Social Media Customer Service
Resume:
CURRICULUM VITAE OF GAIRONEESA DAVIDS
PERSONAL DETAILS:
Surname: Davids
Name: Gaironeesa
Id Number: 900-***-**** 088
Nationality: South African
Languages: English & Afrikaans (Read, Speak, Write)
Address: 4 Lake Side Mews
9th Avenue
Lotus River
7800
Contact Details: (H) 021-***-****
(C) 078-***-****
(E)****************@*****.***
ACADEMIC QUALIFICATIONS:
School: Grassy Park Secondary
Highest Grade Past: Grade12
Subject: English, Afrikaans, Business Economics,
Accounting, History, Economics
EMPLOYMENT HISTORY:
Employer: Anthony Richards & Associates
Position Held: Collections Agent
Job Description: Contacting customers telephonically to obtain payment on arrear accounts.
Employment Date: 27 January 2009 till 07 June 2010
Reference: Jo-Anne Poggenpoel (Supervisor)
(C) 078-***-****
Employer: Nimble Collection Services
Position Held: Collections Agent
Job Description: Contacting customers telephonically to obtain payment on arrear accounts.
Employment Date: 07 June 2010 till 30 November 2010
Reference: Nathier Gamieldien (Team Manager)
(C) 073-***-****
Employer: Homechoice
Position Held: Collections agent
Job Description: Contacting customers telephonically to obtain payment on arrear accounts.
Employment Date: 01 December 2010 to December 2011
Period: 12 months
Employer: Homechoice
Position held: Salvage agent
Job Description: Contacting customers telephonically to obtain payment on Cash orders placed.
Employment Date: December 2011 to June 2013
Period: 1 year 6 months
Employer: Homechoice
Position: Customer Service Agent
Job Description: Assisting customers telephonically with enquiries or complaints relating to;
Account balances, Payments, Orders, Delivery whereabouts, Product
information and Capturing of new orders.
Employment Date: June 2013 to June 2015
Period: 2 years
Employer: Homechoice
Position Held: Customer Support Agent
Job Description: Resolution of escalated enquiries and complaints via the workflow stream
relating to; Reconciliation on account balances
: Whereabouts on delivery of customer orders
: Incomplete or incorrect delivery of orders
: Assisting customers via Email and Social Media channels with the enquiries
or complaints relating to; Reconciliation on account balances
: Whereabouts on delivery of customer orders
: Incomplete or incorrect delivery of orders.
Employment Date: June 2015 to June 2018
Period: 3 Years
Employer: Homechoice
Position held: Secondment Team Leader
Job Description: Supervising a team of 15 agents.
: Monitoring incoming call volume and agent availability.
: Compilation of agent statistics and creation of coaching documents.
: Handling escalations from customers telephonically.
Employment Date: July 2018 to January 2018
Period: 6 months
Employer: Homechoice
Position held: Administrator
Job Description: Daily, weekly and monthly reporting on department productivity that is sent
out to the Business.
:Compilation of agent productivity in excel format and creation of PDF
coaching document on a weekly, monthly and yearly basis for KPA purposes.
: Weekly audit on agents productivity that have not met the KPI
requirments.
: Audits or analysis on escalated complaints and enquiries via call, email,
social media and internal workflow stream.
: Creating a time line of events in order to provide feedback to management
on "what went wrong?" on the customers account.
: Analysis on Business and query processes in order to identify the gaps.
: Creation of Business and query processes in order to minimize the gaps
and risk to the Business and to the Customer.
: Creating of Customer Journey Maps on the Customer Experience in order
to present to the Board of Directors.
: Analysis on Business Systems in order to identify the gaps.
: Creation of assignment rules to ensure that the complaint is assigned to the
relevant team automatically via the system.
Employment Date: February 2018 to 05 March 2020
Period: 2 years 2 months
HomeChoice References:
Maruwaan Emandien: (C) 076-***-****
Devon Devos: (C) 073-***-****
Lilana Gilion: (C) 072-***-*****
Lameez Isaacs: (C) 082-***-****
SUMMARY:
I am a hard working yet fun-loving individual that strives to succeed in all
challenges that are placed infront of me.
I believe in team work, working individually, working for a purpose & to pursue all aspirations to the best of my ability.
I have had the opportunity to be exposed to reporting for my department.
This included, updating the daily stats for both Customer Service and Customer
Support, weekly presentation sent out to business, compiling of KPA/KPI stats for the
year, updating and submitting of commission and incentive payouts.
I have been tasked with identifying gaps and within business process as well as
creating new processes to eliminate or minimize those gaps or risks.
I have been involved with creating Customer Experience Journey Mapping (via
Confluence), this is the end to end process from a customer’s perspective.
I would like to bring this knowledge along with me as well as gain more knowledge
on the business world.
No challenge is too big if you put your mind to it.
Contact this candidate