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Social Media Customer Service

Johannesburg, Gauteng, South Africa
August 14, 2019

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** * *********** ****** *********** JHB ****






English (Fluent)

IsiZulu (Fluent)

Portuguese (Fluent)


Microsoft office


Sales Force/ Nexus Care

Direct Hire


3CX- XCally

Portuguese voice over agent


2018- Top performer of the year. Outstanding performance and lasting contribution.

2017- Distinction on work integrated learning.


Coca-Cola South Africa

MR. Elton Ray- Supervisor

011-***-**** - 064-***-****

Mrs. Lisa Mains Sheard- Manager


Smollan Agency HR



The Coca-Coca Company- Consumer Interaction Centre

(Promoted to) Brand Community Manager

May 2019- Managing all social media platforms for the brands responsible for.

Content publishing and scheduling.

Creation of social copy conceptualization for special days and ad hoc events. Weekly social media trends research.

Live event coverage for KO brands when required.

Creation of content reports using tools and platform data.

Community insight detailing to analysts.

Exporting clean accurate data from Sprinklr for the analytics team.

Datasheet management for their brands.

Inbound conservation data cleaning for the brands managed.

Inbound conversation tagging.

In-depth knowledge of Sprinklr, Facebook, Twitter, Instagram, and YouTube. Attention to details: Spelling errors are non-negotiable.

Buddy up with Human Resources Administrator on Fridays and assist with;

Direct hire system and first call resolution to set up for interviews.

Buddy up during interviews.

Assist with the fingerprint process via the Tshimedzwa system.

Assist with onboarding introduction and induction.

Send Main run and Sub run to Payroll.


The Coca-Cola Company Consumer Interaction Centre

Response Specialist- Customer Service

December 2014

Social Media Support, Twitter and Facebook complaints and responses. Coca-Cola product complaints and inquiries management.

Provide appropriate solutions, follow-up to ensure consumer data is captured.

Provide accurate, valid and complete information.

Administration and Portuguese reports from social media tools.

Cell C The Glen

Telemarketing Agent

February 2014 to November 2014

Cold Calling

Upgrades and mobile activations

Reasons for leaving - Growth and change of career.


3 yrs. Diploma in Human Resources Management


Subjects: Business Communication. Human Resources Management. Business Management. Training and Development. Business Information Systems. Commercial law. Marketing Management. Business Statistics. Project Management. Strategic Management. Industrial Psychology. Entrepreneurship & Small Business Management.

NQF Level 4- Hospitality Reception


Subjects; Health & Safety Procedures. Computer Skills. Health & Safety Procedure. Communication. Communication 2nd Language. Development & Operation Procedures. Customer Services. Mathematics Literacy. Agency Operation & Procedures.

I am currently working for Coca-Cola South Africa within the SEABU Consumer Interaction Centre. In this role, my responsibilities include; Provide engaging text, image and video content for social media platforms. Set and implement social media and communication campaigns to align with marketing strategies. Monitor and report on feedback and online reviews. Response specialist, handling product complaints, consumer inquiries via call, email, social media, data collection, and entry.

I am an experienced Brand community manager with a history of working in the customer services industry. Skilled in communication, problem-solving, self-management, time management, personal development, sales, creating memorable experiences, and excellence service.

I have a 3-years Diploma in Human Resources Management that I have completed while working in customer service. This function has always been of interest to me and as I am now qualified, I would like to start obtaining experience in this field. I buddy up every Friday with the HR and assist with recruitment.

What I love within the HR profession is its continuous improvement. The spirit of the HR function, to me, is entrenched in improvement - training, recruiting talent, developing benefit plans, looking at new tech tools or making HR processes more efficient - raising the bar and taking people or processes to the next level. This is what I am interested in.

I pride myself in offering the best of my ability in any project I work on and passion for people on all levels.

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