Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Yumna Rawoot

Athlone

Summary

With 8.5 years of experience in various roles, I have continually expanded my skillset and added value in different work environments. As a virtual administrator, student guidance manager, sales coordinator, and administrator, I have gained extensive knowledge in working with diverse clients and understanding their unique needs. This has allowed me to effectively position solutions within different contexts. Throughout these roles, I have consistently engaged with stakeholders and demonstrated strong administrative abilities. Additionally, my completion of a Bachelor of Technology in Marketing at CPUT has equipped me with valuable skills such as teamwork, time management, meeting deadlines and conducting thorough research.

Overview

2022
2022
years of professional experience

Work History

Administrator

121 BPO
Cape Town
2 2022 - 9 2023
  • 2IC/Assistant to the Manager
  • Handle escalated queries
  • Train and onboard new staff
  • Liaise with product owners and clients to coordinate bookings
  • Provide accurate information and have knowledge of policies and procedures
  • Ensure product owners schedules are aligned and send reminders to clients
  • Maintain client records and accounts
  • Verify financial records and arrange payments
  • Ensure all documentation is completed correctly
  • Ensure all stakeholders are kept up to date
  • Excellent communication skills, both verbal and written
  • Skilled at working independently and collaboratively in a team environment
  • Passionate about learning and committed to continual improvement
  • Assisted with day-to-day operations, working efficiently and productively with all team members
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.

Outbound VOIP Specialist

bOnline
Cape Town
06.2021 - 09.2021
  • Outbound call centre to UK small - medium business owners
  • Follow up on an enquiry the client made for VOIP or fibre packages
  • Provide relevant production information and highlight the benefits of moving to VOIP
  • Assist the client through the application process to get them setup with VOIP
  • Create a sense of urgency to take out VOIP on the first point of contact
  • Meet and exceed targets set out as per department requirements

Student Guidance Manager

Shaw Academy
Cape Town
07.2020 - 01.2021
  • Inbound call centre, retain students that wish to cancel their trial or subscription
  • Make outbound calls when there is availability on the inbound line, get students back on board by retaining students through free trials, course materials and e-certificates to help them get started
  • Escalate billing queries or GDPR data removal requests
  • Keep a daily tracker of all students that have been retained

Booking Agent

Afristay
Cape Town
01.2017 - 06.2020
  • Assist guests with booking inquiries for accommodation
  • Call hosts and confirm availability
  • Send out quotations to guests
  • Assist guests with alternative accommodation if their first option was not available
  • Call and email guests
  • Update rates for hosts
  • Assist with cancellations if need be and advise management if a guest needs to be refunded
  • Load payments when guests make EFT or deposit payments
  • Answer incoming calls when shifted to do so
  • Retrenched

Customer Engagement Administrator

Frank.net
05.2015 - 11.2016
  • General office administration - filing, printing, scanning, copying
  • Assistant to the team leader- managed all agents individual files
  • Created refund packs for customers that required refunds due to cancellation
  • Managed Excel trackers of agents individual daily sales
  • Prepared Word documents for the Team Leader for individual agent discussions or QA one on one meetings
  • Managed the recoveries team in the team leaders absence
  • Call listening - QA
  • Assisted agents with QA fails
  • Assisted with any ad hoc tasks my manager gave me
  • Retrenched

Sales Agent

Everything Everywhere (EE)
11.2014 - 04.2015
  • Inbound call centre - assisted customers with their upgrade
  • Provide information about the different cell phones on offer and their features / specifications
  • Provide information on the different upgrade packages available
  • Assist with queries relating to deliveries of customers' orders
  • Retrenched

Education

Bachelor of Technology - Marketing

Cape Peninsula University of Technology
Cape Town
04.2001 -

National Diploma - Marketing

Cape Peninsula University of Technology
Cape Town
04.2001 -

National Diploma - Information Technology

Cape Peninsula University of Technology
Cape Town
04.2001 -

National Senior Certificate -

The Oracle Academy
04.2001 -

Skills

Office Administration

Task Prioritization

Time Management

Organizational Skills

Excellent Communication

Reliability

Schedule Coordination

Attention to Detail

Administrative Support

MS Office

Customer Service

Office Administration

References

  • Margo Jonathan, Team Leader, 121 BPO, 081 307 8025
  • Lauren Stoffberg, Manager, Afristay, 081 544 1351
  • Leonie Kirstein, Team Leader, Frank.net, 076 416 8574

Timeline

Outbound VOIP Specialist

bOnline
06.2021 - 09.2021

Student Guidance Manager

Shaw Academy
07.2020 - 01.2021

Booking Agent

Afristay
01.2017 - 06.2020

Customer Engagement Administrator

Frank.net
05.2015 - 11.2016

Sales Agent

Everything Everywhere (EE)
11.2014 - 04.2015

Bachelor of Technology - Marketing

Cape Peninsula University of Technology
04.2001 -

National Diploma - Marketing

Cape Peninsula University of Technology
04.2001 -

National Diploma - Information Technology

Cape Peninsula University of Technology
04.2001 -

National Senior Certificate -

The Oracle Academy
04.2001 -

Administrator

121 BPO
2 2022 - 9 2023

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Yumna Rawoot