Technical Support Customer Service
Resume:
MR CIDAT CECIL MILLER
C l i ent Acquisition & Partnership Development D i rector
CONTACTS
Phone Number:
Email:
**********@*****.***
Address:
De La Rey Street,
Johannesburg, South
Africa, 2092
ABOUT ME
Over 15 years of experience
driving customer success
across diverse roles:
Customer Experience &
Sales: Proficient in
telephonic communication,
inbound/outbound
inquiries, sales, and
technical support (B2B,
B2C, B2B2C).
Client Management &
Retention: Proven ability to
build rapport, resolve
conflicts, and foster long-
term client relationships.
Technical Expertise:
Possess experience in
technical support and am
continuously developing my
skills in AWS cloud
services.
Global Focus: Recently
transitioned into Expatriate
Immigration Support,
demonstrating a broader
understanding of client
needs.
Key Skills:
Customer Service &
Communication
(Telephonic & In-Person)
Sales & Technical Support
Client Relationship
Management & Retention
Conflict Resolution &
Problem-Solving
Expatriate Immigration
Support (Recent
Experience)
AWS Cloud Services
(Ongoing Development)
Additional Information:
Proficient in major
customer service software.
Possess a positive and
amicable mindset.
Dedicated and eager to
leverage proven skills to
contribute to your business
SKILLS
• Verbal Communication
• Written Communication
WORK EXPERIENCE
Client Acquisition & Partnership Development Director Fullfunnel LLC / Boston Massachusetts / Apr 2023 - Mar 2024 Drive business growth through strategic collaboration and execution: Collaborate with internal teams and clients to develop and implement e ective business development initiatives.
Conduct market research to understand target audiences and develop targeted multi-channel campaigns (email, social, and calling) to generate qualified leads.
Engage with potential customers through cold calling to identify and qualify sales opportunities aligned with client goals and KPIs. Partner with Account Directors and Operations teams to deliver exceptional sales development services.
Utilize diverse prospecting techniques (teleprospecting, email, social media) to maximize campaign reach and e ectiveness.
Collaborate with Sales Operations on sales enablement initiatives, lead generation, and campaign deployment.
Leveraged extensive experience in account management: Successfully managed accounts at companies including Pequity, CommonWealth Joe, LiquorSplit, and others.
Oversaw daily marketing sequence distribution and managed email communication through various CRM and communication tools (Apollo, Outreach, Salesforce, HubSpot, Zoom, Slack, LinkedIn, Skrapp, Drata, etc.). Key Skills:
• Business Development Strategy
• Market Research & Analysis
• Multi-Channel Campaign Management
• Lead Generation & Qualification
• Cold Calling & Prospecting
• Sales Enablement & Collaboration
• Account Management
• CRM & Communication Tools Proficiency
Global Strategic Business Development Advisor
HR Covered / London, Canada / May 2022 - Apr 2023
Key Responsibilities:
Drive Sales Growth: Secure at least 30 qualified appointments monthly and consistently exceed sales targets through e ective lead generation and conversion strategies.
Exceed Client Expectations: Deliver exceptional customer service to prospects across Canada, addressing their HR compliance needs. Schedule in-depth consultations with Senior Account Executives and ensure seamless communication through appointment booking, confirmations, and Zoom meetings in their time zone.
HR Compliance Expertise: Leverage in-depth knowledge of HR compliance across all Canadian provinces to provide comprehensive support, including training, documentation management, recruitment assistance, and consulting services. Conduct thorough compliance assessments and equip clients with personalized checklists and updates on key regulatory changes. Key Skills:
• Lead Generation & Qualification
• Sales & Conversion
• Customer Service & Support
• HR Compliance Expertise (all Canadian provinces)
• Cold Calling & Prospecting
• Appointment Setting & Confirmation
• Communication & Interpersonal Skills
• CRM Proficiency
• Time Management & Organization
• Teamwork & Collaboration
• Adaptability & Continuous Learning
Additional Requirements:
• Maintain a call quality score of 85% or higher.
