Cape Town, Western Cape, South Africa
I am Nicole Henry, a dedicated and results-driven professional with over 10 years of experience in customer service, sales, and technical support. My career has been built on a strong foundation of problem-solving, communication, and delivering exceptional results across diverse industries. Throughout my journey, I have developed expertise in: - Customer-Centric Solutions: Ensuring client satisfaction by addressing concerns with efficiency and care, whether through troubleshooting technical issues or providing tailored recommendations. - Sales Excellence: Consistently exceeding targets through upselling strategies, reconnecting with lapsed clients, and delivering value-driven solutions. - Technical Support Proficiency: Assisting customers with internet services, software navigation, and digital platforms such as Amazon Cloud Drive, Kindle, and Prime Photos, ensuring seamless user experiences. - Administrative Skills: Managing schedules, invoicing, and reporting with precision and attention to detail, contributing to smooth operations and improved workflows. Fluent in English, I bring a collaborative and approachable attitude to every interaction. I excel under pressure, adapt quickly to change, and constantly seek opportunities to enhance my skills and knowledge. My commitment to learning has enabled me to master a variety of tools and processes. Driven by a passion for innovation and growth, I aim to leverage my diverse experience to contribute meaningfully to organizations that value creativity and a customer-first approach. Whether assisting customers, solving technical challenges, or driving sales, I am committed to delivering impactful results. Let’s connect and explore how I can bring value to your team! --- Core Competencies - Customer Service & Support - Sales & Upselling Strategies - Problem Solving & Troubleshooting - Technical Support & Digital Assistance - Communication & Relationship Building - Organizational Efficiency
Handling high-volume inbound and outbound calls, assisting passengers with bookings, changes, and general inquiries Managing customer requests via email and digital support channels with a customer-first approach Processing ticket changes, rescheduling, cancellations, and goodwill adjustments Coordinating payment processing, including Interac e-Transfers, and issuing updated reservations Resolving time-sensitive travel issues such as missed departures, delays, and schedule changes Communicating policies and procedures clearly while maintaining professionalism and empathy Checking route availability, fares, pickup/drop-off locations, and schedules across multiple cities Maintaining accurate records and ensuring compliance with company policies Supporting operational efficiency by identifying recurring customer concerns and service improvement opportunities I take pride in delivering reliable, efficient, and compassionate support while balancing operational requirements with exceptional customer service.
Calling existing clients Target of 500 calls per day Offering bonus packages to existing clients Taking inbound calls Bringing back old clients that lapsed and haven't used our services for a year or more.
Selling and purchasing of VW spares and vehicles
Assisting customers with troubleshooting Assist customers with Cloud Drive,AppStore, Fire TV, Games and Software, Prime Photos,Amazon music, Amazon Video and Kindle support Assisting customers with retrieving gaming codes and downloading software Remote log in to customers devices to assist with navigation Assist in downloading music Issue credits to customers accounts if deemed necessary Issue refunds if deemed necessary Cancel subscriptions on customers request Help customers active third party subscriptions such as Netflix, Hulu, Showtime File tickets for further investigation and follow up with customers Assist customers via email as well with all of the above Do peer to peer coaching Mining team mates contacts
Permanent customer service support Dealing with internet based services Trouble shooting with clients on inbound calls and emails Book appointments onto the system Book escalations and services to the system Invoice creation on the system Ensuring a sale is made on each call Team sizes are 10-12 agents per team Outbound follow-up calls KPI’S ACW - 120 seconds, /ADH 92% and NPS 80%