Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jay-Cameron Ward

Johannesburg

Summary

Dynamic professional with extensive experience at Arise Gaming, excelling in technical support and data analysis. Proven track record of enhancing customer satisfaction and compliance with policies. Adept at resolving complex issues while leading teams to exceed performance metrics. Strong communicator and strategic thinker, committed to delivering exceptional service and driving program improvements.

Overview

18
18
years of professional experience

Work History

Social Support Specialist

Arise Gaming
Johannesburg
08.2023 - Current
  • Providing excellent customer service by communicating clearly and following up with self-help information, such as articles, while working scheduled shifts that can vary at any time throughout the week.
  • Understand and explain the steps needed to resolve customer issues.
  • Staying up to date with policies and procedures that align with the client's brands and games.
  • Adhering to best practices and the scope of engagements.
  • Meeting and exceeding client expectations, which include first response time, response rate, app review ratings, ticket handling time, tickets per hour, quality, and customer satisfaction scores.
  • Provided technical support for gaming software and hardware issues.

Customer Service Team Lead

Arise Gaming
02.2022 - 08.2023
  • Bi-weekly meetings with my team members, sometimes weekly depending on the importance of the information that needs to be addressed.
  • Daily audits to investigate and analyze the team's work throughout the previous days/weeks to ensure that they are keeping up with the required KPIs.
  • Training and Team meetings are held biweekly to address attendance, engagement, and training related materials.
  • Quality Assurance audits are completed weekly to ensure that quality is upheld within my team.
  • Daily monitoring of internal Q&A channel for any questions regarding processes or procedures when assistance is needed.
  • Assist daily with requests to dropping of shifts, calling out, or making changes to schedules as well as Managing daily timecard corrections that are submitted by teams needs to be corrected to ensure all hours are correctly tracked.
  • Weekly meeting with Customer Support Manager to discuss teams performance, as well as weekly meeting with other Support Service members to deliver project updates, team improvement plans as well as any client call-outs for management and their teams.
  • Weekly meetings with clients to ensure that all policies and procedures are calibrated as well as to receive any updates on forthcoming events or expected volume from differing platforms.

Player Account Manager aka VIP support

Officium Labs
Johannesburg
09.2021 - 02.2022
  • As a VIP Customer Support Specialist, I provide personalized assistance and prioritize VIP clients' needs.
  • My role involves resolving issues promptly, managing relationships, handling special requests, and contributing to program enhancements.
  • Analyzed gameplay data to enhance player performance and engagement.
  • Provided instructional guidance for new players on how to use game features properly.
  • Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
  • Analyzed client data and identified opportunities for growth.
  • Onboarded new team members to integrate into the organization.

Senior Customer Support Representative

5CA
Johannesburg
01.2020 - 08.2021
  • As a Customer Support Specialist, I am responsible for providing timely and effective assistance to customers, addressing their inquiries, resolving issues, and ensuring a positive experience.
  • My role involves communicating with customers through various channels, and collaborating with internal teams to deliver excellent service.
  • Trained new customer service representatives on product knowledge and customer service techniques.
  • Advised the management team on best practices for handling challenging customer situations.
  • Identified trends in complaints and requests by analyzing past incidents and developing solutions accordingly.
  • Provided high-level customer service to resolve escalated customer inquiries.

Generator Electrical Technician and Team Lead/Site Supervisor

Projects and Turnkey Solutions
01.2015 - 12.2019
  • As an Electrical Generator Installation Technician, I'm responsible for installing and repairing electrical generator systems for various clients.
  • This involves ensuring safe installations, troubleshooting electrical issues, and providing technical support.
  • Diagnosed and repaired electrical faults in equipment and machinery.
  • Trained junior technicians on best practices in electrical maintenance procedures.
  • Ensured that all work was completed in compliance with industry standards and regulations.
  • Conducted performance tests on newly installed equipment to ensure optimal operation.
  • Installed and maintained electrical systems in various projects.

Assistant Real Estate Agent

RE/Max Central Sandton
Johannesburg
02.2012 - 12.2014
  • As an Assistant Real Estate Agent, I support the daily operations of the team, aiding in property transactions, client interactions, marketing, and administrative tasks.
  • Collaborated with mortgage brokers and other professionals to streamline processes.
  • Showed residential properties and explained features, value and benefits of available homes.
  • Performed administrative duties such as preparing paperwork for listing presentations, tracking sales data and updating internal databases.
  • Generated leads through networking activities such as cold calls and referrals from past clients.
  • Conducted property inspections to ensure compliance with applicable regulations and standards.
  • Established key business relationships within industry by using responsiveness, efficiency and deep knowledge of thereal estate industry.

Sales Consultant

Vodacom
02.2010 - 01.2012
  • Actively engage with customers to understand their needs and recommend suitable mobile phones, accessories, plans, and services.
  • Meet and exceed individual sales targets and store goals.
  • Engaged customers to understand their needs and recommend suitable products.
  • Resolved customer inquiries and issues promptly to ensure positive experiences.
  • Provided detailed product information to customers, including features, prices, and availability.
  • Conducted market research to identify selling possibilities and evaluated customer needs actively.
  • Replenished and arranged items to maintain appearance.
  • Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.

Security Technician

Advanced Security Technologies
East London
01.2008 - 11.2009
  • Installed security systems in residential and commercial properties.
  • Troubleshot and repaired malfunctioning security equipment promptly.
  • Maintained detailed records of service calls and installations performed.
  • Installed and repaired enterprise access controls, analog, digital CCTV and network configurations.
  • Installed, tested and serviced alarm systems to determine correction functionality.

Education

High School -

Selborne College Boys High School
East London
01.2007

Skills

  • Technical support
  • Policy compliance
  • Data analysis
  • Coaching and mentoring
  • Employee evaluation
  • Quality improvement

Timeline

Social Support Specialist

Arise Gaming
08.2023 - Current

Customer Service Team Lead

Arise Gaming
02.2022 - 08.2023

Player Account Manager aka VIP support

Officium Labs
09.2021 - 02.2022

Senior Customer Support Representative

5CA
01.2020 - 08.2021

Generator Electrical Technician and Team Lead/Site Supervisor

Projects and Turnkey Solutions
01.2015 - 12.2019

Assistant Real Estate Agent

RE/Max Central Sandton
02.2012 - 12.2014

Sales Consultant

Vodacom
02.2010 - 01.2012

Security Technician

Advanced Security Technologies
01.2008 - 11.2009

High School -

Selborne College Boys High School

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Jay-Cameron Ward