Elnorio Andre
Pretoria,Gauteng
Summary
I am an Angolan National, fully bilingual (proficient in both Portuguese and English) with 2 years experience as a dedicated Enterprise Learner Support Advisor managing corporate relationships and resolving complex issues to enhance the learning experience. I utilized Salesforce CRM to track client interactions and deliver timely support, ensuring compliance and ssatisfaction. I cultivated strong partnerships with corporate clients, proactively addressing needs and contributing to client retention.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Enterprise Learner Support Advisor
2U (GetSmarter)
Cape Town, Gauteng
03.2024 - 03.2026
- Utilized Salesforce CRM tools to track client interactions efficiently.
- Managed a high-volume case queue of inquiries from corporate learners, delivering timely and comprehensive support via various communication channels and an internal case management system.
- Served as the primary point of contact for learners and corporate sponsors, resolving a wide range of issues related to course access, technical challenges, assignment submissions, and grading inquiries.
- Provided expert guidance on course policies, academic guidelines, program timelines, and resubmission procedures to ensure learner compliance and a positive educational experience.
- Collaborated cross-functionally with Head Tutors, Student Success Advisors, and Technical Support teams to escalate and resolve complex issues, ensuring seamless support for learners.
- Cultivated strong relationships with corporate clients and sponsors, providing proactive updates and ensuring learner needs were met, which contributed to client satisfaction and retention. Additionally, led onboarding calls via Zoom to guide corporate learners and stakeholders through the online learning campus.
- Maintained meticulous records of all learner interactions and case details within the CRM system (e.g., Salesforce), ensuring data integrity and providing valuable insights for process enhancements.
- Initiated proactive communications with learners and sponsors regarding key course dates, policy changes, and system updates to minimize disruptions and support a smooth learning journey.
- Identified and reported recurring issues to drive the development of improved workflows and learner support resources.
- 2U is a global leader in education technology, partnering with universities to deliver online degree programs and short courses. Website: www.getsmarter.com
Data / WFM Analyst
Surgo BPO
Cape Town, Gauteng
08.2022 - 01.2024
- Analyzing workforce data to identify trends, patterns, and insights. Utilizing statistical methods and tools to draw meaningful conclusions from data. Interpreting data to inform workforce planning decisions and strategies across 3 Continents, 12 countries, 34 Markets, 4 omni channels handling 3.3 million interactions.
- Developing workforce forecasting models based on historical data and future business needs. Identifying potential risks and opportunities in workforce planning scenarios. Allocating human resources effectively to meet project deadlines and organizational goals.
- Creating dashboards and reports to communicate workforce metrics and insights to key stakeholders.
- Presenting complex data in a clear and understandable manner. Using data visualization techniques to highlight trends, anomalies, and areas for improvement. Leveraging advanced Excel skills, database querying, and data manipulation techniques to produce Power BI Dashboards.
- Being part of a team of analysts responsible for workforce planning and analysis.
- Collaborating cross-functionally with HR, finance, operations, and other departments to drive alignment and integration of workforce planning efforts.
- Surgo BPO is a business process outsourcing company that provides customer support and workforce management solutions. Website: www.surgobpo.com
Customer Support Team Lead
Surgo BPO
Cape Town, Gauteng
08.2021 - 08.2022
- Spearheaded a customer support team, optimizing their performance and ensuring excellence in service delivery.
- Implemented effective support strategies, enhancing agent capability to exceed customer expectations.
- Conducted regular performance evaluations, delivering insightful reports to executive management.
- Fostered professional growth through targeted coaching, addressing individual challenges and promoting necessary skill advancement.
- Surgo BPO is a business process outsourcing company that provides customer support and workforce management solutions. Website: www.surgobpo.com
Customer Support Specialist
Surgo BPO
Cape Town, Gauteng
05.2016 - 08.2022
- As a Customer Support Specialist, I provided prompt and accurate responses to customer inquiries across multiple channels in various languages, but mainly English and Portuguese, constantly adhering to SLA guidelines.
- Assisted a diverse E-hailing userbase, including riders, drivers, fleet owners, scooter riders, Bolt Business riders with comprehensive product support.
- Managed and expedited High Priority cases, ensuring timely and effective resolutions for critical customer concerns and situations.
- Furthermore, assisted Bolt Food userbase, including eaters, delivery drivers and restaurants with comprehensive product support.
- Troubleshot and resolved technical issues, ensuring a seamless customer experience.
- Diligently assessed customer needs, driving satisfaction through personalized and efficient problem-solving.
- Surgo BPO is a business process outsourcing company that provides customer support and workforce management solutions. Website: www.surgobpo.com
Education
Microsoft Power BI Course Certificate -
The Training Centre
01-2023
National Diploma: Management Sciences -
Tshwane University of Technology
01-2012
Sage Pastel Accounting Certificate - Introduction to PC
Academy of Learning
01-2012
Matric (Grade 12) -
Jakob Marengo High School
01-2010
Certificate of Higher Education - MBA
London School of Economics and Political Science
London, UKSkills
- Client engagement
- Time management
- Teamwork and collaboration
- Adaptability and flexibility
- Data Visualization
- Dashboards
- Power BI
- Excel
- Data Analysis
- Service Level Agreement Adherence
- Salesforce CRM
- Written and verbal communication
- Attention to Detail
- Relationship Management
- People Management
- Workload management
- Proactive client advising
- Customer relationship management software
- Salesforce proficiency
Languages
English
Portuguese
Cover Letter
Dear Hiring Manager,
With a unique blend of skills cultivated over a decade of professional experience, I am confident I possess the qualifications you are looking for. My career journey has taken me from a customer service team leader to a Power BI Data Analyst, and most recently, an Enterprise Learner Support Advisor at 2U (GetSmarter & edX).
In my current role, I specialize in providing comprehensive support to corporate learners, resolving complex technical issues, helping them remain engaged and successfully progress through their courses, and ultimately fostering strong client relationships. This work is supported by my analytical mindset, honed during my time as a data analyst, and a deep-seated commitment to service excellence from my years in customer service leadership.
I am a versatile professional with a proven ability to manage complex challenges, collaborate effectively, and deliver results. I have attached my CV for your review and welcome the opportunity to discuss how my experience can benefit your organization.
I am available via call or WhatsApp on +27 78 714 8256, and Email on: elnorioandre1993@gmail.com
Thank you for your time.
Sincerely,
Elnorio Andre
Websites, Portfolios and Profiles
https://bold.pro/my/elnorio%2Dandre/447r
Hobbies and Interests
- Family
- Music
- Football
- Movies / Series
Timeline
Enterprise Learner Support Advisor
2U (GetSmarter)
03.2024 - 03.2026
Data / WFM Analyst
Surgo BPO
08.2022 - 01.2024
Customer Support Team Lead
Surgo BPO
08.2021 - 08.2022
Customer Support Specialist
Surgo BPO
05.2016 - 08.2022
Microsoft Power BI Course Certificate -
The Training Centre
National Diploma: Management Sciences -
Tshwane University of Technology
Sage Pastel Accounting Certificate - Introduction to PC
Academy of Learning
Matric (Grade 12) -
Jakob Marengo High School
Certificate of Higher Education - MBA
London School of Economics and Political Science