Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, coach employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Special Handling Supervisor
TransUnion
07.2024 - Current
Systematically track inbound and outbound customer service exchanges across various platforms
Optimized workflow, achieving 20% decrease in wait time
Perform continuous audits and assessments of agent performance based on established quality criteria.
Serve as the primary point of contact for customers, addressing inquiries and resolving complaints in a professional and timely manner.
Facilitate seamless collaboration with internal teams including operations, logistics, and sales to effectively address customer needs
Maintain accurate records of customer interactions, transactions, and feedback.
Proactively provide updates to customers on shipment schedules, delays, or changes.
Educate customers on shipping procedures, documentation requirements, and other relevant information.
Detect and refer complex issues to appropriate departments for resolution.
Build and maintain strong relationships with customers to foster loyalty and satisfaction.
Customer Service Representative - Technical
Amazon
01.2022 - 09.2022
Engaged with customers through phone, email, and chat to uphold call center service standards.
Leveraged diverse software tools for effective navigation of customer accounts.
Researched and analyzed policies to provide effective solutions in a fast-paced setting.
Troubleshot D2 digital and technical issues for Amazon devices, addressing both software and hardware challenges.
Technical Support Representative
Webhelp (handling Amazon).
06.2021 - 12.2021
Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Academic Tutor and Counselor
Masifunde Non Profit Organisation
02.2019 - 10.2019
Empowered students to take ownership of their learning process, setting goals and tracking progress towards those objectives.
Supported students with helpful study habits and exam strategies.
Created special handouts, study guides, and enrichment materials to boost student knowledge.
Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
Facilitated group counseling sessions to support and encourage client growth.
Assisted clients in exploring feelings and understanding behaviors.
Check in Agent
Bidair Service ( Singapore Airlines and Air Zimbabwe).
12.2014 - 12.2015
Managed challenging situations professionally, deescalating conflicts and finding appropriate resolutions.
Streamlined the check-in process for a smoother experience, managing passenger reservations with accuracy.
Collaborated with team members to maintain high-quality service standards during peak travel times.
Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
ake care of children, VIPs and people who need special
assistance.
● Follow strict safety and security measures.
Education
Bachelor of Arts - Psychology And English Studies.
Nelson Mandela University
Summerstrand ,Port Elizabeth.
04.2001 -
No Degree - Cabin Crew License
EPT Aviation Pty Ltd.
Pomona , Kempton Park
04.2001 -
High School Diploma -
Dalpark Learning Academy.
Benoni, South Africa
04.2001 -
Skills
Team Leadership
Customer Service
Performance Management
Process Improvement
Training & Development
CRM Systems
Conflict Resolution
Data Analysis
Certification
Certified Call Center Manager - International Customer Service Association
Six Sigma Green Belt - Lean Six Sigma Institute
Custom
Volunteered at local community center
Mentored new customer service representatives
Timeline
Special Handling Supervisor
TransUnion
07.2024 - Current
Customer Service Operation (Logistics)
Amazon
09.2022 - 06.2024
Customer Service Representative - Technical
Amazon
01.2022 - 09.2022
Technical Support Representative
Webhelp (handling Amazon).
06.2021 - 12.2021
Academic Tutor and Counselor
Masifunde Non Profit Organisation
02.2019 - 10.2019
Check in Agent
Bidair Service ( Singapore Airlines and Air Zimbabwe).
12.2014 - 12.2015
Bachelor of Arts - Psychology And English Studies.