Shanel Govender
Customer Service Representative And Teacher
Durban
Summary
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
19
19
years of professional experience
Work History
Teacher's Assistant
Happy Feet Daycare
09.2024 - Current
- Supported classroom activities, tutoring, and reviewing work.
- Supported classroom maintenance and upkeep, organizing books, and materials.
- Maintained safety and security by overseeing students in recess environments.
- Facilitated activities in small groups to reinforce concepts taught by class teacher.
- Monitored student behavior in classes, laboratories and on field trips for unsafe or rule-breaking concerns.
- Self-motivated, with a strong sense of personal responsibility.
- Passionate about learning and committed to continual improvement.
Customer Care Supervisor
City Logistics
04.2008 - 08.2024
- Streamlined call center operations for increased efficiency and productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
- Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
- Introduced innovative strategies for streamlining workflows, reducing average handle time without sacrificing quality.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Receptionist Administrator
The SPECTRUM Group
01.2006 - 01.2008
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Handled complaints and questions, and re-directed calls to other team members.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Kept reception area clean and neat to give visitors positive first impression.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Acted as first point of contact and set appointments for prospective clients.
- Supported executive staff with calendar management, meeting coordination, travel arrangements, and expense reporting for optimal time utilization.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Assisted in the planning and execution of company events for improved employee morale and client relations.
- Ensured welcoming environment for visitors, contributing to positive first impressions.
Education
No Degree - Teaching English As A Second Language
Tefl Universal
United Kingdom 04.2001 -
Skills
Classroom management
Computer skills
Positive attitude
Effective communication
Student engagement
Reading and writing support
Early childhood education
Timeline
Teacher's Assistant
Happy Feet Daycare
09.2024 - Current
Customer Care Supervisor
City Logistics
04.2008 - 08.2024
Receptionist Administrator
The SPECTRUM Group
01.2006 - 01.2008
No Degree - Teaching English As A Second Language
Tefl Universal
04.2001 -
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