Google Suite
Jerome Timotheus
Customer Support Specialist (SaaS)
Kuils River
Summary
Knowledgeable and dedicated customer service professional with extensive operational experience in the Call Center and Computer Software industry. Positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offers empathy, reliability and enthusiasm for satisfying customers.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Customer Support Specialist
Kuilsriver
Cape Town
09.2022 - 04.2026
- Provided customer support across multiple sites, servicing the US, Canada, the UK and Australia, resolving software-related, technical, billing, login, verification, etc. issues.
- Used Slack, Internal CRM, HelpScout, FullStory, TextExpander, Google Drive and Docs
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Handled approximately 80 emails with per day with several escalations
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Helped customers improve results by recommending profile changes, the use of paid features and best value package promotions.
- Suggested process improvements that resulted in implementation for increased efficiency within the Customer Success team.
- Proactively suggested improvements to maintaining a comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Proactively conducted account reviews to assess client status, identify enhancement opportunities, and ensure continued success.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Boosted customer retention rates through proactive communication and building strong relationships.
- Actively sought customer feedback on products/services to improve quality and enhance overall experience.
- Promoted a positive brand image by consistently delivering exceptional customer service experiences.
- Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
- Proactively scanned and reported customer feedback about product improvements.
- Mentored new hires within the Customer Success team, contributing towards overall improvement in team performance and cohesion.
- Cultivated customer loyalty, promoted repeat business, and followed up until successful sales conversions.
Client Liaison
SmartSurv
Cape Town
01.2022 - 08.2022
- Analyzed and compiled fuel management data. Creating monthly and weekly reports on fuel fillings and fuel thefts/pilferage.
- Fault Finding and obtaining client consent to coordinate hardware fixes.
- Self-motivated and proactively created process overview documentation for new starters.
- Identified and relayed contract renewal/sales opportunities to sales representatives.
- Liaised with the support team to resolve connectivity, database, and fault-reporting issues.
- Identified and escalated account-related issues to the accounts department.
- Fostered a collaborative environment among internal teams involved in fulfilling client requests by sharing information openly and consistently communicating expectations around deadlines.
- Provided regular progress reports on projects to both clients and management teams, fostering transparency in communication.
- Managed client portfolios, ensuring that all relevant data was up-to-date and easily accessible for internal stakeholders.
- Established strong relationships with clients, resulting in repeat business and long-term partnerships.
- Maintained detailed records of all client interactions, allowing for easy reference when addressing future needs or concerns.
Customer Support Specialist
SchoolPass
Cape Town
04.2021 - 10.2021
- Provided primary customer support to internal and external customers.
- Handled B2B customers in a fast-paced Tier 1 & 2 Software Support setting in coordination with a solid and collaborative team.
- Experienced in using Salesforce, Slack, Zoom and Monday.com for internal communications and projects.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Fielded customer questions regarding software modules, features and latest updates. Dealt with a variety of issues about login, data and integration.
- Collaborated with a Customer Success team consisting of Account Managers, Project Managers, Implementation Consultants and a dedicated Developer.
- Assisted and helped customers understand software modules, hardware installation, technical issues with the apps, cloud-based services, support policies and procedures.
- Promptly responded to inquiries and requests from Businesses and their clients about all product modules.
- Offered solutions and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Effective liaison between customers and internal departments.
- Monitoring, validating and updating customers about any ALPR camera outage-related issues.
- Fielded inbound calls to address urgent issues over the phone with customers.
- Facilitated inter-departmental communication to provide customer support effectively.
- Recommended products to customers and thoroughly explained the details.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Customer Experience Officer
Namola EMS
Cape Town
08.2020 - 11.2020
- Customer Satisfaction Score = 6.2/7
- Response Time (90 days) - 43 hours
- Average handling time per ticket was 7 days per ticket, mine was 5 days.
- Query resolution - Averaged over 30 days, if there was 106.67 queries in total, 55 of those would be resolved by me. About 50% of all queries.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Conferred with sales teams and business development leaders to communicate targets, boost revenue and improve promotional strategies.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reviewed repeated issues within operations and Customer Experience Manager to solve problems and improve company outcomes.
- Built relationships with diverse internal teams to streamline processes.
- Collaborated with community responders and 3rd party service providers to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Documented all customer interactions in internal database and Hubspot CRM to maintain customer service history details and updated predetermined lead statuses.
- Utilized telephone, online chat, FB Messenger, WhatsApp and email platforms to deliver outstanding customer service.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Maintained extensive knowledge of company products to recommend items that aligned with customer needs.
- Improved customer service initiatives by streamlining sales and order management processes.
- Assisted users with navigating and troubleshooting their Apps to address Android related challenges.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Collaborated with Customer Experience Manager to improve customer service processes and support structures company-wide.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Followed through with client requests to resolve problems.
- Mentored new hires during their onboarding process, ensuring seamless integration into the team.
- Analyzed customer feedback data to identify trends and develop actionable insights for continuous improvement efforts.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Namola Watch - Business Development
Namola EMS
Cape Town
02.2018 - 07.2020
- Streamlined operational efficiencies by delivering recommendations for knowledge-base processes and procedures.
- Self-motivated, with a strong sense of personal responsibility.
- Built responder communities of over 5000 emergency responders to encourage residents to download and use the Namola mobile app. Downloads grew from 50 000 to just under 500 000 during this time
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Developed new business by networking with prospects and valuable customers at Community Safety events where possible.
