Zarreen Adams
Technical Customer Service Manager
Cape Town
Summary
Customer Success Leader with 15+ years of progressive experience managing high-volume customer support operations and leading teams of 10-25 associates across e-commerce, SaaS, and technology environments. Currently serving as Support Social Media Manager at Amazon Web Services (AWS) with nearly 10 years at Amazon/AWS (2016-present), managing multi-channel support operations handling 500+ daily customer interactions across tickets, social media, and escalations. Proven expertise in building scalable support systems, implementing automation solutions, driving data-driven decision-making, and maintaining exceptional CSAT/NPS scores while protecting brand reputation.
Overview
18
18
years of professional experience
4
4
Certifications
Work History
Technical Customer Service Manager
Amazon Web Services (AWS)
08.2019 - Current
- Managing multi-channel customer support operations across social media platforms, tickets, and escalations
- Lead and manage team of L3/L4 builders within AWS SSMT CPT team, responsible for performance management and coaching
- Successfully scaled team operations while maintaining quality standards and service level agreements
- Conduct regular 1:1 meeting, performance evaluations, and targeted coaching to drive team excellence
- Mentor team members on escalation handling, customer communication, and technical problem-solving
- Operations & Escalation Management:
- Oversee high-volume support operations handling 500+ daily customer interactions across multiple channels
- Personally manage high-risk escalations including VIP customers, legal issues, and reputation-threatening situations
- Drive operational excellence across social media support channels, ensuring exceptional customer experiences
- Implement strategic initiatives to optimize team performance and customer satisfaction metrics
- Process Improvement & Automation:
- Develop and enforce SOPs, macros, escalation rules, and quality control standards
- Collaborate with cross-functional teams to implement automation solutions and AI integrations
- Conduct deep dive analysis on customer interactions to identify trends and update internal processes
- Participate in process improvement initiatives to streamline operations and enhance efficiency
- Data-Driven Performance Management:
- Monitor and report on key metrics: CSAT, NPS, ticket volume, response times, AHT, and QA scores
- Create and maintain performance dashboards for weekly reporting to leadership
- Analyze performance data to identify areas of opportunity and implement action plans
- Track team metrics including YTD QA scores and average handle times to ensure targets are met
- Community & Stakeholder Engagement:
- Serve as AWS Community Ambassador, organizing annual giveback events and volunteer coordination
- Act as customer advocate, reporting improvement areas to leadership and implementing innovative solutions
- Collaborate cross-functionally with marketing and operations to ensure customer feedback informs business strategy
- Create newsletters reflecting on community impact and customer success stories
Seller Support Team Manager
Amazon Web Services (AWS)
06.2016 - 03.2019
- Managing e-commerce customer support operations for Amazon Marketplace sellers
- Managed performance and behavior of 12-19 Seller Support Associates through effective 1:1 meetings and coaching
- Handled high-volume environment with 500+ daily tickets across seller inquiries, disputes, and escalations
- Implemented performance goals and action plans, achieving measurable improvements in team metrics
- Partnered with Workforce Management to execute daily staffing plans and meet service level goals
- Participated in daily Kaizen events to identify and implement process improvement initiatives
- Conducted seller interaction audits and delivered targeted coaching to enhance performance
- Liaised with Customer Service, Merchant Investigations, and Payments teams to resolve complex issues including chargebacks
Customer Service Manager
MERCHANTS - iiNET CAPE TOWN
05.2014 - 06.2016
- Managing customer support operations for Australian ISP with high-volume ticket environment
- Managed and motivated 15+ staff members handling 400+ daily customer interactions
- Monitored and reported daily productivity metrics and Net Promoter Score (NPS)
- Conducted performance management, quality assurance, and Top 20 coaching initiatives
- Managed recruitment, selection, and staff development programs
- Built SOPs and escalation protocols to ensure consistent service delivery
- Handled industrial relations in compliance with company policies and South African Labour Act
Sales Team Manager
METROPOLITAN LIFE
02.2013 - 05.2014
- Led team of 15 staff members in high-volume sales environment
- Delivered daily coaching on communication skills and product knowledge
- Monitored system statistics and conducted quality assurance reviews
- Managed performance and productivity to achieve targets
Tele Sales Team Leader
FOSCHINI FINANCIAL SERVICE
12.2010 - 01.2013
- Managed 25 staff members in high-volume contact center environment
- Developed learning contracts for new agents and conducted quality assurance
- Created SOPs and macros to improve efficiency and consistency
- Led various marketing projects and administrative initiatives
Member Liaison Officer / Customer Relations Team Leader
VIRGIN ACTIVE HEAD OFFICE
02.2008 - 12.2010
- Managed Customer Relations Department handling all member correspondence via website
- Investigated and responded to online reviews, social media comments (Twitter, Facebook), and escalations
- Maintained SLA and KPI standards, conducting quality assurance and compiling monthly reports
- Collaborated with regional departments to ensure national service level consistency
- Built reputation management processes for handling negative reviews and customer complaints
Education
Certificate - Human Resource Management
04.2001 -
Labour Relations • Human Resource Functions • Training and Development • Human Relations
Financial Planning
01-2014
- Skills for Financial Planner • Basic Concepts and Calculations • Legislation
Diploma - Business Management
04.2001 -
GPA: NQF 6
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01-2001
GPA: Grade 12
Skills
Customer relationship management proficiency
E-commerce platform management
Skilled in virtual collaboration platforms
Project management using ASANA
Data analytics and reporting
Process automation expertise
AWS internal tool management
Certification
Amazon Ignite - Leadership training programme for effective people leadership
CORE COMPETENCIES
- Customer Success Operations: Multi-Channel Support Management
- Escalation Handling
- Reputation Management
- Chargeback Resolution
- VIP Customer Relations
- Quality Assurance
- Leadership & Team Development: Performance Management
- Coaching & Mentorship
- Team Scaling (2→25 associates)
- Workforce Planning
- Conflict Resolution
- Change Management
Timeline
Technical Customer Service Manager - Amazon Web Services (AWS)
08.2019 - Current
Seller Support Team Manager - Amazon Web Services (AWS)
06.2016 - 03.2019
Customer Service Manager - MERCHANTS - iiNET CAPE TOWN
05.2014 - 06.2016
Sales Team Manager - METROPOLITAN LIFE
02.2013 - 05.2014
Tele Sales Team Leader - FOSCHINI FINANCIAL SERVICE
12.2010 - 01.2013
Member Liaison Officer / Customer Relations Team Leader - VIRGIN ACTIVE HEAD OFFICE
02.2008 - 12.2010
University of South Africa - Certificate, Human Resource Management
04.2001 -
University of South Africa( UNISA) - Diploma, Business Management
04.2001 -
Belgravia Senior Secondary School - ,
Milpark Business - , Financial Planning