Nicole Williams
Client Relations Officer
Cape Town
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Client Relations Officer
Banxso
Cape Town
12.2023 - Current
- Quality Assurance/Quality Control: Conducted QA/QC assessments on communication channels between Success Managers, Onboarding (Sales), and Customer Support
- Identified faults and developed new frameworks to prevent their recurrence based on QA/QC evaluations
- Social Media Management: Managed customer concerns across various platforms including Hellopeter, Trustpilot, Google (CPT and JHB), Reddit, Quora, Facebook (Comments, Inbox, and Fanpage), Instagram (Inbox and Mentions)
- Ensured responses were submitted within a specified SLA time of 1 hour
- Training Coordination: Provided focus areas to the training department for upskilling to ensure compliance across all departments
- Client Engagement: Maintained client relationships by addressing concerns and inquiries, including formal complaints on platforms such as Social Media, Email, Call, Whatsapp, and chat
- Client Support: Acted as the primary contact for all queries, dissatisfaction, and claims
- Delivered timely responses to meet client needs in terms of accuracy, relevance, promptness, and completeness
- Problem Resolution: Investigated and assessed all complaints, analyzing circumstances and providing excellent customer service to reach a full resolution with the client
- Collaboration: Collaborated with various global departments to address and resolve client issues promptly while ensuring Banxso met its objectives, goals, and client needs
- Investigation: Conducted investigations, analysis, and provided clients with responses and proposed resolutions within 20 working days
- Maintained a Complaints Register as required by the FAIS Ombud and FSCA
- Framework Implementation: Spearheaded the establishment of the Client Relations Department, developing and implementing a comprehensive framework including a Complaints Policy Document and Complaints Procedure in collaboration with the Legal Department
- Database Management: Maintained accurate client records and databases, including contact information and interaction history, utilizing CRM software effectively
- Reporting and Analysis: Generated reports on client interactions, feedback, complaints, claims, and satisfaction levels
- Analyzed data to identify trends, high-impact cases, and improvement opportunities
- Provided feedback to Management weekly, bi-weekly, and monthly to enhance overall service delivery
- Regulations Maintenance: Ensured compliance with regulatory bodies such as the South African Financial Sector Conduct Authority (FSCA), Financial Services Commission (FSC)
- Delivered recommendations to long-term accounts to promote brand awareness to key audience
Customer Care Complaints Specialist Betway
Digi Outsource
Cape Town
09.2021 - 11.2023
- Investigate all delegated complaints received via all channels, and respond to them within agreed SLA’s
- Assign new complaints on a daily basis via CRM and the internal complaints logging tool
- Keep the complaints logging tool up to date at all times
- Adhere to complaints procedure and recommend improvements
- Provide compliance and process direction, when relating to the complaints process, to the CSC across all regions; UK, Spain, Italy, Denmark and Belgium and ROW
- Assist with audits, both internal and external, when requested
- Assist with bi-weekly and monthly reporting
- Attending daily CSC huddles to provide updates related to issues highlighted during the handling of complaints, as well as any policy or procedural updates
- During WFH – inform and address any issues with the relevant CSC Management team – Coaches and TL’s via Teams
- Liaise with all Compliance Specialists should the need arise
- Changes to the procedure, to publish in Spartacus and update all HOD’s
- Assess, communicate and delegate all complaints to the correct departments; Operational Compliance, RISK/Fraud and CSC
Responsible Gambling Specialist BetWay
Digi Outsource
Cape Town
10.2018 - 09.2021
- Provide compliance and RG process direction and assistance to the CSC across all regions
- Conducting CIP account reviews to determine whether a CIP intervention is required, and which level of intervention based on a thorough review
- Performing appropriate actions on accounts in terms of RG
- Reviewing all compliance tasks conducted by the CSC and assessing whether the correct action was taken, if not taking the correct RG action
- Informing the RG TL of any higher-level interventions via Outlook
- Informing VIP hosts of interventions take on hosted VIP accounts
- Liaising with the RG Manager when needed
- Conducting follow up calls to customers who come in via the CSC mentioning suicide or self-harm
- Ad hoc escalations and queries
- Reviewing self-exclusion removal requests from the CSC and escalating to the relevant department
- Completing all compliance-related inbound emails from customers and taking the relevant action
- Developed strong organizational and communication skills through coursework and volunteer activities
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Identified issues, analyzed information and provided solutions to problems
- Resolved problems, improved operations and provided exceptional service
- Demonstrated leadership skills in managing projects from concept to completion
- Listened and responded to customer requests and forwarded necessary information to superiors
- Spearheaded innovative product development initiatives that increased market share and profitability margins
- Created and delivered presentations to internal and external stakeholders to showcase work
