ABOUT ME

Composed customer service

associate with apt for gathering

crucial informa on from callers

under high-intensity, high-stress

circumstances.

Accessible, posi ve and deadline-

focused research project manager

with 9 years of market research

experience working with local and

interna onal teams in fast-paced

environments.

Strongly focused, with the ability

to complete tasks accurately in a

fast-paced environment with

conflic ng deadlines.

Offers excep onal clerical and

opera onal support to

professionals.

Strong communica on and

interpersonal skills with astute

judgment when performing

diverse daily tasks.

WORK EXPERIENCE

Cape Town (WFH)

Jul 2020 - Present

• Resolve and de-escalated customer complaints by solving issues quickly, achieving a high level of customer sa sfac on.

• Enhance service delivery by escala ng issues with procedures and products in response to customer feedback.

• Communicate with customers regarding requirements to address and resolve issues faced.

• Research and inves gate op ons to remedy issues, offering replacement items before offering refunds in order to maintain revenue.

• Visual audi ng of the customer and order-related informa on to assist with determining possible solu ons.

• Contac ng external service providers involved to resolve fulfilment and delivery issues.

• Responding to customer requests by coordina ng out of scope issues with senior personnel.

• Educa ng customers on policies and the use of self-help features on website.

• Se ng Pick-Up appointments with external carriers and follow-up on scheduled requests.

• Troubleshoo ng naviga on issues with customers.

• Skilled in handling Retail and Heavy Bulk item related enquiries.

• Appointment adjustment/se ng with external carriers for Delivery, Pick Up and Swap requests

• Telephone Support

• Chat Support

• Email Support

Cape Town

Mar 2019 - Jul 2020

Social Media Management & Marke ng

• Set up and crea ng branded social media channels that are interlinked, ensuring consistent brand tone carries across all selected pla orms.

• Responsible for planning and execu ng marke ng strategies that align with company objec ves

• Crea ng and scheduling engaging content to maintain and grow social audiences and follower base.

• Spearheading and implemen ng social media campaigns and promo ons to create brand awareness online

• Sustained monitoring of all channels and engaging with prospec ve/poten al clients and meously responding to comments & inbox messages received

• Performing regular social media analy cs across all channels to monitor following, content and campaign reach. Keeping a record of results to monitor trends and review ineffec ve strategies.

• Research topics relevant to the business niche to ensure shared/posted content aligns with business objec ves and the message reaches intended audiences.

Administra ve & Opera onal Support

• Using MS Office / G-Suite to create word files, business proposals, PowerPoint presenta ons and building workable spreadsheets for clients.

• Maintain worksheets and documents through data entry, data processing and the occasional use of in-house so ware.

• Performing desk research on topics of interest.

Email Management

• Systema c management of high-volume email

communica on received from exis ng and/or poten al clients, to ensure communica on is maintained at all mes; no important communica on is missed and messages are responded to meously and within an agreed-upon SLA. Web Research

• Collec ng data points for use in data annota on, mul media, sen ment analysis, and search engine result evalua on. Data Coding - Market Research

• Analysing and assigning numeric codes to open-ended words, phrases, and categories in a code-frame, for use in quan ta ve analysis. Average of 3.5K verba ms coded per week.

Transcribing

• Conver ng recorded audio files to text format within an allocated meframe.

• Maintain average grammar and typing accuracy of 95% per assignment

Clients / Freelance Pla orms:

UGZ Travel and Assist (Facebook / Instagram / Twi er) LegacyShack (Facebook / Instagram / Twi er)

AnyExpat (Facebook)

Appen Crowdsourcing

CrowdSurf

GoTranscript

KLA Research

Cape Town

Nov 2012 - Feb 2019

Project Management

• Conducted complete risk assessments and implemented response strategies to eliminate the possibility of delays.

• Assessed financial expenditures and developed internal budgets to match realis c projec ons. Required to ensure at least 5 – 10% profit per project was a ained and this was largely achieved through the maximum use of internal resources.

• Collaborated with project personnel to determine problems and resolve issues quickly and efficiently.

• Communicated with distributed project teams openly and effec vely to ensure documented project melines are met.

• Monitored project from incep on to meet the project's meline for data collec on and delivery.

• Daily status reports outlining progress and constraints for customers and research execu ves.

• Reviewed changing goals, specifica ons of work needed, and external vendors required to assist in mee ng project objec ves.

Training and Coaching

• Provided high-quality training to employees (S.A team) using learning methodologies to explain the processes and steps to follow to use for running projects successfully and with li le to no guidance.

• Created unique lesson plans to engage with different work experience levels.

• U lized my own experience with working on complex projects to develop and implement effec ve training sessions.

• Determined need for addi onal training by evalua ng performance and progress, through post-training coaching. Cape Town

May 2009 - Nov 2011

• Ac vely involved in project assistant func ons to assigned project managers & teams based in the UK

• Close collabora on with all stakeholders involved to achieve the main objec ve of successful project delivery.

• Provided administra ve and technical support by liaising with internal teams to ensure correct link programming, conduc ng link tes ng and troubleshoo ng any technical issues with regards to the project set-up for in-field launches Incen ve Management

• As the global incen ve manager, responsible for weekly processing and payments of respondent incen ves.

• This was achieved through working together with internal and external stakeholders and reconciling all payments generated for completed surveys by invited panel

respondents.

• Respondent profiles were updated regularly in order to ensure payments were generated to correct informa on provided by registered respondents.

EDUCATION

Online

2019

Online course focusing on digital marke ng skills and pla orms used for effec ve online marke ng

• Facebook

• Instagram

• Twi er

• Pinterest

• LinkedIn

Cape Town

2003

6-month short course focusing on the Principles of Marke ng & Management

SKILLS

CALL CENTER EXPERIENCE EFFECTIVE COMMUNICATION

CLERICAL SUPPORT COMPUTER PROFICIENCY

CREATIVE PROBLEM SOLVING DATA COLLECTION

PROJECT MANAGEMENT ABILITIES TRAVEL PLANNING

REPORT TRANSCRIPTION CUSTOMER RELATIONSHIP MANAGEMENT MS OFFICE PROFICIENCY

AMAZON Customer Service Associate

FREELANCE Virtual Assistant

MEDEFIELD

(P / S / L GROUP)

Senior Project Manager

SYNOVATE

HEALTHCARE (UK)

Project Coordinator

UDEMY Cer ficate (Digital Marke ng)

C.P.U.T Cer ficate (Marke ng Management)

MOEGSIEN

ARIEFDIEN

CUSTOMER SERVICE ASSOCIATE

88 5th Avenue, Cape Town, 7780, South

Africa

+277*******

adhg18@r.postjobfree.com

Contact this candidate