Open To Work
Nicole Kahn
Professional Senior Customer Service Executive
Brackenfell
Summary
Results-oriented professional with extensive experience in Administration, Telecommunications, and Call Centre environments. Proven expertise in Customer Service, Risk Management, and Hospitality fosters strong organizational and prioritization skills. Committed to enhancing customer satisfaction through exceptional service, active listening, and tailored solutions that promote loyalty.
Overview
1
1
Language
22
22
years of professional experience
Work History
Telesales Representative
Capita
08.2025 - Current
- Expanded client base through proactive prospecting and fostering strong relationships with potential customers, leading to increased sales opportunities.
- Reduced call handling time by efficiently resolving customer issues and addressing concerns, enhancing overall customer satisfaction.
- Overcame objections using friendly, persuasive strategies.
- Reduced call handling time by quickly resolving customer issues and addressing concerns professionally.
- Optimized productivity by setting personal goals for daily calls and successfully closing deals, contributing to team targets.
- Supported team members in achieving shared goals, contributing to a collaborative work environment.
Senior Customer Service
WNS – BPO – British Gas
09.2023 - 03.2024
- Responsible for general inquiries, complaints, and vulnerable customers (over the age of 65) with regards to their gas and electricity accounts with British Gas. Assisting with booking out field technicians to assist with customers' gas or electricity supply daily. Assist with credit for customers that cannot afford gas or electricity, after an affordability check, telephonically.
- Demonstrated effective verbal and written communication skills while engaging with customers.
- Adapted swiftly to new processes and systems during training sessions.
- Collaborated effectively with team members and also excelled in independent tasks.
- Pursued ongoing learning opportunities to enhance professional skills.
- Ensured accuracy and thoroughness in all assignments by focusing on details.
- Identified and resolved customer issues to enhance service quality.
Sports Specialist
Kingmakers – SuperSport
03.2023 - 09.2023
- Advised customers on odds, betting policies, procedures, withdrawals, and technical inquiries using the app through email correspondence.
- Increased fan engagement through regular updates on social media platforms highlighting team achievements and upcoming events.
- Conducted comprehensive assessments of potential recruits based on their skills, academics, character traits.
- Implemented injury prevention measures by designing warm-up routines tailored to specific sport requirements.
Customer Service Host
Digital Outsource Services
08.2017 - 03.2023
- Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Adapted to changing business needs while maintaining composure under pressure.
- Improved customer satisfaction by promptly resolving inquiries and concerns.
- Informed customers of promotions to increase sales productivity and volume.
- Implemented new strategies for handling difficult situations, resulting in improved conflict resolution outcomes.
- Managed customer accounts efficiently by keeping accurate records and facilitating timely transactions or updates.
- Ensured compliance with industry regulations and company policies while maintaining strict confidentiality of sensitive client information.
- Informed customers of promotions, contributing to increased sales volume.
Customer Service Agent
Web Help SA (Online Shopping)
01.2017 - 06.2017
- Responsible for assisting customers with their daily order deliveries and general inquiries. Assisting in chat, telephonic and email inquiries on a daily basis. Enjoyed interaction of team events.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Transactional Risk Investigator
Amazon
02.2015 - 03.2016
- Collaborated with cross-functional teams to create effective risk mitigation strategies, enhancing organizational resilience.
- Maintained current knowledge of industry best practices, facilitating compliance with relevant regulations and standards.
- Collaborated with cross-functional teams to develop comprehensive risk mitigation strategies.
- Assisted in the design of automated systems for monitoring potential risks, improving overall efficiency and accuracy.
- Maintained up-to-date knowledge on industry best practices, ensuring compliance with relevant regulations and standards.
- Coordinated with colleagues across departments to ensure consistent application of risk management principles, fostering a unified approach.
- Provided expert guidance during critical decision-making processes, ensuring proper consideration of potential risks and benefits.
