SAP BW
Desmond Sibiya
Business Analyst Profesional
Rossburgh
Summary
Dynamic Customer Operations Representative with a proven track record at CHEP, enhancing client satisfaction through effective complaint handling and CRM expertise. Skilled in relationship building and data management, I consistently exceed service expectations, driving improvements in customer retention and operational efficiency. Committed to delivering exceptional service in fast-paced environments.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Customer Operations Representative
CHEP
03.2016 - 12.2022
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on all concerns.
- Utilized CRM systems to update and manage customer information, enabling personalized service experiences for clients.
- Analyzed performance metrics regularly to identify areas needing improvement and implement strategic changes accordingly.
- Provide onsite support and administration to customers in the CNPD cluster portfolio across Gauteng province as well surrounding provinces.
- Attending management meetings and providing feedback.
- Participate in industry forums, client discussions, and conferences as a representative of the organization.
- Maintain a knowledge repository of clients, referrals, RFPs, prospects and presentations
Customer Service Consultant
Momentum Health
03.2011 - 06.2015
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Increased client retention through exceptional service and timely solutions to issues.
- Streamlined processes for quicker problem resolution, resulting in increased customer satisfaction rates.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
Education
OCI Cloud Infrastructure - Cloud Engineering
Oracle University
04.2001 -
OCI Foundations Data Science Associate - Data Science
Oracle University
04.2001 -
OCI AI Foundations Associate - Artificial Intelligence
Oracle University
04.2001 -
High School Diploma -
George Campbell Technical High School
04.2001 -
Skills
SAP
Software
Timeline
Customer Operations Representative
CHEP
03.2016 - 12.2022
Customer Service Consultant
Momentum Health
03.2011 - 06.2015
OCI Cloud Infrastructure - Cloud Engineering
Oracle University
04.2001 -
OCI Foundations Data Science Associate - Data Science
Oracle University
04.2001 -
OCI AI Foundations Associate - Artificial Intelligence
Oracle University
04.2001 -
High School Diploma -
George Campbell Technical High School
04.2001 -