Zaakirah Arend
Customer Service Agent
Cape Town
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 7 years of experience incustomer service.
Overview
8
8
years of professional experience
Work History
Digital, Devices and Alexa Support Agent
Amazon
09.2019 - 01.2023
- Utilized remote desktop tools effectively when necessary for efficient troubleshooting assistance directly on client systems.
- Developed comprehensive knowledge of products and services to provide accurate solutions.
- Acted as liaison between customers experiencing difficulties with their Alexa devices, Kindle Fire TV and Prime Video via phone, email and chat.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Provided excellent customer service, resulting in high levels of customer loyalty and retention.
- Assisted customers with software installation, configuration, and troubleshooting tasks for optimal system performance.
Acting Team Leader
Amazon
01.2020 - 07.2020
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Conducted risk assessments for each project phase, proactively identifying potential obstacles before they became significant challenges.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Advanced Technician Supervisor Role
Amazon
09.2019 - 01.2020
- Established effective working relationships with colleagues across departments by demonstrating strong communication skills and collaborative problem-solving abilities.
- Delivered high-quality training presentations to team members, sharing insights on industry best practices and advanced troubleshooting techniques to strengthen collective expertise.
- Mentored junior technicians in advanced diagnostic techniques, fostering professional growth within the team.
- Reduced downtime for critical systems by swiftly diagnosing and repairing complex technical issues.
- Provided exceptional customer support by addressing technical concerns promptly and professionally, resulting in increased client satisfaction rates.
- Exceeded performance expectations by consistently meeting deadlines and maintaining a high standard of technical proficiency in all assigned projects.
- Identifying contact drivers and recurring issues which creates a link between upper management and ticketing teams
Data Capturing and Receptionist
Brandability
03.2017 - 11.2018
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Editing images before adding to the company website.
Customer Service and Administration
Decofurn
10.2017 - 06.2018
- Spearheaded initiatives aimed at streamlining communication channels between various departments for enhanced collaboration.
- Reduced response times by effectively managing high-volume customer inquiries and prioritizing urgent issues.
- Developed thorough knowledge of company products and services, enabling accurate and informed responses to customer inquiries.
- Identified trends in customer feedback, suggesting opportunities for improvement or additional training needs for staff members.
- Provided exceptional support for customers, leading to increased loyalty and repeat business.
Sales Assistant
King Cake Party City
02.2015 - 10.2017
- Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
- Collaborated with team members to achieve a cohesive and efficient store environment.
- Offered exceptional sales support by following up with clients on purchases or addressing any concerns promptly.
- Offered exceptional after-sales support by following up with clients on purchases or addressing any concerns promptly.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Trained new hires on company policies, procedures, sales tactics helping them integrate seamlessly into the team.
Education
High School Diploma -
J.G. Meiring High School
Cape Town, South Africa 04.2001 -
Skills
Live chat support
Complaint Handling
CRM Software
Social Media Support
Call Management
Technical assistance
Ticket management
Training and coaching
Helpdesk operations
Hardware troubleshooting
Recordkeeping skills
Support Services
Customer Service
References
Riyaat Cassiem - Manager
Amazon Development Centre
+27 72 916 0466
Neh Mkhize
Supervisor
Decofurn Online
+27 84 7307 668
Timeline
Acting Team Leader
Amazon
01.2020 - 07.2020
Digital, Devices and Alexa Support Agent
Amazon
09.2019 - 01.2023
Advanced Technician Supervisor Role
Amazon
09.2019 - 01.2020
Customer Service and Administration
Decofurn
10.2017 - 06.2018
Data Capturing and Receptionist
Brandability
03.2017 - 11.2018
Sales Assistant
King Cake Party City
02.2015 - 10.2017
High School Diploma -
J.G. Meiring High School
04.2001 -