- Researched and identified opportunities for account growth, account penetration and market expansion.
- Kept meticulous client notes and call outcomes in Hubspot CRM.
- Accomplished industry-leading successes for App users through Community Responder teams.
- Devised effective marketing, sales and other promotional initiatives.
- Consulted with product development team to enhance product based on customer data and feedback.
- Reached out to interested users via telephone, email and WhatsApp to determine their needs and explain how company products could connect them to their community for quicker response times and support from local responder teams.
- Worked with existing responder teams to increase purchases of products and services.
- Prospected new weekly leads with diverse strategies, including cold calling, attending sanctioned community safety events and customer referrals.
- Worked with marketing teams to create, deploy and optimize effective campaigns for Namola App users.
- Helped incorporate product changes to drive customer engagement and firm profits.
- Scheduled promotional activities in accordance with available inventory and staff resources.
- Collaborated with sales and marketing departments to support business objectives and client acquisition.
- Represented company and promoted products at Community safety events..
Call Center Manager
Namola EMS
Cape Town
06.2017 - 01.2018
- Maintained call center equipment in good working order to maximize productivity.
- App downloads increased from 50 000 to about 150 000 during this period. Downloads currently stand at just under 500 000.
- Featured on YouTube: https://www.youtube.com/watch?v=ZobURpybOJE
- Maintained real-incident rating of about 4.8 / 5.0
- Conducted performance reviews for all operators to reduce resolution times and improve customer satisfaction ratings.
- Recruited and trained new agents.
- Allocated shifts to ensure that the call centres' operational requirements were met.
- Developed quality employees within call center to take over leadership positions.
- Sought out training opportunities and experiences to enhance customer relationship management abilities and further boost satisfaction scores.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Collaborated with COO and CEO to put in place processes and documentation for operators to refer to and use.
- Evaluated customer feedback and call ratings to explore issues, develop potential solutions and maintain high-quality service.
- Educated external IMS users on company systems, processes and access to services.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers in fast-paced environment.
Mystery Shopper
Ask Afrika
Cape Town
04.2017 - 05.2017
- Worked as independent evaluator, assessing customer experience of variety of businesses in retail and automotive sectors.
- Conducted about 7 store audits and 21 customer interceptions per day.
- Studied client guidelines to ensure accurate information is reported
- Evaluate employees, facility maintenance, and other criteria as directed
- Conducting and capturing store audits as per client’s brief.
- Help businesses increase sales by assisting in improving customer service awareness.
- Submit written reports detailing observations
- Manual and digital capturing of data collected in field.
- Customer Interceptions. Interviewing random retail customers in attempt to collect data about their overall service experience, store environment, Value for money, etc.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Informed customers of promotions to increase sales productivity and volume.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Met with store management to arrange visitation of staff only areas.
- Checked that retailers adhered to health and safety regulations.
- Checked that fridges were well stocked, lit and pricing were visible.
- Transferred manually collected results to digital survey at end of each day.
Customer Success Specialist
Estalea - Impact Radius
Cape Town
07.2015 - 01.2017
- Day to day handling of support emails via Zendesk.
- Managed approximately 40 emails per day from customers.
- Escalation of issues using JIRA.
- Email types - General, Approvals (Vetting of media partners/affiliates), Technical, Feature Requests, Reporting, Bugs, etc.
- Client Finance - Tax docs, Statement of Accounts, Payment issues, etc.
- Created and updated knowledgebase articles.
- Delivered operational training to new starters.
- Assisted QA with pre-release and post-release regression testing.
- Taking ownership of Zendesk issues through to resolution.
- Collaborated with internal and external management from UK and US entities of Forensiq.
- Listed Key metrics from contractual info found in Insertion Orders
- Did departmental and platform related training
- Assisted QA with multiple Regression testing to ensure scheduled releases were bug-free
- Ad-hoc scrubs - Entailed checking new client’s customer list against database to eliminate duplication
- Closing accounts and cleansing internal database
- Created and updated Help/Support articles
- Finished HTML and CSS courses on Codecademy
Education
NDip Marketing - Marketing
Cape Peninsula University Of Technology
Cape Town 01.2006 - 07.2009
Skills
Active listening
Customer service excellence
Time management
Customer relationship management (CRM)
Decision-making
Software
Hubspot, Zendesk, HelpScout, SalesForce, Mondaycom
Jira and Confluence exposure
Slack
Loom, Zoom
TextExpander
FullStory
Interests and hobbies
Interests - Learning about web development. Currently enrolled to "The Complete 2020 Web Development Bootcamp by Dr.Angela Yu" and "
The Complete Web Developer in 2021: Zero to Mastery by Andrei Neagoie" on Udemy.Hobbies - I play squash 2 - 3 times a week. I also enjoy playing fantasy football.
Timeline
Customer Support Specialist
Kuilsriver
09.2022 - 04.2026
Client Liaison
SmartSurv
01.2022 - 08.2022
Customer Support Specialist
SchoolPass
04.2021 - 10.2021
Customer Experience Officer
Namola EMS
08.2020 - 11.2020
Namola Watch - Business Development
Namola EMS
02.2018 - 07.2020
Call Center Manager
Namola EMS
06.2017 - 01.2018
Mystery Shopper
Ask Afrika
04.2017 - 05.2017
Customer Success Specialist
Estalea - Impact Radius
07.2015 - 01.2017
NDip Marketing - Marketing
Cape Peninsula University Of Technology
01.2006 - 07.2009