- Gathered, organized and input information into digital database
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution
- Devised and implemented strategies to optimize digital marketing campaigns
- Frequently inspected production area to verify proper equipment operation
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives
- Coordinated and executed marketing campaigns to generate new leads and sales opportunities
- Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately
- Analyzed marketing data and trends to identify opportunities for improvement
- Developed and implemented systems to track customer feedback and satisfaction
- Evaluated staff performance and provided coaching to address inefficiencies
- Organized large-scale events, ensuring seamless execution of logistics, registration, catering, and venue management
- Increased sales revenue with targeted marketing campaigns and strategic product positioning
- Developed effective improvement plans in alignment with goals and specifications
- Managed budgets effectively, consistently staying within financial constraints while maximizing resource allocation for optimal results
- Interpreted clients' needs and introduced services to fit specific requirements
- Conducted regular reviews of operations and identified areas for improvement
- Devised and implemented processes and procedures to streamline operations
- Supported creation of detailed, technical financial models to value potential acquisition targets
- Developed strong client relationships through consistent communication and attentive service
- Collected, arranged, and input information into database system
- Optimized supply chain management, resulting in reduced delivery times and increased inventory accuracy
- Created and managed project plans, timelines and budgets
- Led successful sales presentations to prospective clients, resulting in increased partnerships and collaboration opportunities
- Evaluated customer needs and feedback to drive product and service improvements
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Applied effective time management techniques to meet tight deadlines
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field
- Maintained database systems to track and analyze operational data
- Educated staff on organizational mission and goals to help employees achieve success
- Helped meet changing demands by recommending improvements to business systems or procedures
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures
- Launched successful marketing campaigns that drove brand awareness among target audiences
- Built and managed relationships with key clients and partners to drive growth
- Assisted with staff training to enforce quality, safety and sanitation guidelines
- Observed packing operations to verify conformance to specifications
- Transformed underperforming departments with strategic planning efforts focused on process improvement
- Monitored industry trends to adapt strategies accordingly
- Maintained current understanding of market conditions, compliance standards and best practices
- Reduced costs by identifying inefficiencies in operations and implementing cost-saving measures
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Collaborated with cross-functional teams to achieve project goals on time and within budget
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs
- Followed all company policies and procedures to deliver quality work
- Championed the adoption of new software tools that streamlined workflows across multiple departments
- Enhanced team productivity by streamlining processes and implementing time-saving strategies
- Negotiated favorable contracts with vendors, securing high-quality products at competitive prices
- Generated reports detailing findings and recommendations
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance
- Collaborated with internal departments to align marketing campaigns
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
- Exercised leadership capabilities by successfully motivating and inspiring others
- Delivered services to customer locations within specific timeframes
- Self-motivated, with a strong sense of personal responsibility
- Worked effectively in fast-paced environments
- Gained strong leadership skills by managing projects from start to finish
- Proven ability to learn quickly and adapt to new situations
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Provided professional services and support in a dynamic work environment
- Adaptable and proficient in learning new concepts quickly and efficiently
- Paid attention to detail while completing assignments
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Proved successful working within tight deadlines and a fast-paced environment
- Strengthened communication skills through regular interactions with others
Customer Service Host
Digi Outsource
Cape Town
01.2016 - 10.2018
- Responding to customer queries by telephone, email and online chats
- Overall ownership of the customer facing communications and touch-points
- Processing and taking ownership of all incoming and outgoing contacts in a multimedia environment
- Processing pertinent information into relevant databases
- Completion of tasks assigned during shift
- Customer relationship building and management as well as cross selling of products and services
- Problem solving tasks during shift
- Handling and taking full responsibility for customer related queries
- Make outgoing calls and execute outbound campaigns to identified customers
- Excellent time management and adherence to schedule
- Performing extra tasks given by managers / shift supervisors as required.
