Jadie Van der Merwe
Cape Town
Summary
Experienced with coordinating client bookings and managing schedules efficiently. Utilizes strong negotiation and organizational skills to secure optimal outcomes for clients. Track record of maintaining client satisfaction through effective communication and problem-solving abilities.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Booking Agent
LekkeSlaap
05.2024 - Current
- Supporting guests and establishments with enquiries
- Maintaining strong relationships with guests and establishments
- Communicating procedures and policies clearly and effectively
- Assisting with the booking process
- Resolving problems and handling queries in a timely manner
KYC Verification Specialist
DigiOutsource
Cape Town
01.2021 - 04.2024
- Advance document reviews
- Identifying and reporting tampered documents
- Risk mitigation
- Assisting with shift related admin and reporting such as head count vs workload, SLA’s, licensing and performance reporting
- Assisting with various projects such as GDPR, compliance and assisting with process flows.
- Demonstrated excellent attention to detail while handling sensitive client information, ensuring confidentiality at all times.
- Maintained a high level of professionalism when interacting with external parties during the verification process.
- Verified client information by analyzing existing evidence on file.
- Provided clear explanations of complex processes to clients, ensuring their understanding and satisfaction with our services.
Risk Agent, Responsible Gaming
DigiOutsource
01.2019 - 01.2021
- Risk mitigation
- Advance document reviews
- Responsible gaming reviews
- Outbound calls and inbound calls
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Assistant and Promoter
INTO TOUCH & Healthy Brands
01.2014 - 01.2018
- Promotions and sales
- Stocktakes and HQ feedbacks
- Coordination, team registration, set-ups and score keeping
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
Education
BPSYCH (Honours) - Counseling Psychology
Pearson Institution of Higher Education
Cape Town 01.2018
Matric -
Brackenfell High School
01.2012
Skills
- Problem solving & quick thinking
- Communication & adaptability
- Detail oriented
- Time management and organizational skills
- Analytical thinking with a focus on customer experience
References
Aisha, Team Leader, +27 83 304 1434, Day Team
Deen, Service Manager, +27 76 220 0856
Accomplishments
- Exceptionally High Quality Assurance Score: maintaining an QA above 95%
- Member of High Performance Team: being promoted to the verification department’s high performance team and retaining position for 12 months
- Promotion to 2IC: an unofficial position of leadership within a team that assists the team leader with managing the team in their absence and assisting with admin.
- Top 5 performers in department: regarding KPI and performance.
Timeline
Booking Agent
LekkeSlaap
05.2024 - Current
KYC Verification Specialist
DigiOutsource
01.2021 - 04.2024
Risk Agent, Responsible Gaming
DigiOutsource
01.2019 - 01.2021
Assistant and Promoter
INTO TOUCH & Healthy Brands
01.2014 - 01.2018
BPSYCH (Honours) - Counseling Psychology
Pearson Institution of Higher Education
Matric -
Brackenfell High School