Phumeza Sherley Shobi
Customer Service Coordinator
Mfuleni, Cape Town
Summary
To secure a office challenging title in a reputable organization to expand my learnings, knowledge, and skills. Well known for taking initiative and being a hands on energetic who is always up for a challenge and able to handle any given tasks especially ones that would require one to do things outside of their comfortable zone. Passionate about business success and growth. Looking for a new role where pro- activeness and dedication are highly valued. Hard working individual, able to take initiative, with leadership traits and can follow when required to do so. I am outspoken, love challenges and eager to learn new things all the time. Past roles required an individual who is able to work with others, adapt to new technological tools use in the department, as well as learning new things and putting these skills to use. Quality checks were an important part of the job to ensure final product was of best quality, therefore it entailed paying careful attention to detail.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Business Compliance Content Curator
Digital Outsource Services
Cape Town
01.2019 - 12.2023
- Proofreading and editing of compliance and business content pieces as per the job spec and/or brief.
- Making sure that simple SEO elements within business and compliance content pieces such as Page Titles, Meta Descriptions, h1 tags and h2 tags are present.
- Reviewing newly added or edited business and compliance pages on staged environment to ensure content is ready before publishing.
- Uploading and publishing of business and compliance content pieces through various CMS tools.
- Manage business and compliance pages through different phrases of production, including translations, updates and QC requests.
- Maintaining business and compliance pages through the implementation of regular spot checks on spelling, grammar, format, style, design and basic onsite SEO elements.
- Tracking, updating and delivering of status reports on any past, current and upcoming business and compliance content projects.
- Ensuring business and compliance content is in line with the language style guide and brand voice of the specific business entity.
- Developed strategies to optimize website content for search engine visibility
- Approved, reviewed and edited content flowing to website
- Conducted regular content audits to identify gaps and redundancies of content
- Conducted research and collaborated with subject matter experts to develop accurate content
Customer Service Agent
Digital Outsource Services
Cape Town
07.2015 - 07.2018
- Met company deadlines by managing incoming phone calls, emails and chats.
- Identify and assess customers' needs to achieve satisfaction.
- Handle customer complaints, provide appropriate solutions and alternatives within time limits.
- Follow up on issues to ensure resolution.
- Provide accurate, valid and complete information by using the relevant methods/tools.
- Keep records of customer interactions, process customer accounts and file documents.
- Take extra mile to engage customers.
- Follow communication procedures, guidelines and policies.
Research Assistant
University Of The Western Cape Media Department
Cape Town
01.2014 - 12.2014
- Editing and writing of stories.
- Administrative work.
- Assisting publicist.
- Taking notes at events around campus.
- Uploading of pictures for published stories and adding captions.
Digital blogger
University of the Western Cape, Town
Cape
01.2013 - 12.2014
- Duties were to translate and record lecture materials in both English and isiXhosa
- Media 24, Cape Town
- Creating of blogs whenever requested to gain the necessary experience in writing.
Education
Web Design Short Course - Web Design
University of Cape Town
Western Cape 01.2021 - 12.2021
Honours Degree - Linguistics
University of The Western Cape
Western Cape 01.2014 - 12.2014
Bachelor of Arts - BA
University of The Western Cape
Cape Town 01.2011 - 12.2013
Skills
Technical Writing
undefinedCertification
Jira Fundamentals raining - 1 day
Timeline
Web Design Short Course - Web Design
University of Cape Town
01.2021 - 12.2021
Business Compliance Content Curator
Digital Outsource Services
01.2019 - 12.2023
Customer Service Agent
Digital Outsource Services
07.2015 - 07.2018
Research Assistant
University Of The Western Cape Media Department
01.2014 - 12.2014
Honours Degree - Linguistics
University of The Western Cape
01.2014 - 12.2014
Digital blogger
University of the Western Cape, Town
01.2013 - 12.2014
Bachelor of Arts - BA
University of The Western Cape
01.2011 - 12.2013
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