Paul Classens
Cape Town
Summary
Hard Working Able to work under pressure Goal, deadline and detail orientated Always willing to learn new skills and improve existing skills Quick to own up to mistakes made.
Overview
21
21
years of professional experience
Work History
Customer Excellence Agent
BRSK South Africa (PTY)LTD
06.2022 - Current
- Customer support for all incoming calls, emails, and social media chats, liaising with all other teams to assist customers with inquiries as efficiently and quickly as possible and ensuring customers have the best possible help experience from the company
- Resolved caller issues quickly and thoroughly
- De-escalated and resolved customer complaints with punctual, polite and professional service
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
Desktop Engineer
Logicalis South Africa (PTY)LTD
05.2021 - 05.2022
- All task pertaining to remote IT support across multiple clients including tasks such as user account creation and termination, Email setup and office installations, Printer support such as installation and configuration of network printers and or removal if required, all general troubleshooting and resolution on general Issues faced daily by clients either by myself or escalated to necessary support teams where required and then also management of ticketing and email queues to ensure SLA requirements are met daily across all clients designated to me.
Service Desk Engineer (FCR)
EOH
06.2019 - 03.2021
- Ensure the Resolved Status SLA is not breached by resolving tickets timeously, Hold (Valid/Invalid): Ensure that tickets are updated in line with the Process (With approval from the customer and a valid reason) Ensure that tickets are acknowledged before breach of the Ticket Acknowledgement SLA Quality Assurance Management - Ensure that a QA average of 98% is achieved on all call management assessments individually, based on ticket management quality Performance Management: Achieve specified daily target (Individual Monthly Minimum average = 5/day resolved Customer Experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls Effective Time keeping: Ensure that the team leader is informed an hour before start of shift of absence or late coming and adhere to (Tea/Comfort, Lunch) To provide comprehensive desk side support to all EOHMS PS Contractual Clients within the Operational Service Agreement (On – Site)
Manager
Snacks Mobile CC
01.2015 - 05.2019
- Managed and motivated employees to be productive and engaged in work
- Accomplished multiple tasks within established timeframes
- Maintained professional, organized, and safe environment for employees and patrons
- Maximized performance by monitoring daily activities and mentoring team members
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Plant Manager
Soda King Franchising
04.2014 - 03.2015
- Management of production side of business operations
- Directed employees and related programs to maximize team productivity and facility output
- Created plant policies and procedures for safe and productive operations
- Mentored and developed staff members, promoting professional growth opportunities within the organization
- Identified and resolved process and equipment issues to minimize production downtime.
Owner Manager
Island Take Aways
01.2013 - 01.2014
- Day To Day Running of Business Operations, Staff Management, Ordering of Stock and Stock Control Daily Banking, Cashing Up and Finalizing Daily Sales
Manager
Snacks Mobile CC
01.2007 - 12.2013
- Daily Banking, Debtor &Creditor Control, Customer Service and Sales, Deliveries when Required, Cashing Up and Finalizing of Daily Sales, Order Placement and Stock Control Managed and motivated employees to be productive and engaged in work
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Point of Sale Installation Support
Ken Kay Services
12.2003 - 06.2004
- Build and setup of client Systems prior to installation on site, Assist with installation on sight Supported implementation of new point of sale systems, assisting in troubleshooting and providing feedback for continuous improvement efforts.
Education
Diploma in IT Networking - Information Technology
Varsity College
01.2007
Skills
- Reliability and punctuality
- Customer Assistance
- Customer Engagement
- Microsoft Office
- Creative Thinking
- Team Leadership
- Team Collaboration
- Reliable and Responsible
- Honest and Dependable
- Problem-Solving
- Customer Service
Secondaryacademicachievements
Sunningdale Private School, 2003, English, Afrikaans. Mathematics, Computer Studies, Science, Business Economics
Tertiaryacademicachievements
- Varsity College, PC Engineering, 2004
- Varsity College, Diploma in IT Networking, 2005-2007
Biographicalinformation
Paul Andrew Classens, 8501315157080, English, Afrikaans, Code A and B(Motorcycle and Car)
Hobbies and Interests
In my spare time over the last few years, I have been learning how to trade forex and stocks, I mainly spend time with my son, but I also enjoy taking long scenic motorcycle trips with friends. I’m also very keen on travelling to various destinations across the world as soon as I can do so. If I’m not out with my son or friends I also enjoy watching series and some gaming when there is time.
Training
- PC Engineering
- Computer Literature
- A+
- N+
- MS Office
- Business Practice and Entrepreneurship
- Introduction to Programming
- Introduction to Web development
- Helpdesk
- Internet and Email
- IT Networking
- MCSE 2003
- Linux
- Novel
- ITIL Foundation 4 Introduction Course
- Amazon Web Services Cloud based Services
Timeline
Customer Excellence Agent
BRSK South Africa (PTY)LTD
06.2022 - Current
Desktop Engineer
Logicalis South Africa (PTY)LTD
05.2021 - 05.2022
Service Desk Engineer (FCR)
EOH
06.2019 - 03.2021
Manager
Snacks Mobile CC
01.2015 - 05.2019
Plant Manager
Soda King Franchising
04.2014 - 03.2015
Owner Manager
Island Take Aways
01.2013 - 01.2014
Manager
Snacks Mobile CC
01.2007 - 12.2013
Point of Sale Installation Support
Ken Kay Services
12.2003 - 06.2004
Diploma in IT Networking - Information Technology
Varsity College
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