Kauthar Beyers
TSCA (BDCS)
Cape Town
Summary
I'm a resourceful specialist offering expertise in problem-solving, data analysis and customer service. Expert at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple duties and developing innovative solutions. I am a driven, dedicated, possess an exceptional work ethic, and outstanding communication skills in English. I'm known for my ability to assist others with efficiency and poise, I excel in high-pressure environments where quick thinking and adaptability is key. My passion for continuous learning and tackling new challenges has consistently contributed to my success, and I am eager to bring this enthusiasm and commitment to your esteemed organization.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
BDCS TCSA
AWS
Cape Town
01.2023 - Current
- Resolve customer queries related to account creation, subscription management, and payment issues
- Act as a liaison between technical teams and customers to ensure business needs are met
- Collaborate with AWS support engineers to address escalated technical issues
- Manage escalations and prioritize resolving high-impact customer issues
- Collect customer feedback to improve support processes and AWS service offerings
- Successfully participated in beta testing for a Gen AI chatbot, providing valuable insights and feedback that contributed to its successful deployment and user adoption
TCSA
AWS
Cape Town
01.2019 - 01.2023
- Investigate and diagnose network access problems reported by customers
- Collaborate with technical teams to identify and resolve AWS service-related issues promptly
- Develop and implement solutions to prevent recurring problems and improve overall service quality
- Collaborate with other departments such as FIT, engineering, and sales to address customer needs effectively
- Implement security measures to protect customer data and maintain network integrity
Advanced Technician
Amazon
Cape Town
01.2018 - 01.2019
- Troubleshooting of devices and artificial intelligent services through effective and knowledgeable customer assistance
- Prepare reports and maintain records of work accomplishments and administrative information, and coordinate the preparation, presentation, and communication of work-related information to the manager
- Access Amazon's database and relevant resources to provide accurate and up-to date information to customers
- Contribute to a positive customer experience, promoting Amazon's reputation for excellent service
- Maintaining detailed records of customer interactions, facilitating streamlined communication and service continuity
- Report to the manager periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs
Education
Bachelor of Arts - Psychology, Anthropology, Sociology, English and Ethics
University of Western Cape
Cape Town, South Africa 01.2016 - 12.2016
High School Diploma -
Rylands Secondary School
Cape Town, South Africa 01.2009 - 12.2013
Skills
AWS services
AWS identity and Access Management (IAM)
Security Best Practices
Technical Proficiency
Customer relations
Team collaboration
Analytical thinking
Expert problem solving
Root-cause analysis
Quality assurance
Continuous improvement
Personal Information
- Ethnicity: Coloured
- Date of Birth: 12/09/95
- Gender: Female
- Nationality: South African
- Marital Status: Single
Timeline
BDCS TCSA
AWS
01.2023 - Current
TCSA
AWS
01.2019 - 01.2023
Advanced Technician
Amazon
01.2018 - 01.2019
Bachelor of Arts - Psychology, Anthropology, Sociology, English and Ethics
University of Western Cape
01.2016 - 12.2016
High School Diploma -
Rylands Secondary School
01.2009 - 12.2013
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