- Implemented new strategies for handling difficult situations, resulting in improved conflict resolution outcomes
- Fostered an inclusive work environment that encouraged collaboration among diverse colleagues and promoted a positive company culture
- Informed customers of promotions to increase sales productivity and volume
- Reduced wait times by effectively managing call queues and prioritizing urgent requests
- Generated advertising brochure for vendor use
- Maintained current knowledge of evolving changes in marketplace
- Established rapport with clients by delivering exceptional service tailored to individual preferences and needs
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs
- Seamlessly adapted to changing business needs or priorities while remaining poised under pressure
- Maintained a high level of product knowledge to confidently answer inquiries and make informed recommendations
- Selected correct products based on customer needs, product specifications and applicable regulations
- Contributed to company growth by proactively identifying areas for process optimization within the department
- Actively participated in ongoing professional development opportunities aimed at refining skillsets relevant to the role
- Contributed to team objectives in fast-paced environment
- Managed customer accounts efficiently, keeping accurate records and facilitating timely transactions or updates as needed
- Negotiated prices, terms of sales and service agreements
- Attended monthly sales meetings and quarterly sales trainings
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
- Monitored service after sale and implemented quick and effective problem resolutions
- Stayed current on company offerings and industry trends
- Built diverse and consistent sales portfolio
- Presented professional image consistent with company's brand values
- Developed, maintained and utilized diverse client base
- Drove store revenue by offering customers accessories and related purchases to complete selections
- Streamlined customer service processes for increased efficiency and improved response times
- Increased overall sales by offering targeted upsells and cross-sells based on customer needs assessment
- Contributed to event marketing, sales and brand promotion
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
- Collaborated with team members to provide seamless support, ensuring a cohesive customer experience
- Boosted customer loyalty with personalized assistance and proactive problemsolving
- Trained new employees on customer service, money handling and organizing strategies
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
- Developed and maintained strong working relationships with professionals within assigned territory
- Built relationships with customers and community to promote long term business growth
- Recorded accurate and efficient records in customer database
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases
- Kept detailed records of daily activities through online customer database
- Met existing customers to review current services and expand sales opportunities
- Developed comprehensive training materials to equip new hires with essential skills for success in the role
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing
- Set and achieved company defined sales goals
- Met with customers to discuss and ascertain needs, tailor solutions and close deals
- Supported fellow team members during peak periods, providing additional resources for handling high-call volumes effectively without compromising service quality standards
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions
- Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner
- Achieved or exceeded company-defined sales quotas
- Achieved consistent positive feedback from customers through empathetic listening and effective communication
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing
- Consulted with businesses to supply accurate product and service information
- Led regular team meetings focused on performance monitoring, goal-setting, and continuous improvement initiatives
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads
- Assisted customers in navigating online platforms for optimal user experiences, leading to increased engagement levels across digital channels
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor
- Ensured compliance with industry regulations and company policies while maintaining strict confidentiality of sensitive client information
- Proved successful working within tight deadlines and a fast-paced environment
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Organized and detail-oriented with a strong work ethic
- Gained extensive knowledge in data entry, analysis and reporting
- Developed and maintained courteous and effective working relationships
- Demonstrated strong organizational and time management skills while managing multiple projects
- Resolved problems, improved operations and provided exceptional service
- Worked effectively in fast-paced environments
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Demonstrated creativity and resourcefulness through the development of innovative solutions
- Learned and adapted quickly to new technology and software applications
- Demonstrated respect, friendliness and willingness to help wherever needed
- Delivered services to customer locations within specific timeframes
- Excellent communication skills, both verbal and written
- Developed strong communication and organizational skills through working on group projects
- Worked flexible hours across night, weekend, and holiday shifts
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Cultivated interpersonal skills by building positive relationships with others
Independent Avon Sales Representative
Avon
Cape Town
05.2015 - 01.2016
- Recruiting Customers and sales
- Ensuring products are ordered and delivered on time
- Ensuring customer satisfaction
- Making sure money is collected/paid in by customers and making sure the money is sent in to head office before due date
- Being professional at all times and building a business for me that will ensure a stable income at month end.
