Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic
Desmond Sibiya

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

SAP BW

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 -
Desmond SibiyaBusiness Analyst Profesional