Randall Abrahams
Curriculum Vitae
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Virtual Customer Service Associate
AMAZON DEVELOPMENT CENTER
09.2017 - 02.2024
- Serviced Retail Customer Service contacts via phone, chat and email.
- Retail Resolution Specialist handling escalated contacts from internal and external customers.
- Account Management Specialist handling escalated contacts relating to accounts on hold and manual changes to accounts.
- Back Office / Billing Specialist handling escalated contacts from internal and external customers.
- BETA testing of new OS as it relates to Back Office / Billing department.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Collaborated with team members to continuously improve overall customer service quality.
- Supported fellow team members in resolving complex issues by sharing expertise and advice when needed.
- Adapted quickly to changes in business processes or technology updates, minimizing any impact on the level of service provided to customers.
- Implemented new strategies for better handling of customer issues, resulting in decreased wait times.
- Maintained detailed records of customer interactions, ensuring proper follow-up actions were taken when needed.
- Participated actively in ongoing training sessions and workshops aimed at enhancing personal skills and staying current with industry developments.
- Stayed updated on company policies and product offerings to provide knowledgeable assistance to customers.
- Promoted a positive brand image by consistently delivering top-notch service experiences for all customers.
- Managed high call volumes while maintaining a professional and friendly demeanor towards customers.
- Provided exceptional support to customers through phone, email, and chat platforms.
- Navigated multiple systems simultaneously while assisting customers, increasing efficiency and reducing handle time.
- Ensured timely resolution of technical issues faced by customers through effective troubleshooting techniques.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Resolution Specialist
AMAZON DEVELOPMENT CENTER
01.2017 - 01.2024
- Handling escalated contacts for internal and external customers via phone, chat and email whilst escalating systemic issues and escalating tickets for resolution.
Billing Specialist
AMAZON DEVELOPMENT CENTER
01.2017 - 01.2024
- Handling escalated billing inquiries via phone, chat and email
- Resolving escalated tickets, escalating systemic issues.
Documentary Film Assistant
KYROS MEDIA
01.2016 - 11.2016
- B-Roll film and still footage.
- Selecting and setting up interview locations.
- Minimized production delays with proactive problem-solving skills during unexpected challenges on set.
- Enhanced film production quality by assisting with lighting, sound, and camera setup.
- Maximized director''s time efficiency by handling administrative tasks such as scheduling, logistics, and paperwork management.
- Utilized lighting, camera angles and movement to create visual styles of films.
Retail Multimedia Sales Assistant
MAKRO
01.2011 - 02.2012
- Sales and customer service, stock taking and general department housekeeping.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Monitored and ordered supplies and materials to keep department well stocked.
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
Outbound Sales Assistant
MANGO 5
03.2007 - 07.2009
- Outbound sales of Metropolitan Funeral plans via phone contacts.
- Outbound sales of Cell C cellular packages via phone contacts.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
Education
High School Diploma -
Grassy Park High School
Grassy Park, Cape Town 04.2001 -
Skills
Analytical Thinking
Excellent listener
Process improvement driven
Friendly, courteous, & service oriented
Poised under pressure
Customer Obsession
Process Improvement Driven
Solid written & verbal communicator
Billing management
Teamwork and Collaboration
Multitasking Abilities
Attention to Detail
Team Collaboration
Customer Account Management
Problem-Solving
Alt phone
(+27) 066 235 3935
Id
851110 5125 080
Education & Certificates
- Grade 12 Matric, 2003. Grassy Park High School
- STCW, 05/2029, Personal Survival Techniques (PST), Personal Safety and Social Responsibility (PSSR), Fire Prevention and Fire Fighting (FPFF), Medical First Aid incl. Elementary First Aid(MFA[EFA])
- ACES stage 1, 2 & 3. Amazon Development Center.
Timeline
Virtual Customer Service Associate
AMAZON DEVELOPMENT CENTER
09.2017 - 02.2024
Resolution Specialist
AMAZON DEVELOPMENT CENTER
01.2017 - 01.2024
Billing Specialist
AMAZON DEVELOPMENT CENTER
01.2017 - 01.2024
Documentary Film Assistant
KYROS MEDIA
01.2016 - 11.2016
Retail Multimedia Sales Assistant
MAKRO
01.2011 - 02.2012
Outbound Sales Assistant
MANGO 5
03.2007 - 07.2009
High School Diploma -
Grassy Park High School
04.2001 -
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