Tracy Mitchell
Benoni
Summary
Developed skills in fast-paced contact center environment, specializing in team leadership and customer satisfaction. Adaptable and ready to transition into new field, leveraging expertise in process improvement and team management. Focused on achieving results and driving operational excellence.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Contact Centre Supervisor
DHL Express
Johannesburg
05.2018 - 02.2024
- Enhanced call center efficiency through strategic process controls and daily management metrics.
- Coordinated with other departments to provide smooth execution of sales initiatives.
- Supported sales team in nurturing client relationships and fostering customer loyalty.
- Enhanced compliance efficiency by streamlining and overseeing quality programs to address delays.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Database Analyst
DHL Express
Johannesburg
02.2010 - 04.2018
- Create clear and concise reports with data visualizations (charts, graphs) to effectively communicate key insights to stakeholders across different levels of the organization, including management and operational teams.
- Extract data from multiple internal systems and databases, ensuring data quality by identifying and correcting inconsistencies, duplicates, and missing information.
- Develop and implement data analysis techniques (statistical analysis, regression modeling, predictive analytics) to identify patterns, trends, and correlations within the data.
- Create comprehensive reports and dashboards using data visualization tools (Power BI, Tableau) to effectively communicate insights to stakeholders across different levels of the organization.
- Modified databases to meet needs and goals determined during planning process.
Support Desk Team Leader
DHL Express
Johannesburg
02.2006 - 01.2010
- Providing first-line customer service to DHL clients (internal and external) by answering inquiries regarding shipment tracking, delivery status, pricing, customs procedures, and resolving basic issues related to their shipments, all while adhering to established service level agreements (SLAs) and company policies, often through phone, email, and online chat interactions.
- Receiving and addressing customer inquiries via phone, email, and online chat regarding shipment tracking, delivery updates, billing, and service options.
- Utilizing internal DHL systems to access shipment details, update customer information, and process requests efficiently.
- Ensuring compliance with all relevant regulations and company policies regarding data privacy and customer service standards.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Education
National Senior Certificate - Grade 12 - Business Studies : Secretarial
Benoni Technical College
Benoni 01.2000 - 12.2000
National Intermediate Certificate - Grade 11 - Business Studies
Benoni Technical College
Benoni 01.1999 - 12.1999
Grade 8 To Grade 10 -
Willowmoore High School
Benoni 01.1996 - 12.1998
Skills
Strong Problem-solving Abilities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteHybridOn-SiteImportant To Me
Work-life balanceWork from home optionCareer advancementCompany CultureHealthcare benefitsTimeline
Contact Centre Supervisor
DHL Express
05.2018 - 02.2024
Database Analyst
DHL Express
02.2010 - 04.2018
Support Desk Team Leader
DHL Express
02.2006 - 01.2010
National Senior Certificate - Grade 12 - Business Studies : Secretarial
Benoni Technical College
01.2000 - 12.2000
National Intermediate Certificate - Grade 11 - Business Studies
Benoni Technical College
01.1999 - 12.1999
Grade 8 To Grade 10 -
Willowmoore High School
01.1996 - 12.1998
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