Customer Service Representative
IINET
10.2015 - 12.2015
- Processing customer payments
- Payment queries and complaints
- General account and invoice queries
- Escalations
- Email/Internet/Mobile support
- ADSL Technical Help Desk Support
- Troubleshooting internet connections
- Navigating/ amending through customer accounts
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences
- Increased efficiency and team productivity by promoting operational best practices
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Developed customer service policies and procedures to meet and exceed industry service standards
- Managed timely and effective replacement of damaged or missing products
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates
- Promptly responded to inquiries and requests from prospective customers
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Created and maintained detailed database to develop promotional sales
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests for products, services, and company information
- Responded proactively and positively to rapid change
- Developed and updated databases to handle customer data
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence
- Implemented and developed customer service training processes
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Streamlined call center processes for improved efficiency and reduced wait times
- Investigated and resolved accounting, service and delivery concerns
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Demonstrated respect, friendliness and willingness to help wherever needed
- Applied effective time management techniques to meet tight deadlines
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Developed strong organizational and communication skills through coursework and volunteer activities
- Identified issues, analyzed information and provided solutions to problems
- Developed strong communication and organizational skills through working on group projects
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Educated customers about billing, payment processing and support policies and procedures
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Trained staff on operating procedures and company services
- Contributed to sales growth by upselling products and services based on individual customer requirements
- Followed up with customers about resolved issues to maintain high standards of customer service
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Collaborated with team members to develop best practices for consistent customer service delivery
- Cross-trained and provided backup support for organizational leadership
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
- Tracked customer service cases and updated service software with customer information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Processed customer service orders promptly to increase customer satisfaction
- Sought ways to improve processes and services provided
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Met customer call guidelines for service levels, handle time and productivity
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Cross-trained and backed up other customer service managers
- Answered constant flow of customer calls with minimal wait times
- Exceeded performance metrics consistently, earning recognition as a top performer within the team
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Utilized customer service software to manage interactions and track customer satisfaction
- Handled customer inquiries and suggestions courteously and professionally
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Exhibited high energy and professionalism when dealing with clients and staff
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Provided primary customer support to internal and external customers
- Offered advice and assistance to customers, paying attention to special needs or wants
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Maintained up-to-date knowledge of product and service changes
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Trained new personnel regarding company operations, policies and services
- Delivered prompt service to prioritize customer needs
- Proven ability to learn quickly and adapt to new situations
- Exercised leadership capabilities by successfully motivating and inspiring others
- Proved successful working within tight deadlines and a fast-paced environment
- Gained extensive knowledge in data entry, analysis and reporting
- Gained strong leadership skills by managing projects from start to finish
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Passionate about learning and committed to continual improvement
- Worked effectively in fast-paced environments
- Provided professional services and support in a dynamic work environment
- Worked well in a team setting, providing support and guidance
- Worked flexible hours across night, weekend, and holiday shifts
- Delivered services to customer locations within specific timeframes
Education
Higher Certificate Course – Business Principles and Practice -
Varsity College Cape Town
Cape Town South Africaundefined
Gardens Commercial High School
Skills
Problem Solving
undefinedFirst Names
Nicole Diane
Previous Surname
Petersen
Maiden Surname
Busch
Personal Information
- ID Number: 92042430070085
- Dependents: 1
- Date of Birth: 04/24/92
- Nationality: South African
- Driving License: Code 8
- Marital Status: Married
References
- Banxso, 0833884295 Erin Scott (Complaints Manager)
- Banxso, 0760305082, Aurielle Meyers (Compliance Manager)
- Digital Outsource Services, 07605627502, Franswa Kroep. (Team Leader Australian Department.)
- Digital Outsource Services, 0713832919, Jacqui Paton (Team Leader/ Customer Service Manager Complaints Department)
- Digital Outsource Services, 0817076153, Sascha Steenkamp (Team Leader Complaints Department)
- IINET, 0721285405, Ryan Lee De Vries. (Acting Customer Service Manager)
- Avon, 021 7033338, 0836529405, Margo Amanda Roberts (Avon Sales Team Leader)
Timeline
Client Relations Officer
Banxso
12.2023 - Current
Customer Care Complaints Specialist Betway
Digi Outsource
09.2021 - 11.2023
Responsible Gambling Specialist BetWay
Digi Outsource
10.2018 - 09.2021
Customer Service Host
Digi Outsource
01.2016 - 10.2018
Customer Service Representative
IINET
10.2015 - 12.2015
Independent Avon Sales Representative
Avon
05.2015 - 01.2016
Higher Certificate Course – Business Principles and Practice -
Varsity College Cape Town
undefined
Gardens Commercial High School
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