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
Oracle
Remedy
Siebel
Salesforce
Call center experience
Data entry proficiency
Complaint handling
Strong work ethic
Client relationship building
Goal-oriented mindset
Escalation management
Technical aptitude
CRM software expertise
Service level agreements
Reporting and documentation
Customer service excellence
Time management
Multitasking
Teamwork skills
Microsoft office
Customer service
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 -