• Demonstrated punctuality and consistent attendance.
• Positive and professional attitude.
Systems used, Close CRM, etc
Technical Pre-Sales & Client Support Specialist
Vessel Inspection Service / Craighall Park, Sandton / Jan 2022 - May 2022 Prospecting & Lead Generation:
Secure at least 5 new quotes weekly through daily cold calling (minimum 70 calls).
Foster existing client relationships, targeting at least 20 quotes per week through ongoing communication.
Utilize a designated CRM system (e.g., Maximizer) to meticulously record all client interactions.
Sales Cycle Management:
Prepare comprehensive site visit documentation (quotes, job sheets, company résumés, etc.) with accuracy.
Manage all aspects of job planning, including scheduling technicians, inspectors, and contractors, and securing necessary resources. Ensure timely and complete site work, liaising with clients and technicians to verify test reports.
Customer Service & Relationship Building:
Deliver exceptional customer service, prioritizing professionalism and courtesy in all interactions.
Maintain accurate and complete invoices.
Adhere to established workflow guidelines and actively pursue the achievement of sales targets and budget goals.
Set and present clear, actionable weekly goals during status meetings. Attend all scheduled meetings.
Professional Development & Sales Skills:
Continuously enhance sales expertise through training, independent research, and maintaining up-to-date knowledge of VIS products and services. Possess a deep understanding of the sales cycle, and VIS features/benefits, and implement creative strategies to drive sales and client retention. Demonstrate strong problem-solving and project management abilities, coupled with the capacity to achieve sales targets. Additional Requirements:
Uphold VIS core values, emphasizing honesty, integrity, teamwork, and respect towards all stakeholders.
Exhibit a commitment to going the extra mile, including working overtime when necessary and facilitating status meetings in the absence of management.
Follow up on outstanding payments diligently.
Key Skills:
• Lead generation & prospecting
• Client relationship management
• Sales cycle management
• Customer service & communication
• Product knowledge & presentation
• Project planning & problem-solving
• Goal setting & achievement
• CRM proficiency
• Time management & organization
• Honesty & integrity
• Teamwork & collaboration
• Adaptability & continuous learning
Expatriate Services & Compliance Advisor
Tax Consulting SA/Africorp/Xpatweb / Bryanston, Johannesburg
/ Jul 2021 - Dec 2021
Provided comprehensive support throughout the immigration process: Guided clients from initial inquiries to application submission and post- submission follow-up.
Processed diverse applications (SAQA, memberships, VFS, visas, PR, citizenship).
Drafted supporting letters, reviewed documents, and compiled complete application packages.
Facilitated payments, refunds, bookings, and collection of vital documents. E ectively liaised with clients, universities, professional bodies, and foreign embassies.
Maintained accurate client records and ensured adherence to company policies and procedures.
Actively contributed to marketing and client engagement: Managed the CRM system, creating marketing materials and keeping clients informed.
Conducted ongoing research to stay updated on immigration regulations and processes.
Demonstrated strong administrative and organizational skills: Handled general administrative tasks, including ordering o ce supplies and attending meetings.
Assisted the Director with various business requests and provided weekly updates.
Key Skills:
• Immigration Law and Procedures
• Client Service & Communication
• Application Processing & Document Management
• Liaison & Relationship Building
• Organization & Attention to Detail
• Marketing & CRM Management
• Research & Problem-Solving
• Time Management & Multi-Tasking
• Teamwork & Collaboration
Technical Billing & Customer Support Consultant
Dimension Data & MerchantsCX.ZA / Bryanston, Sandton / Sep 2020 - Jun 2021 Delivered exceptional customer service across multiple channels (phone, email, written correspondence).
E ciently resolved customer inquiries, complaints, and billing issues, prioritizing customer satisfaction.
Utilized strong problem-solving skills to identify and address customer concerns proactively.
