Roshaane Reid
Cape Town
Summary
As a meticulous and systematic Library Assistant also brings 10 years of customer service and administrative experience. Am well-versed in guest assistance and have expertise in reference materials and reader's advisory. My focus is on maximizing patron satisfaction while balancing team support with library operational needs. Additionally, I am an experienced Clerk with exceptional typing and data entry abilities, driven by results. I am knowledgeable in logging daily information, researching variances, and maintaining comprehensive records. I am accuracy-driven, service-oriented, and diligent in completing tasks with minimal supervision.
Overview
18
18
years of professional experience
Work History
Assistant Librarian
City of Cape Town Library Information Services
06.2022 - Current
- Shelving, loading new memberships, updating patron information, circulation desk duties, providing reader guidance, shelf reading, recording of information, cash management forms completion, service delivery, assisting with outreach programs, draft spreadsheets for new stock, perform library orientation, assigned administrative tasks, loading new stock on Symphony, creating displays, assisting with reference queries, facilitate/assist with digital literacy programs, participate/facilitate book discussions, create and maintain hall booking reservations, reservations report.
Senior Clerk
City of Cape Town Reticulation
04.2019 - 05.2022
- Provides support to the immediate supervisor, assisting with EPWP staff, checking Timesheets for completeness, emailing, provide staff guidance, SAP production worksorders, C3 notifications and works/service orders on SAP production, booking material, updating work in progress information, creating and capturing of notifications, providing administrative support to management, dealing with routine maintenance enquiries, labour capturing and confirmation, time and attendance duties, capturing leave forms, error handling, providing staff support, recording and tracking of correspondence, checking documentation for completeness, filing, scanning of documents and emails, fleet management assistance, vehicle checks, filing vehicle checklists, reporting vehicle faults, creating notifications when service due or any fault reported, reporting any emergency brake downs, assist with PRDP applications, tags renewals, completing insurance claims for any accidents reported, monitoring complaints progress by liaising with Fleet department, creating notifications on SAP for security requests, monthly kilometer reports updates.
Call Centre Agent 2
City Of Cape Town Corporate Compliance
01.2016 - 03.2019
- Answering all incoming interactions, identifying the nature of the enquiry, identifying complaints and disputes, accurately recording customer interaction on SAP CRM, logging all calls resolved by creating contacts on system, logging calls that require more dealing with to designated section, escalating all enquiries not resolved, resolving all complaints and enquiries, listening attentively whilst capturing, asking probing questions, confirming customer details and requests, navigating on all different systems, recording the outcome/advice given, ad-hoc duties, mobile office mayors roadshow, stand in team leader duties: assist new agents in incubator section of call centre, escalations and follow up requests, providing staff guidance, taking over difficult calls, time and attendance duties for new staff in training, reporting to management, assisting with technical enquiries, assisting with managing EPWP staff.
Customer Relations Agent
WNS British Gas Residential
03.2015 - 11.2015
- Inbound and outbound calls, logging and managing complaints, capturing meter reads, invoicing accounts, promoting products, explaining products and accounts set up payment plans, transfer adverse queries to relevant department, creating service requests, updating customers account details.
Customer Relations Consultant
Old Mutual Unit trust
02.2009 - 06.2013
- Taking inbound calls, processing transactions, opening new accounts, liaising with brokers and financial advisors, escalating enquiries, providing product information, escalating complaints, email statements and forms, voicemails, explanation processes, systems and account information.
Customer Service Agent
Courier Direct
04.2007 - 03.2008
- Answering inbound calls, tracing and tracking parcels, keeping client informed on deliveries, drafting spreadsheets for daily deliveries, taking down collections and switchboard duties.
Receptionist
Courier Direct
11.2006 - 04.2007
- Filing, faxing, emails, switchboard duties, payroll assistance, general enquiries from branch manager, minutes of meeting.
Education
Symphony High
01.2005
Basic and Advance Computer Training, Microsoft Word, Excel, PowerPoint, email, Internet, Call centre training, Telephone etiquette, Data capturing, Probing skills, Negotiation skills, Typing, Soft skills. -
BCS Bellville
01.2006
Skills
- Website Maintenance
- Reference Services
- Public Service Orientation
- Reader's advisory
- Written and oral communication
- Skilled researcher
- Time management mastery
- Document Preparation
- Strong Organization
- Data analysis proficiency
- Records Management
- Advanced Communication
- Customer Service
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Customer Relations
Id No
8710040315083
Personal Information
Gender: Female
Timeline
Assistant Librarian
City of Cape Town Library Information Services
06.2022 - Current
Senior Clerk
City of Cape Town Reticulation
04.2019 - 05.2022
Call Centre Agent 2
City Of Cape Town Corporate Compliance
01.2016 - 03.2019
Customer Relations Agent
WNS British Gas Residential
03.2015 - 11.2015
Customer Relations Consultant
Old Mutual Unit trust
02.2009 - 06.2013
Customer Service Agent
Courier Direct
04.2007 - 03.2008
Receptionist
Courier Direct
11.2006 - 04.2007
Symphony High
Basic and Advance Computer Training, Microsoft Word, Excel, PowerPoint, email, Internet, Call centre training, Telephone etiquette, Data capturing, Probing skills, Negotiation skills, Typing, Soft skills. -
BCS Bellville
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