- Analyzed data on price, stability and other factors affecting investment programs to incorporate into investment decisions.
Team Lead
Amazon
07.2011 - 02.2015
- Led team focused on customer account security, updating passwords and email addresses for customers unable to access their accounts.
- Aimed to reduce customer effort by protecting accounts and escalating fraudulent activity.
- Developed understanding of customer needs and took actions to ensure those needs were met.
- Develop an understanding of customers’ needs and take actions to ensure that such needs are met.
- Reported project plans, progression and results on a weekly basis.
- Created training materials to enhance staff development within the company.
Administrative Assistant (Personal Assistant)
Motor Sport SA
06.2008 - 01.2010
- Handled and directed all incoming client telephone calls and face to face clients.
- Managed client communications by directing incoming telephone calls and assisting face-to-face clients.
- Managed schedules and departmental communication between Cape Town Branch and Johannesburg Branch, within the motor industry.
- Took minutes of meetings and communicated effectively to all shareholders.
- Managed daily petty cash transactions for licensing fees related to motor sport events.
- Managed facilities and ordered stationery to maintain operational readiness and support team functionality.
- Maintaining facilities management and ensuring that all stationery was ordered on time and equipment was up to date.
- Handling petty cash on a daily basis for any cash intakes for licensing of motor sport events.
Senior Customer Service Representative
IInet
06.2006 - 01.2008
- Australian Internet Service Provider - Cape Town, WC Responsibilities included dealing with Australian clients on a daily basis with their billing disputes.
- Facilitated client onboarding by managing new sign-ups and configuring routers, enhancing skills in networking and various email clients.
- Mentored new recruits, providing daily coaching and feedback sessions.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Leveraged CRM tools to track and report customer interactions, improving accuracy and accountability in service delivery.
- Also served as a mentor for new recruits - which led to further coaching and feedback sessions on a daily basis.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Managed multiple tasks simultaneously, ensuring timely completion and maintaining high service standards.
- Completed and signed off on broadband and technical support training successfully.
Reservations Sales
Delta Airlines
12.2005 - 03.2006
- Managed reservation sales, which included flight schedules, on-time information, and reservations for the airline company.
- Utilized effective time management to meet all task deadlines consistently.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in a team setting, providing support and guidance.
- Enhanced communication skills through regular collaboration and support within the team.
Housekeeper
Hilton Beach Resort and Beau Rivage Hotel and Casino
03.2004 - 12.2005
- Performed daily housekeeping duties for seventeen luxury suites and foyer areas while on a working holiday visa.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
Education
High School Diploma - Matric
Gardens Commercial High School
Cape Town, Western CapeCertificate - Computer Graphics
Intec College
Cape Town, Western CapeSkills
Team collaboration
Effective time management
Creative problem-solving
Telecommunications expertise
Critical thinking for problem resolution
Analytical reasoning
Continuous skill development
Effective leadership
Strategic planning
Strong organizational abilities
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
R120000/yr - R200000/yrTimeline
Telesales Representative
Capita
08.2025 - Current
Senior Customer Service
WNS – BPO – British Gas
09.2023 - 03.2024
Sports Specialist
Kingmakers – SuperSport
03.2023 - 09.2023
Customer Service Host
Digital Outsource Services
08.2017 - 03.2023
Customer Service Agent
Web Help SA (Online Shopping)
01.2017 - 06.2017
Transactional Risk Investigator
Amazon
02.2015 - 03.2016
Team Lead
Amazon
07.2011 - 02.2015
Administrative Assistant (Personal Assistant)
Motor Sport SA
06.2008 - 01.2010
Senior Customer Service Representative
IInet
06.2006 - 01.2008
Reservations Sales
Delta Airlines
12.2005 - 03.2006
Housekeeper
Hilton Beach Resort and Beau Rivage Hotel and Casino
03.2004 - 12.2005
Certificate - Computer Graphics
Intec College
High School Diploma - Matric
Gardens Commercial High School