Rafeeqah Dramat
Technical Customer Support
Mitchell's Plain
Summary
Trustworthiness serves as the foundation of my work ethic, demonstrating reliability in fulfilling assigned duties. Years of experience in customer service provide the necessary qualifications to excel in the position being applied for. I'm enthusiastic about expanding my skill set and eagerly embracing new opportunities for growth.
I have been recognized for delivering results and embodying leadership principals. I am pursuing a full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Technical Customer Service
Amazon Web Services
01.2023 - Current
- Addressing complex account and billing issues via email, chat and telephone
- Providing prompt, efficient, detailed, customer service to AWS customers
- Working with customer support peers around the globe to ensure a consistent and high-quality level of support
- Driving projects that improve support-related processes
- Working with internal departments within AWS services, providing valuable feedback to development teams
- Actively seeking solutions to customer needs communicating trends to leadership and suggesting innovative solutions on behalf of the customer experience
- Performing deep dive analysis on customer contacts to gather lessons learned, and then uses that information to create or improve policies, procedures, and best practice reference materials
- Reference : Ismail Abaader - Manager
Retention Specialist
Rsaweb
10.2023 - 01.2024
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Built constructive customer relationships to improve loyalty and recommendations.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Conducted account reviews, addressing concerns and presenting solutions to retain customers.
- Reference : On request
Senior Technical Customer Service
Bonline
01.2016 - 01.2022
- Senior Technical Specialist Duties, include weekly refresher training
- Anticipated Customer needs, provided quality service while upholding brand standards and values to ensure customer satisfaction
- Intrim Team Leader (June - October 2020)
- My role was to ensure all queries escalation, complaints and poor reviews were attended to within service level agreement
- Probation evaluations, daily & weekly meetings with senior managers & suppliers to streamline processes
- Ensuring daily attendance and COVID screening were completed by all agents NPS, Google, Trust Pilot review feedback
- Reference : Yaseen Dolan - Team Manager
Education
Grade 12 -
Aloe Secondary High School
Cape Town Skills
Active listening
Attention to detail
De escaltion methods
Basic Internet Troubleshooting
Remote support
Dixa
Ask Nicely
Slack
Chine
Avaya
Nice
Escalating suspious activities
Timeline
Retention Specialist
Rsaweb
10.2023 - 01.2024
Technical Customer Service
Amazon Web Services
01.2023 - Current
Senior Technical Customer Service
Bonline
01.2016 - 01.2022
Grade 12 -
Aloe Secondary High School
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