Managed customer accounts with accuracy, processing invoices, reconciling payments, and maintaining detailed records.
Ensured adherence to company policies and procedures. Collaborated with internal departments to enhance customer service and experience.
Identified upselling opportunities and recommended relevant products or services.
Worked e ectively as part of a team to achieve individual and team goals. Demonstrated exceptional communication skills, building trust and rapport with customers.
Key Skills:
• Customer Service
• Problem-Solving
• Communication
• Billing & Collections
• Data Accuracy & Attention to Detail
• Teamwork & Collaboration
• Multi-Tasking & Time Management
• Flexibility & Adaptability
Customer Success & Technical Sales Consultant
Enbaya Pre -Paid Meters / Fairland, Johannesburg / Feb 2020 - Jul 2020 Drove sales growth through the entire customer lifecycle: Managed the entire sales process, from prospecting and lead generation to closing deals and ensuring successful delivery.
Developed strong client relationships (resellers and end-users) to maximize sales and provide exceptional customer service.
Identified client needs, proposed tailored solutions, and communicated product information/promotions e ectively.
Handled all aspects of the customer journey: processed orders, facilitated onboarding, and managed key accounts.
Provided comprehensive support: handled cancellations, educated customers, and o ered technical assistance.
Demonstrated strategic and proactive salesmanship: Conducted market research, identified new business opportunities, and developed winning sales strategies.
Managed workload e ectively, prioritized tasks, and consistently exceeded sales targets and revenue goals.
Networked at industry events to generate new leads and nurture existing client relationships.
Delivered exceptional results through strong communication and collaboration: Possessed deep product knowledge, adhered to company policies, and addressed client inquiries promptly and professionally. Collaborated with marketing to develop e ective sales strategies and trained other sales consultants.
Influenced customers through compelling presentations, providing service/product information and pricing with clarity. Represented the company at trade shows, events, and demonstrations, creating a positive brand image.
Key Skills:
• Account Management & Relationship Building
• Business Development & Lead Generation
• Sales & Negotiation
• Customer Service & Support
• Time Management & Prioritization
• Product Knowledge
• Communication & Presentation Skills
Principal Business Development & Sales Specialist
Masterclass Events / Clubview, Centurion / Mar 2019 - Dec 2019 Achieved consistent sales success through strategic selling and relationship building:
Sold training packages (Basel 1, 2 & 3, HR Analytics, etc.) to leading South African companies, exceeding sales targets and achieving KPIs. Developed new business and managed key accounts, fostering long-term relationships and exceeding client expectations.
Analyzed market trends and researched client needs to identify and capitalize on new sales opportunities.
Leveraged social media platforms to establish brand presence, build relationships with JSE Listed Companies and Banks, and generate leads. Delivered exceptional customer service by providing tailored solutions to improve clients' training ROI and maintaining positive relationships. Sold online training through both inbound and outbound calls, demonstrating proficiency in various sales channels.
Analyzed business goals and practices of potential and existing clients, recommending improvements to enhance their performance and market share. Committed to continuous learning and networking to maintain professional and technical knowledge and stay ahead of industry trends. E ectively handled sales administration tasks including reports, credit applications, and quotations.
Key Skills:
• B2B Sales & Negotiation
• Account Management & Relationship Building
• Market Research & Analysis
• Social Media Marketing & Lead Generation
• Customer Service & Solution Selling
• Online & O ine Sales Techniques
• Business Acumen & Strategic Thinking
• Professional & Technical Knowledge Development
• Sales Administration & Reporting
Customer Service & Queries Resolution / Credit Controller
& Retention / Sales Support
Avon Justine / Sandton, Johannesburg / Feb 2010 - Jan 2019 Customer Service:
Delivered exceptional customer service through phone, email, and in-person interactions, demonstrating patience, empathy, and excellent communication skills (verbal and written).
Resolved customer inquiries, complaints, and billing issues promptly and e ciently, utilizing strong problem-solving skills and attention to detail. Built strong relationships with clients and fostered positive customer experiences by actively listening, understanding needs, and adhering to company policies and procedures.
