Reading
Meshay Willis
Human Resource Management
Elsies River
Summary
Dedicated and detail-oriented professional with a passion for optimizing team performance and operational efficiency. Customer Support Administrative Strategist with hands-on experience managing a team of 32+ customer support agents, overseeing payroll, recruitment, and time-keeping management. Adept at liaising with IT departments to resolve technical issues and collaborating with transport providers to facilitate smooth operations. Well-known for organizational skills, communication ability, and commitment to ensuring high-quality customer service, contributing to success in this role.
Overview
1
1
year of professional experience
2
2
Certifications
2
2
Languages
Work History
Customer Support Administrative Strategist
YesPlay
08.2024 - Current
- Roster Management: Created and maintained shift schedules for a team of 32+ agents, ensuring fairness, optimal coverage, and compliance with labor laws
- Recruitment: Led the recruitment process for new customer support agents, from job posting to onboarding
- Payroll Management: Administered payroll for customer support staff, ensuring accurate processing and adherence to company policies
- Attendance Monitoring: Tracked and managed employee attendance, addressing absenteeism and non-compliance with policies
- Time-Keeping Management: Managed and tracked the time-keeping of agents, ensuring accurate logging of hours worked and adherence to scheduled shifts
- Policy Training: Delivered training sessions on company policies and operational procedures, ensuring full understanding among the team
- Transport Liaison: Managed transport bookings with ETAPATH, resolving issues and verifying invoices for accuracy
- Performance Oversight: Monitored agent performance and addressed non-compliance or performance issues through appropriate follow-ups and disciplinary actions
- IT Liaison: Coordinated with IT to ensure that technical systems and tools are functioning properly for customer support operations
Customer Support Agent
YesPlay
01.2024 - 08.2024
- Assisted customers by providing information, troubleshooting, and resolving issues via chat and email
- Managed inbound queries and escalated issues to higher support tiers when necessary
- Ensured high-quality customer service standards were maintained by following company protocols
- Documented customer interactions and feedback to identify trends and improve services
Education
Diploma - Human Resource Management
Cape Peninsula University of Technology
Cape Town, South Africa 01.2020 - 1 2023
High School Diploma -
Elsies River Senior Secondary
Cape Town, South Africa 04.2014 - 1 2018
Skills
Personal Information
ID Number: 0101100760087
Certification
First Aid NQF Level 1
Interests
Visiting Art Galleries
Timeline
First Aid NQF Level 1
10-2024
Firefighting NQF Level 1
10-2024
Customer Support Administrative Strategist
YesPlay
08.2024 - Current
Customer Support Agent
YesPlay
01.2024 - 08.2024
Diploma - Human Resource Management
Cape Peninsula University of Technology
01.2020 - 1 2023
High School Diploma -
Elsies River Senior Secondary
04.2014 - 1 2018
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