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Summary
Overview
Work History
Education
Work Availability
Skills
Timeline
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TRACY MITCHELL
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TRACY MITCHELL

Johannesburg

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Database AdministratorSupport Desk Team LeadCustomer Service RepresentativeCustomer Care Representative

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

RemoteHybridOn-Site
Location: Johannesburg, South Africa
Open to relocation: Yes

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsWork from home option

Summary

Empathetic Customer Service Representative with a strong background in enhancing customer communication by 30% and increasing satisfaction ratings by 15%. Skilled in CRM systems and data analysis, driving effective solutions that foster customer loyalty and operational excellence while maintaining a commitment to continuous improvement.

Overview

18
18
years of professional experience

Work History

Clearance Support Account Supervisor & Contact Cen

DHL Express
Johannesburg
05.2018 - 02.2024
  • Oversaw the import process, achieving 100% compliance with regulations and meeting all timelines.
  • Tracked import cargo movement for 500 key account customers, providing updates that improved customer communication by 30%.
  • Prepared and submitted import documents, reducing processing time by 25% and enhancing accuracy.
  • Resolved escalated customer issues, increasing satisfaction ratings by 15% within six months.
  • Streamlined quality programs, improving compliance efficiency and reducing delays by 20%.

Database Administrator

DHL Express
Johannesburg
02.2010 - 04.2018
  • Delivered concise reports featuring data visualization, enhancing stakeholder understanding and engagement by 30%.
  • Extracted and validated data from five internal systems, improving data quality and accuracy by 25%.
  • Implemented data analysis techniques, identifying key patterns and trends that increased operational efficiency by 15%.
  • Coordinated with the Sales team to maintain database accuracy, achieving 100% data integrity across all records.

Support Desk Team Lead

DHL Express
Johannesburg
02.2006 - 01.2010
  • Delivered first-line customer service to internal and external customers by addressing inquiries on shipment tracking, customs clearance status, pricing, and customs procedures, while maintaining adherence to service level agreements (SLAs) and company policies across phone, email, and online chat.
  • Supported security team in investigating lost or damaged shipments, ensuring thorough resolutions for both local and global cases.
  • Resolved customer issues related to incorrect shipment information, updating systems with accurate details to enhance data integrity.

Education

National Senior Certificate - Grade 12

Benoni Technical College
Gauteng, South Africa

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills

  • Customer Support Tools
  • Data Management
  • Data Analysis
  • VLOOKUP
  • PivotTables
  • Excel Charts
  • Formulas & Functions
  • Power BI
  • Microsoft Office
  • Google Sheets & Docs
  • Microsoft Teams
  • Logistics Coordination

Timeline

Clearance Support Account Supervisor & Contact Cen

DHL Express
05.2018 - 02.2024

Database Administrator

DHL Express
02.2010 - 04.2018

Support Desk Team Lead

DHL Express
02.2006 - 01.2010

National Senior Certificate - Grade 12

Benoni Technical College

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