Sales:
Consistently exceeded sales targets by e ectively identifying customer needs, recommending tailored solutions, and negotiating contracts to secure new business opportunities.
Developed and maintained relationships with key clients, achieving repeat business through excellent customer service, relationship management, and conflict resolution skills.
Conducted market research, analyzed trends, and developed targeted sales strategies to drive growth and stay ahead of market changes. Presented product information e ectively leveraging strong product knowledge and persuasion skills.
Operations:
Managed and coordinated various operational processes e ectively, ensuring adherence to compliance regulations and maintaining accurate records. Analyzed data, identified areas for improvement, and implemented process changes to optimize e ciency and address challenges. Liaised e ectively with internal and external stakeholders to ensure smooth operations and resolve issues.
Demonstrated adaptability and problem-solving skills by adapting to changing situations and finding solutions.
Key Skills:
• Customer Service:
• Communication (verbal & written)
• Problem-solving
• Attention to detail
• Customer relationship management
• Empathy and patience
• Conflict resolution
• Active listening
• Adherence to policies and procedures
Sales:
• Target achievement and exceeding goals
• Relationship building and client management
• Market research and analysis
• Negotiation and persuasion
• Product knowledge and presentation skills
• Cold calling and prospecting
• Sales strategy development
Operations:
• Process management and optimization
• Data analysis and problem-solving
• Project management and coordination
• Time management and organization
• Teamwork and collaboration
• Adaptability and flexibility
• Compliance and regulations
Additional Skills:
• Business process modeling (BPMN)
• Functional testing
• Credit control and collections
• Data entry and accuracy
• Multitasking and prioritization
• Training and coaching
Client Acquisition & Relationship Management Consultant International SOS / Midrand, Johannesburg / May 2006 - Jan 2010 Emergency Service Agent (Vodacom 112 & 114):
Dispatched emergency calls (police, fire, ambulance) e ciently and accurately. Sales Representative:
Converted leads into sales through persuasive communication and e ective objection handling.
Ensured sales accuracy and met targets & deadlines through meticulous record-keeping.
Exceeded sales goals by up-selling and cross-selling products through outbound calls.
Adhered to FAIS compliance and quality assurance (QA) criteria. Maintained professional selling skills and accurately documented call details. Prepared quotations, and policies, and handled sales administration e ciently. Top Up Travel Insurance Sales:
Sold and upgraded travel insurance for bank cards, o ering product endorsements.
Ensured proper documentation for trips and assisted private bank clients with travel insurance and concierge services.
Liaised with the claims department to facilitate claim resolution and case closure.
Customer Service:
Delivered exceptional customer service, resolving inquiries e ectively and professionally.
Developed and maintained long-term customer relationships through follow- up calls.
Managed existing customer base and responded to sales leads promptly. Key Skills:
• Emergency dispatch: Prioritization, decision-making, accuracy, and composure under pressure.
• Sales: Persuasion, communication, customer service, objection handling, target achievement, compliance, and record-keeping.
• Travel insurance: Product knowledge, sales, customer service, claims handling, and document management.
Production & Operations Specialist
Mailtronic Marketing Direct / Ophirton, Johannesburg / Jun 2004 - Mar 2006 Production and Customer Service:
Managed a computerized system used to generate accurate product order specifications, ensuring customer satisfaction and e cient production processes.
Liaised e ectively with clients to understand their needs, answer questions, and ensure their satisfaction with the final products. Operated various printing and finishing machinery (envelope machines, docu- techs, laser printers, guillotines, glue binding presses) to produce high-quality products.
Performed binding and finishing tasks to complete product orders. Reviewed product specifications for accuracy and feasibility, adapting computer systems and production processes as needed to meet client requirements and optimize e ciency.
