGE HIGH