Vely Pondja

• Company Overview: International SOS is a medical and security company. It provides medical assistance, medical staffing, medical equipment and security assistance, to companies around the world.
• I started as a Customer Service Executive, assisting Expatriates and Business travellers with first response medical assistance.
• I then later moved to the Site Liaison Officer position in 2022.
• Dedicated and organised Site Liaison Officer with substantial experience in managing HR and logistics needs for medics across various sites. Proficient in Speaking Portuguese and effective in maintaining communication between the medical staff and clients. Committed to delivering exceptional support and achieving operational excellence.
• Coordinated communication between project teams and stakeholders to ensure alignment on site operations and objectives.
• Trained new staff members on site-specific procedures and safety measures, ensuring a knowledgeable workforce capable of meeting operational demands.
• Optimized resource allocation for greater cost savings and improved overall project performance.
• Facilitated smooth transitions between project phases through effective planning and coordination of resources.
• Implemented training programs for new employees, promoting consistent quality across the team.
• Acted as contact for client's communication with field personnel.
• Identified and resolved potential structural issues.
• Led critical missions to ensure public safety, achieving significant reductions in crime rates.
• Implemented feedback system from community, using insights to guide policing strategies and improve public relations.
• Managed departmental budgets effectively, ensuring optimal allocation of resources for necessary equipment and training.
• Maintained database systems to track and analyse operational data.
• Gathered, organized and input information into digital database.
• Devised and implemented processes and procedures to streamline operations.

Company overview: VIP24/7 is an online gaming company.

• I was an online gaming support agent, using chat, email and phone to assist customers with issues or complaints.
• Managed customer inquiries and provided timely resolutions, ensuring high levels of satisfaction and adherence to service standards.
• Coordinated with cross-functional teams to streamline operations, improving response times and operational efficiency.
• Resolved escalated issues effectively by employing strong negotiation skills, leading to improved customer retention rates.
• De-escalated and resolved customer complaints with punctual, polite and professional service.

• Company Overview: Ornico is a media monitoring company.
• I started off as a media monitor, where I had to listen to shows on radio, watch a few TV shows and monitor mentions of clients.
• Conducted in-depth analysis of competitor media presence, identifying strengths and weaknesses to enhance client positioning in the market.
• Developed comprehensive weekly summaries of media activity, highlighting key metrics and narrative developments relevant to client interests.
• Utilized advanced analytics tools to track brand sentiment and audience engagement, providing actionable reports to stakeholders.
• Engaged with clients regularly to review media reports, offering strategic recommendations based on current industry trends and analysis results.
• Ensured timely delivery of comprehensive reports, maintaining a consistent track record of meeting deadlines.
• Improved the quality of data collection by refining search parameters and optimizing keyword selection processes.

• Company overview: Merchants is a Dimension Data company that sets up call centres for various clients.
• I worked for two call centre projects for Merchants.Talk Talk (United Kingdom based client) and South African Airways.
• Delivered exceptional customer service by managing high call volumes, ensuring each interaction met quality standards and resolved inquiries effectively.
• Utilized CRM systems to document customer interactions and track issue resolution, enhancing data accuracy and improving response times.
• Trained new staff on call handling procedures, product knowledge, and customer service best practices to ensure adherence to company policies.
• Collaborated with team members to develop strategies for addressing recurring customer concerns, leading to improved satisfaction rates among clients.
• Managed escalated calls by employing conflict resolution techniques, successfully de-escalating difficult situations while maintaining professionalism and empathy.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Streamlined call flow processes for more efficient response times and increased productivity.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.