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Work Background
EYPRODUCT SUPPORT MANAGER (SCRUM MASTER)
Jul. 2021City of Cape Town, Western Cape, South AfricaWhen I earned my Certified Scrum Master credential, I quickly transitioned into fully leading agile delivery across a globally distributed team of over 50 engineers, QA, and designers. I take pride in orchestrating smooth sprint ceremonies and coaching teams to improve velocity and predictability. One of my proudest achievements was designing onboarding processes and wikis that reduced new hire ramp-up time significantly, empowering the team to hit the ground running. I also spearheaded automation efforts that slashed manual admin tasks, boosting team collaboration and efficiency across multiple continents.
EYProduct Support Manager
May. 2020 - Jul. 2021Cape Town, Western Cape, South AfricaIn this role, I managed support operations for multiple SaaS products, including overseeing a shift from a small internal helpdesk to a third-party team of 12 in Mauritius. I led onboarding, training, and operational handover while maintaining high service standards during critical product lifecycle stages. I worked closely with product owners to translate complex user feedback into actionable product improvements, which directly impacted client satisfaction and product quality. Steering the migration from ZenDesk to ServiceNow, I implemented macros and automation workflows that significantly accelerated response times and reduced ticket escalations.
EYProduction Support Manager
May. 2020Cape Town, Western Cape, South Africa
SnapScanCUSTOMER EXPERIENCE LEAD
Nov. 2017 - Apr. 2020Cape Town Area, South AfricaStarting with a small global support team, I grew into a leadership role managing hiring, onboarding, and performance for a four-person team. I introduced processes and systems that improved SLA adherence and fostered proactive customer engagement. Beyond support, I collaborated closely with engineering and product teams to resolve complex technical issues and ensure smooth product launches. I also crafted comprehensive internal documentation and knowledge bases that standardized responses and empowered the team to consistently deliver exceptional service.
SnapScanCustomer Experience Manager
Nov. 2017 - Apr. 2020Cape Town Area, South Africa
SnapScanSenior Customer Experience Agent
Mar. 2015 - Nov. 2017Cape Town Area, South Africa
SnapScanSENIOR CUSTOMER EXPERIENCE AGENT
Sep. 2014 - Nov. 2017Cape Town Area, South AfricaI started as the sole helpdesk operator during the company’s early growth, managing all inbound customer queries with high standards of responsiveness. I developed foundational support frameworks, including SLA policies and response templates, which established the baseline for scalable customer service. I contributed to the rollout of key merchant-facing features, supporting integrations with platforms like WooCommerce and Magento. Additionally, I created content for marketing and customer communications, helping build SnapScan’s brand voice and customer engagement.
SnapScanCustomer Experience Agent
Sep. 2014 - Mar. 2015Cape Town Area, South Africa
Yuppiechef.comCUSTOMER SERVICE AGENT (AFTERSALES)
Jun. 2013 - Sep. 2014City of Cape Town, Western Cape, South AfricaMy role started in general customer service but soon evolved into aftersales operations as the sole agent handling repairs, returns, and delivery issues. I coordinated closely with suppliers, warehouse teams, and couriers to resolve sensitive cases promptly and empathetically. Managing peak periods, including December sales and weekend shifts, taught me how to stay calm under pressure and maintain high customer satisfaction through efficient logistics and clear communication.
Yuppiechef.comCustomer Service Agent
Jun. 2013 - Sep. 2014
Take Care ClothingAssistant
May. 2011 - Sep. 2012Cape Town Area, South Africa
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