Roxanne O'Connell

About

With a diverse background in customer service and administration, I have honed my skills in various roles across different industries. I began my career as a Cashier at J & M in 2010, where I developed a keen eye for detail and customer interaction. My journey continued with a position as a Ward Assistant Clerk for the City of Cape Town, where I managed public inquiries and organized community events. I then transitioned to an International Telefundraiser role with the Democratic Alliance, focusing on customer satisfaction and process improvement. Currently, I serve as a Customer Service Supervisor at SupportLinkSa, where I oversee operations to ensure high-quality support. My experience also includes a CSR position at Support Link SA, where I excelled in handling customer inquiries and adhering to company policies. My educational foundation was laid at ZwaansWyk High, where I completed my high school education.

Experience

• Customer Service Supervisor · SupportLinkSa

  Supervised customer service operations, ensuring high-quality support and satisfaction.

• Cashier · J & M12-01-2010

  Scanning and ensuring that customer pays.

• CSR position · Support Link SA06-01-2023 – 04-01-2024

  Monitor incoming emails and answer customer inquiries using available resources. Follow and adhere to company policies and SOPs. Use all resources available to CSR agents and adhere to updates daily. Request approval from lead and supervisor.

• International Telefundraiser · Democratic Alliance06-01-2017 – 05-01-2018

  Handled escalated customer inquiries and complaints professionally and timely. Identified trends in customer issues to improve satisfaction. Ensured prompt and accurate resolution of inquiries. Reviewed and streamlined processes for efficiency. Developed best practices for operations. Monitored KPIs and analyzed data for improvements. Conducted training sessions for new hires and ongoing development for team members.

• Ward Assistant Clerk · City of Cape Town12-01-2016 – 06-01-2017

  Assisted the public with complaints/queries. Provided feedback and distributed queries to relevant departments. Organized events for the ward and ensured paperwork was completed within deadlines. Assisted the Ward Councillor after hours.

Education

• ZwaansWyk HighHigh School

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