Virtual Assistant Customer Service
Resume:
P r o c t o r
JENNIFER FARO
P R O F I L E
Forward-thinking Administrator with a demonstrated
success in providing high quality administrative
support and proper resource allocation within small to large teams; Focused on transforming operations, driving efficiency and building effective and inclusive relationships with both internal and external
stakeholders at all organisational levels.
Cape Town, Western Cape
********.****@*******.***
A W A R D S &
C E R T I F I C A T I O N S
Administration
Denchilgrand Corporation
2009
Sales and Marketing
Denchilgrand Corporation
2009
Reception
Virgin Active Health Club
2011
LAWCO
UCT Law
2009
E D U C A T I O N
Stanford Computer and
Business College
2014
Diploma : Travel and Tourism
C O N T A C T
W O R K E X P E R I E N C E
Kryterion SA
Nov 2022 - Present
PROCTOR
Capita
January 2021 - October 2022
CUSTOMER ADVISOR
Updated customer information on their accounts;
Advised customers on sales and promotions;
Processed exchanges, cancellations and refunds;
Provided technical support to customers who
experienced difficulties accessing the
website;
Seamlessly switched and accessed different tools during chat/phone conversations.
Validate all test takers identities.
Observe test-takers via streaming video.
Document observation notes based on test-takers
behaviours.
Escalate as necessary.
Work as a team, communicate effectively and efficiently. Lavender Hill Senior
Secondary
2010
National Senior Certificate
C O R E
C O M P E N T E N C I E S
Client Relationship
Management
Customer Experience
Reporting
Logistical Planning
Meeting and Exceeding
Targets
Report Management
Research
Budget Management
Process Improvement
Relationship Building
Stakeholder Engagement
Persuasion
Negotiation
Prioritisation
Informed Decision-Making
Problem Identification and
Resolution
M O T O R V E H I C L E
L E A R N E R S / L I C E N S E
Drivers License
(Code B)
W O R K E X P E R I E N C E
Merchants — Experian (CCT)
September 2020 - January 2021
CUSTOMER SERVICE CONSULTANT
Merchants — Experian (VOF)
February 2020 - August 2020
CUSTOMER SERVICE CONSULTANT
Calculated property data of UK clients and advised on properties and sales; Performed credit background
checking and provided financial advice;
Performed activations of customer bonds and credit card applications; Sold the company's financial
products; meeting and exceeding sales targets.
Captured customers' bond applications on system with relevant documentation; Ensured daily, weekly and
monthly targets are met, on both rand value and units Managed specific set of supported customers;
accountable for service levels, financial escalations, and service level turn-around times.
Updated customer information on their accounts;
Advised customers on sales and promotions;
Processed exchanges, cancellations and refunds;
Provided technical support to customers who
experienced difficulties accessing the
website;
Seamlessly switched and accessed different tools
during chat/phone conversations.
Customer Experience
Provided a holistic customer service and support
experience including identifying the appropriate and optimal mix of support channels; Met and exceeded
client expectations through quality customer service principles.
Terra South Africa Tours
November 2015 - April 2019
ADMINISTRATOR / ACCOUNT EXECUTIVE
Recruited to provide administrative support and s
upport the management of key accounts.
R E F E R E N C E S
Kryterion SA
Farzana Martin
Tel: +27-61-883-****
Capita SA
Jamie Machelm
Tel: +27-65-879-****
W O R K E X P E R I E N C E
Administration
Accurately captured and reviewed all payments,
bookings and contracts.
Prepared regular administrative reports to spot trends and facilitate senior level decision-making.
Merchants : Experian
August 2019 - February 2020
CUSTOMER SERVICE CONSULTANT
Client Relationship Management
Interacted with clients to strengthen and expand
existing relationships and ensure appropriate and timely resolution of service issues.
Identified and developed solutions for meeting client needs through proper resource allocation.
Process Improvement
Collaborated with colleagues within the business to ensure that overall operational objectives are met, ideas shared and lessons learnt.
Supported strategic alignment of operational resources to maximise deliverable outputs.
A D D I T I O N A L W O R K E X P E R I E N C E
Virgin Active Health Club
March 2016 - July 2016
CLUBV ASSISTANT (CHILD MINDER)
Virgin Active Health Club
February 2011 - November 2013
RECEPTIONIST
Merchants (Experian)
Lwanda Maties (Team Leader)
Tel : +27-065-***-****
Terra South Africa Tours
Crystal Pienaar (Manager)
Tel : +27-081-***-****
Virgin Active Health Club
Latiefa Koopman (Manager)
Tel : +27-021-***-****
Virgin Active Health Club
Kay-Lee Petersen (Manager)
Tel : +27-021-***-****
Contact this candidate