Summary
Overview
Work History
Education
Skills
Certification
Interests
Software
Accomplishments
Philanthropy & Charity
Timeline
Hi, I’m

Shelton Chivhere

Support Specialist
Port Elizabeth
Shelton Chivhere

Summary

Motivated professional with qualifications in Managerial Economics and Human Resource Management. Currently serving as an Operations Analyst at Trilogy, I am prepared to embrace new challenges. Proficient in utilizing various customer relationship management platforms, cloud-based telecommunications systems and ticket management software. Well-versed in delivering exemplary telephone and conversational etiquette to handle a wide range of customer interactions. Seeking a role to further enhance existing skills, acquire new expertise, and contribute to organizational success. Thrives in both team-oriented and individual work environments. Possess a strong work ethic and dedication to professional growth. South African ID document holder and a proven track record of excelling in diverse opportunities.

Overview

6
years of professional experience
7
years of post-secondary education
3
Certifications
2
Languages

Work History

Trilogy
Remote

Operations Analyst
10.2022 - Current

Job overview

  • Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Gathered, documented, and modeled data to assess user trends.
  • Prevented and minimized processing errors by analyzing trends and implementing feedback from managers.
  • Collaborated with operations team to provide excellent customer service and foster positive work environment.
  • Created and maintained well-organized electronic and hard copy files to support business processes.
  • Supported supervisor and associated team members to maintain system functionality.

Amazon.com Inc
Remote

Customer Service Associate
09.2020 - 10.2022

Job overview

  • Utilized various channels to communicate with clientele such as website chats, phone calls, and emails.
  • Developed highly empathetic client relationships with a diverse range of customers across the globe, especially in the United States and the United Kingdom.
  • Responded proactively and positively to rapid change.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed strong proficiency in handling customer queries and concerns within the food services, courier logistics, e-commerce retail, and technical support sectors.
  • Provided customer feedback to management and identified areas of improvement for products and services.
  • Provided training and support to new associates to help provide high-quality customer service.
  • Actively listened to customers, handled concerns quickly and followed-through on all critical inter-departmental escalations to increase customer retention rates..
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Solved problems with products and services by providing customers with technical support.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Printulu (Pty) Ltd
Rosebank

Customer Service & Sales Agent
11.2019 - 09.2020

Job overview

  • Managed diverse responsibilities such as generating and closing sales leads, handling up to 100 daily phone calls, addressing up to 70 emails/tickets, and providing efficient support on the live chat platform within a 2-minute response time.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Promptly responded to inquiries and requests from prospective customers.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Delivered prompt service to prioritize customer needs.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Negotiated pricing with vendor suppliers to fit customer budgets and generate maximum gross profit.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Used customer insights to develop innovative sales strategies to increase sales.
  • Documented and updated customer records using Zendesk to record interactions, optimize communication and facilitate follow-up.

TRSS Reaction
Midrand

Sales & Marketing Specialist/Customer Service Representative
02.2019 - 11.2019

Job overview

  • Generated new sales leads to achieve and exceed monthly sales goals.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Met existing customers to review current services and expand sales opportunities.
  • Negotiated prices, terms of sales and service agreements.
  • Informed customers of promotions to increase sales productivity and volume.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Stayed current on company offerings and industry trends.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Contributed to team objectives in fast-paced environment.
  • Consulted with businesses to supply accurate product and service information.
  • Developed and maintained strong working relationships with professionals within assigned territory.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Used Customer Relationship Management Software (CRM) to track sales data and statuses for multiple accounts.
  • Established customer loyalty program to reward strong customers, identify potential customers and build greater customer service experience.
  • Monitored trends in social media, industry, and competitive landscape to create new material.
  • Planned marketing initiatives and leveraged referral networks to promote business development.
  • Met with vendors to assess products, inquire about services and negotiate pricing.
  • Onboarded new team members and coached personnel in marketing tasks.

Ecocash
Midrand

Customer Service & Sales Agent
12.2016 - 11.2018

Job overview

  • Provided international money transfer assistance, particularly for transactions to Zimbabwe, and delivered precise support for mobile-related inquiries.
  • Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
  • Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
  • Conferred with existing and potential customers to assess requirements and propose optimal solutions.
  • Boosted brand awareness, implemented promotional campaigns, and employed sales tactics as part of territory development.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Exercised leadership capabilities by successfully motivating and inspiring others.

Education

Boston City Campus
Randburg, South Africa

Higher Certificate from Human Resource Management
02.2022 - 11.2022

University Overview

University of South Africa
Pretoria, South Africa

Higher Certificate from Economic and Management Sciences
02.2019 - 11.2019

University Overview

Midlands Christian College
Gweru, Zimbabwe

Cambridge O Level & A Level Certificates from High School
01.2008 - 11.2013

University Overview

Skills

    Forecasting skills

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Certification

International Computers Driver’s License (ICDL) Certificate

Interests

Social rugby

Reading

Exercising

Documentaries

Software

Google Workspace

Microsoft Office Suite

Adobe Acrobat

Bluwave CRM

Atlassian Confluence & Jira

Magento

Zendesk

Amazon Customer Service Central

Softphone

Loom

Microsoft Teams

Google Meet

Slack

Mattermost

Amazon Chime

Spreadsheets

Accomplishments

Accomplishments

Appointed as the Senior Marketing Specialist at TRSS Reaction (2019) and implemented a process improvement strategy for Amazon Logistics (2022).

Philanthropy & Charity

Philanthropy & Charity

Recorded audiobooks for the visually impaired in partnership with Goodera and Samarthanam Trust for The Disabled (2020-2021), provided computer tutorial classes for the underprivileged in partnership with Amazon Customer Trust & Partner Support team and Mary's Place Seattle (2021), hosted mock interview sessions at a virtual career fair organized by Fairfax County Public Schools (2021), and served as a creative judge for the 'Your Voice is Power' coding competition in collaboration with Amazon Future Engineer, Georgia Tech, and Pharrell Williams's philanthropic organization 'YELLOW' (2021). 

Timeline

Test Dome's Attention to Detail Certification

10-2022
Operations Analyst
Trilogy
10.2022 - Current
Boston City Campus
Higher Certificate from Human Resource Management
02.2022 - 11.2022

IELTS Academic English Certification

01-2022
Customer Service Associate
Amazon.com Inc
09.2020 - 10.2022
Customer Service & Sales Agent
Printulu (Pty) Ltd
11.2019 - 09.2020
University of South Africa
Higher Certificate from Economic and Management Sciences
02.2019 - 11.2019
Sales & Marketing Specialist/Customer Service Representative
TRSS Reaction
02.2019 - 11.2019
Customer Service & Sales Agent
Ecocash
12.2016 - 11.2018

International Computers Driver’s License (ICDL) Certificate

03-2012
Midlands Christian College
Cambridge O Level & A Level Certificates from High School
01.2008 - 11.2013

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Shelton ChivhereSupport Specialist