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Work Background
Williams & Co Paint ContractorsCompany Owner
Mar. 2018Cape Town, Western Cape, South AfricaLooking for a Paint Contractor? Do You Want Great Service and Exceptional Quality? Good, because Nobody Does Painting & Water Proofing like us! Our efficient management team together with our skilled workforce ensures you get a high quality painting job the first time. We have a solution for any budget. We guarantee you a hassle and stress free experience.
Digital Outsource Services (Pty) LtdBusiness Support Coordinator (BSC)
Jun. 2016 - Mar. 2017Cape Town Area, South AfricaWorking in an Agile environment as a BSC I managed three portfolios working with the BI teams, QA and Software Developers. My role is also to work closely with key stakeholders throughout the organization to ensure that demands • Reporting to the Business Support Team Lead
• Managing tickets logged via Service Desk • Logging tickets on JIRA/TFS for Software Developers to get their work
• Delegating fixes/jobs to Developers and QA teams
• Keeping business stakeholders up to date on queries logged
• Prioritising of jobs/fixes together with the client and Product Owner
• Liaising with the Software Development and QA teams to ensure that deadlines are met
• Managing product backlog
• Replicating issues that were logged before sending them off to the various QA, Development and BI teams
• Giving feedback to the development team
o during the sprint to the work accomplished by the development team
o about their process and interactions
• Informing, helping and learning in the daily scrum meetings
• Helping the team to continuously improve their process
Advantage Digital Marketing Founder & Head of Growth
Mar. 2016Cape Town, South AfricaFacebook Media Buyer | Funnel Builder | Direct Response Specialist R1M+ ad spend managed monthly Expert in high-compliance niches: finance, debt, insurance Decreased CPL by 80% in debt review campaigns Built funnels using LeadsHook, Convertri, GoHighLevel Wrote ad copy and headlines that hook like viral content Delivered scalable campaigns without fluff, filler, or guesswork Tools I use daily: FB Ads Manager | LeadsHook | Zapier | Convertri | GHL | Canva | Slack | Monday.com
Digital Outsource Services (Pty) LtdCustomer Service Team Lead
Apr. 2014 - Jun. 2016Cape Town Area, South Africa• KPI Management: Assess, complete, communicate and manage Team KPI’s
• SLA’s: Ensure that the team meets SLA’s at set out by the business
• QA – Review live contacts in the moment and re-actively to drive consistency with quality • Honest conversations – Provide constructive (Not Destructive) conversations/Catch-up’s with team members
• Formal One-on-One – 1 Formal monthly catch-up session including COMBIINED-f rating per team member
• Assign Hosts priorities based on workload and priorities.
• Ensure that stakeholders are advised on any operational issues or player-impacting issues.
• Ensure that all Hosts on shift are briefed on current issues, priorities and objectives.
• Promote best practices and provide leadership and guidance to the team.
• Ensure that all escalations are properly investigated and that feedback is provided in a comprehensive and clear format.
• Ensure that complaints are resolved quickly and in line with qualitative and quantitative service levels.
• Use systematic approach to ensure that players who are affected by operational issues (such as software being down, promotions not working etc.) are contacted once issues are resolved. • Provide feedback to Hosts on their service given and provide coaching.
• Review live contacts and assist Hosts were necessary. • Provide feedback to Managers on ways to improve service delivery.
• Ensure that operational issues are resolved and that items logged with IT are prioritized.
• Ensure that IT operational issues are handled in an effective manner, using defined protocols.
Digital Outsource Services (Pty) LtdCustomer Service Host
Aug. 2009 - Apr. 2014Cape Town Area, South Africa• Monitoring player activity and responding to live “issues” and opportunities
• Making outgoing contact with account holders
• Constantly strive to acquire new players
• Establish effective “sales” relationships with players
• Processing pertinent information and logging all contacts using appropriate applications
• Offering assistance to customers regarding products/ payment mechanisms/ query resolution
• Researching customer accounts registered on our database
• Hosting VIP players and extending personal and professional service to them
• Provide a professional world class service to the needs of the organization’s players and customers (by telephone, email and online chats)
• Customer relationship building and management as well as cross selling of products and services
Retrospective AdvertisingBusiness Owner
Jan. 2007 - Jul. 2009Cape Town Area, South Africa
FusionDesignGraphic Designer
Mar. 2005 - Dec. 2006Cape Town Area, South Africa
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