Managed workflow e ectively, allocating and distributing work among available sta, monitoring progress, and maintaining order quality. Maintained open communication with clients throughout the production process, keeping them informed and ensuring their specifications are met. Enforced health and safety standards and adhered to workplace legislation, actively recommending improvements for a safe and productive work environment.
Key Skills:
• Production Management & Workflow Optimization
• Customer Service & Communication
• Printing & Finishing Machinery Operation
• Product Specification & Quality Control
• Computer System Utilization & Adaptation
• Health & Safety Compliance & Improvement
Administrative Support Specialis
Transvaal Estate Agency / Brixton Johanneburg / Oct 2001 - Apr 2004 Supported real estate operations through e ective communication, data management, and administrative tasks:
Assisted the real estate administrator with tasks related to sales, leasing, and rentals.
Handled and screened incoming calls relating to real estate deals, establishing positive client relationships and capturing relevant information. Managed and monitored lease administration for both landlords and tenants, tracking payments and obligations.
Maintained and updated client databases with details of deals, contracts, and payments.
Supported the real estate team in capturing new business by assisting with data entry and listing activity logs.
Performed administrative duties including:
• Typing and data entry based on transactions
• File organization and research
• Ordering o ce supplies
• Making copies and completing meeting setup
• Greeting customers and performing other clerical tasks Key Skills:
• Real Estate Terminology and Procedures
• Customer Service & Communication
• Data Management & Entry
• Lease Administration & Tracking
• Teamwork & Collaboration
Organization & Time Management
Administrative & Clerical Skills
Beverage Specialist
Keg & Bear / Milpark, Johannesburg / Apr 2001 - Sep 2001 Delivered exceptional customer service and managed bar operations e ciently:
Opened and closed the bar responsibly, ensuring a smooth and timely operation.
Provided friendly and e cient service to build rapport with customers and encourage repeat business.
Maximized sales through e ective inventory management, ordering bar products, and maintaining a well-stocked inventory. Contributed to a safe and enjoyable environment by arranging for security personnel on busy nights and ensuring compliance with regulations. Demonstrated strong bartending skills, crafting a variety of cocktails using diverse ingredients.
Handled financial transactions e ciently, taking payments, settling tabs, and balancing tills.
Contributed to overall bar management by:
Scheduling sta and conducting training
Managing budget and payroll (including some o ce tasks) Resolving customer and sta concerns professionally Maintaining a peaceful and enjoyable atmosphere for all patrons Key Skills:
• Bartending & Cocktail Making
• Customer Service & Relationship Building
• Inventory Management & Sales Maximization
• Safety & Compliance Assurance
• Cash Handling & Financial Transactions
• Sta Management & Training
• Budget & Payroll Management
• Conflict Resolution & Problem-Solving
Fuel Dispenser Design and Test Engineer
Pro Walker & Tokheim SA / Alrode, Alberton / Feb 1996 - May 2001 Played a key role in the entire product lifecycle of fuel dispensers, from design and testing to production:
Collaborated on planning, designing, and developing test requirements for new and existing fuel dispensers, ensuring compliance with customer specifications and production standards.
Performed and directed prototype testing:
Verified product reliability and performance.
Ensured adherence to design specifications.
Contributed to the development of new fuel dispensers by: Designing and developing new products, including potential proprietary solutions.
Researching to inform product design.
Creating and building prototypes.
Supported engineering documentation for new products and product changes. Contributed to production line operations to ensure compliance with South African Bureau of Standards (SABS) regulations and smooth assembly of fuel dispensers.
Key Skills:
• Fuel Dispenser Design & Development
• Prototype Testing & Evaluation
• Production & Quality Assurance
• Engineering Documentation
• SABS Compliance & Regulations
•
EDUCATION
High school diploma
Port Elizabeth -Gqeberha & St
Thomas Senior Secondary School
1993
English
Maths
Afrikaans
Science
Physics
Geography
Biology
N4 FAIS Accreditation
Johanneburg & INSETA IMFUNDO
2005
N4 FAIS Accreditation
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