Highlights:

Skills:Customer Support, Technical Suport, Multitasking, Negotiation, MS Suite, Excel, Zendesk, Canva, Sprout Social, Social Media, Mobile Development, Collaboration, Team player, User Experience, Project Management

Dispatch Clerk 12/2018 - 12/2019
Playabets Head Office, Durban, Kwazulu Natal South Africa
Industry: Gaming and Sports Betting
The Dispatch Clerk at Playabets Head Office in Sibaya, South Africa, was a highly efficient and detail-oriented professional who implemented innovative dispatching procedures. Their contributions led to significant improvements in branch process times, customer satisfaction ratings, functionality across branches, sales revenue, and operational efficiency. They maintained a high level of accuracy in dispatching service orders and played a crucial role in cultivating a culture of consistent performance and compliance with organizational standards and regulations.
As a Dispatch Clerk at Playabets Head Office, this individual excelled in implementing efficient dispatching procedures that significantly improved branch process times by 20% and resulted in a commendable 15% increase in customer satisfaction ratings. They demonstrated exceptional precision and maintained a remarkable 99.5% accuracy rate in administering service orders, leading to a notable 10% increase in functionality across all 11 Playa branches. By minimizing errors and out-of-service issues, the Dispatch Clerk contributed to improved operational efficiency and customer experiences. In addition to their dispatching responsibilities, the individual played a pivotal role in driving sales revenue. Through the effective execution of promotional strategies and streamlined communication with customers, they achieved an impressive 25% increase in sales. Their focus on retrieval and design of betting fixtures resulted in a noteworthy 50% reduction in errors, enhancing customer satisfaction and further improving operational efficiency. The Dispatch Clerk also fostered a culture of consistent performance across all branches. Their efforts contributed to increased customer loyalty and a strong brand reputation. Additionally, they maintained 100% compliance with administrative functions, including cash handling, documentation, and reporting, ensuring adherence to organizational standards and minimizing risks. In terms of regulatory compliance, the individual ensured strict adherence to FICA legislation and KZN Gambling Act regulations. Their commitment to compliance reduced legal and financial risks for the organization, ensuring smooth operations and avoiding potential penalties. Furthermore, the Dispatch Clerk revolutionized HR management practices by implementing a comprehensive system for documenting staff warnings and dismissals. This system enhanced employee accountability and streamlined processes, contributing to a more efficient and productive work environment. The individual's negotiation skills were also evident in their role as they successfully negotiated contracts with suppliers. By driving a noteworthy 10% reduction in material costs, they significantly improved profitability for the organization. In terms of supply chain management, the Dispatch Clerk optimized inventory levels and achieved significant reductions in lead times.--
Customer Support Representative 04/2017 - 12/2018
Playabets Tongaat, Durban, Kwazulu Natal South Africa
Industry: Gaming and Sports Betting
The Customer Support Representative at Playabets Head Office in Sibaya, South Africa, was a results-driven professional who consistently maintained a remarkable 98% customer satisfaction rating. They excelled in providing outstanding customer service, ensuring smooth processing of bets and transactions while offering technical assistance with advanced betting software and technology. Additionally, they resolved customer inquiries, complaints, and technical issues promptly and efficiently, leading to increased customer loyalty and retention.
The Customer Support Representative at Playabets Head Office in Sibaya, South Africa, held a pivotal role in providing exceptional customer support services. With a strong focus on delivering outstanding service, they ensured seamless processing of bets and transactions for customers utilizing advanced betting software and technology. Their attention to detail and accuracy in cash and card payment processing minimized errors and guaranteed customer satisfaction. Furthermore, the representative excelled in resolving customer complaints, inquiries, and technical issues promptly and efficiently. This dedication to resolving customer concerns not only enhanced customer loyalty but also fostered long-term retention. Collaborating closely with team members, they contributed to the smooth operation of the customer support department, delivering optimal customer experiences in a cohesive and productive work environment. The Customer Support Representative played a crucial role in training and mentoring new team members. By providing comprehensive training on leveraging betting software, customer service best practices, and technical troubleshooting, they ensured that new representatives were well-equipped to handle customer inquiries effectively. As a result, the team experienced a remarkable 50% reduction in average handling time and a notable 25% improvement in first call resolution. In addition to their daily responsibilities, the representative actively participated in promotional initiatives, which significantly bolstered customer acquisition and drove revenue growth for the organization. They consistently exceeded customer expectations, maintaining a high 98% customer satisfaction rating. Their focus on customer loyalty and retention contributed to a notable 20% increase in customer loyalty. The Customer Support Representative also played a key role in improving overall team efficiency. Their efforts led to a remarkable 50% reduction in average handling time, ensuring faster and more efficient customer support. They successfully improved first call resolution by 25%, minimizing escalations and enhancing customer satisfaction. Adhering to health and safety regulations, the representative created a safe and secure environment for both staff and customers. By strictly following these regulations, they contributed to the well-being of everyone involved in the betting process.--
IT Support Specialist 09/2014 - current
Playabets Tongaat, Kwazulu Natal, Kwazulu-Natal South Africa
Industry: Gaming and Sports Betting
The IT Support Specialist at Playabets in Tongaat, South Africa, is a dynamic professional known for driving revenue growth and delivering exceptional customer service. Leveraging advanced betting software and technology, they troubleshoot and resolve complex issues, provide expert guidance to users, and ensure seamless network connectivity. Their expertise extends to software upgrades, user onboarding, web functionality, process improvement, remote access, and mobile device troubleshooting.
As an IT Support Specialist at Playabets, this individual plays a pivotal role in driving revenue growth and delivering exceptional customer service. They leverage their expertise in advanced betting software and technology to provide seamless support to users, troubleshoot issues, and ensure uninterrupted productivity. One of their notable achievements includes achieving a remarkable 15% increase in overall revenue through the delivery of exceptional customer service and accurate processing of bets and transactions on advanced betting software and technology. Their commitment to customer satisfaction is evident in their efforts to optimize operations, resulting in a significant 25% reduction in customer wait times and elevated satisfaction ratings. The IT Support Specialist excels in troubleshooting and resolving complex issues with Microsoft Outlook, Excel, and Word, ensuring uninterrupted productivity and a seamless user experience. They also provide expert guidance to users, enabling them to effectively troubleshoot and resolve functionality and usage-related problems with applications. Network connectivity is crucial in the betting industry, and this specialist successfully resolves network connectivity problems, ensuring seamless internet access for users and promptly resolving any connectivity issues that may arise. They also diagnose and resolve issues related to network drives and file sharing, minimizing disruptions and optimizing file management processes. Software upgrades and maintenance are essential for optimal system performance, and the IT Support Specialist conducts seamless software upgrades and maintenance activities, resulting in optimal system performance and minimal downtime for users. They also assist customers in setting up accounts, configuring software settings, and promptly troubleshooting connectivity issues, ensuring a seamless user onboarding experience. Web functionality is critical for users, and this specialist investigates and promptly resolves user concerns with websites requiring Java or add-ons, ensuring uninterrupted access to critical web resources. They guide users in the installation and updating of necessary Java or browser add-ons, ensuring optimal web functionality and security. The IT Support Specialist identifies opportunities for process improvement and provides valuable recommendations to management, resulting in enhanced efficiency and heightened customer satisfaction.--

Phillip Bere's Resume customer support, Zendesk, Sprout Social, Social Media,Technical Support
Phillip Bere Resume IT Support, Customer Support, Zendesk, Social Media, Database,Remote Access,