Rameez Adams
Cape Town
Summary
I am a logical thinker with top problem-solving abilities. I can communicate well with non-technical audiences for speedy resolutions.
I am a well-trained IT worker skilled with hardware and software. Analytical thinker in investigating problems, tracing root causes and correcting routine or serious issues.
I am an enthusiastic Customer Service representee with in-depth knowledge of sales, account management and training, providing superior customer service and resolve all issues quickly and with positive attitude.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Customer Support Specialist
Amazon
Cape Town
08.2023 - 12.2024
- Handled in-person, email and mailed correspondence.
- Completed transactions to replace or exchange defective items.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Maintained excellent client satisfaction by providing in-depth technical support for the Amazon fire TV/ Alexa devices.
- Listened actively to offer accurate information and best solution to their needs.
Customer Service Representative
Sage
Cape Town
11.2020 - 05.2023
- Adhered strictly to policies and procedures for continued company compliance.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Obtained feedback from customers to improve service experience.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Coordinated advanced help for complex Sage 300 and Sage 50 accounting issues.
- Offered current, accurate advice on optional solutions for concerns.
- Implemented customer follow up to uphold service standards.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Handled in-person, email and mailed correspondence.
- Assisted customers with varying questions using product knowledge and service expertise.
Customer Advisor
Iinet
Cape Town
09.2019 - 03.2020
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Maintained up-to-date product and service knowledge by attending regular training opportunities.
- Set up appointments for customers and entered work tickets to obtain needed services for clients.
- Processed inbound customer calls, providing information on service or product upgrades
- Actioned customer feedback to enhance contact centre service provisions.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Recorded and processed customer data accurately.
Help Desk Technician
Simplified IT
Cape Town
01.2018 - 06.2018
- Tracked computer system and network performance to identify root causes of issues.
- Installed new software for users and monitored version and patch update requirements.
- Completed investigations to check on reported errors, reproduce problems and trace faults.
- Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
- Investigated and diagnosed customer's technical and product queries.
- Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
- Maintained internet and intranet websites to maximize reliability and usability.
- Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Acquired, set up and configured hardware and software to meet specific customer requirements.
- Organised workspaces for employees with computer, monitors and associated cabling or equipment.
- Delivered complete set-up assistance for networking systems, IP phone equiment and related IT gear.
- Offered technical expertise to contribute to 2nd and 3rd line of support.
Trainee IT Technician
Visualize IT
Cape Town
02.2017 - 08.2017
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Tracked computer system and network performance to identify root causes of issues.
- Installed new software for users and monitored version and patch update requirements.
- Followed manufacturing instructions and design specifications when completing repairs.
- Supported loading of peripheral equipment with selected materials.
- Executed tasks adhering to documented procedures and processes for all activities.
- Provided proficient 2nd Line in-house support for diverse IT challenges.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
- Tested function of peripheral equipment and completed quality repairs.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Documented repairs in log book to maintain accurate records.
- Setup, configured, and troubleshot Microsoft 365 applications.
- Liaised with customers on operations issues and requests, providing efficient support.
- Arranged computers, routers and printer to achieve proper workstation.
- Contributed to infrastructure projects, collaborating with external vendors for successful outcomes.
- Evaluated hardware, mouses and keyboards to determine performance.
- Established and troubleshot network and data communications systems.
- Completed investigations to check on reported errors, reproduce problems and trace faults.
Education
Certificate of Higher Education - Information Technology
Master Grade IT
Cape Town, WC 12.2023 -
Certificate of Higher Education - mathematics, physics, English, Afrikaans, Geography
Spine Road High School
Cape Town 01.2010 - 12.2015
Skills
Dispute Resolution
Network troubleshooting
Software issue diagnosis
Data processing
Telecommunications
Application support
Customer support needs assessment
Hardware upgrades
Troubleshooting proficiency
Multi-line phone talent
Problem-solving
Relationship-building
Live chat support
Complaint resolution
Query resolution
Customer loyalty building
Multi-tasking
Adaptive team player
Active listening
Certification
CompTia A+
Timeline
Certificate of Higher Education - Information Technology
Master Grade IT
12.2023 -
CompTia A+
12-2023
Customer Support Specialist
Amazon
08.2023 - 12.2024
Customer Service Representative
Sage
11.2020 - 05.2023
Customer Advisor
Iinet
09.2019 - 03.2020
Help Desk Technician
Simplified IT
01.2018 - 06.2018
Trainee IT Technician
Visualize IT
02.2017 - 08.2017
Certificate of Higher Education - mathematics, physics, English, Afrikaans, Geography
Spine Road High School
01.2010 - 12.2015