Shadi Ndouvhada
Social Media Customer Support Specialist
Big Tree Estate, Jackals Creek
Summary
A versatile and customer-focused professional with a passion for delivering top-notch support, training and administrative service with 5+ years of experience. Skilled in active listening, problem-solving, and effective communication. Proficient in Beehive, Emplifi, Zendesk, Admin, Trello, microsoft, excel. Committed to continuous learning and process improvement, proven track record of improving customer satisfaction, resolving complex issues, and enhancing team performance. Excited to bring expertise to a dynamic team and driver customer success. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
Work History
Environmental Monitor/Admin
South African National Parks, Mokala National Park
2016.02 - 2017.12
Scientific research
Administering environmental permits & licenses
Environmental education (school programs)
Providing trainings & guidance to sub-contractors on environmental matters
Payroll & general admin
Field work
English Language Consultant
MPC Recruitment
2018.02 - 2018.12
Online English tutoring
Creating personalized lesson plans & study material
Conducting one-on-one or group tutoring sessions
Practicing conversation & communication skills
Assessing students' language levels & identify areas of improvement
Encouraging active learning & participation
Ridehailing Customer Support Specialist
Bolt, ZA
2018.12 - 2021.08
Handling customer inquiries & issues via phone, email, chat, & in-app support Driver Walk-in Centre Support, providing support for drivers(signing up, earnings, vehicle requirements & app functionalities, retraining)
Resolving problems related to ride scheduling, pick up, drop-offs & payment
Assist with account issues (login, password recovery, account suspension)
Onboarding Outsourced Agents
Ensuring compliance with company guidelines & regulatory requirements
Creating FAQ's, Knowledge base & support resources
Developing & implementing support processes & procedures
Resolving issues related to safety, lost items & accidents
Delivery Customer Support Specialist
Bolt Food Deliveries
2021.08 - 2023.11
Resolving issues with orders (missing items, incorrect orders, delays)
Outsource Onboarding & consultations
Assisting with refunds, cancellations, & modifications to orders
Restaurant & Courier Onboarding
Collaborating with internal teams (Sales, Operations, Marketing & product), restaurants & couriers
Facilitating partnerships with restaurants
Social Media Customer Support Specialist
Bolt, ZA
2023.12 - Current
Providing global CS support through social media platforms(Twitter, Facebook, Instagram & TikTok)
Monitoring Social Media Channels for inquiries & concerns
Resolving customer issues & safety cases (80 cases per day)
Providing product information, troubleshooting, & technical support
Collaborating with internal teams (Marketing, sales, products)
Analysing social media metrics & customer feedback to improve processes
Onboarding & training outsourced agents
Staying up-to-date with industry trends, best practices & platform changes
Ensuring consistent branding & tone across all social media interactions
Updated account information to maintain customer records.
Education
Matric -
Eletsa Secondary School
Brits 2001.04 -
N.Dip - Nature Conservation
Unisa
2001.04 -
Skills
Events planning
undefinedTimeline
Social Media Customer Support Specialist
Bolt, ZA
2023.12 - Current
Delivery Customer Support Specialist
Bolt Food Deliveries
2021.08 - 2023.11
Ridehailing Customer Support Specialist
Bolt, ZA
2018.12 - 2021.08
English Language Consultant
MPC Recruitment
2018.02 - 2018.12
Environmental Monitor/Admin
South African National Parks, Mokala National Park
2016.02 - 2017.12
Matric -
Eletsa Secondary School
2001.04 -
N.Dip - Nature Conservation
Unisa
2001.04 -
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