Social Media Customer Service
Resume:
** * *********** ****** *********** JHB ****
PROFILE
PHONE:
EMAIL:
*.************@*****.***
LANGUAGES:
English (Fluent)
IsiZulu (Fluent)
Portuguese (Fluent)
SKILLS
Microsoft office
Sprinklr
Sales Force/ Nexus Care
Direct Hire
Tshimedzwa
3CX- XCally
Portuguese voice over agent
HONORS & AWARDS:
2018- Top performer of the year. Outstanding performance and lasting contribution.
2017- Distinction on work integrated learning.
REFERENCES:
Coca-Cola South Africa
MR. Elton Ray- Supervisor
Mrs. Lisa Mains Sheard- Manager
Smollan Agency HR
WORK EXPERIENCE
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.
(Previous)
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.
EDUCATION
3 yrs. Diploma in Human Resources Management
2015-2017
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
2011
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.
Contact this candidate