Experience:
I am currently a Marketing Consultant at UsedCarParts.co.za (Aug 2024 – Present) in Cape Town, where I develop and execute marketing strategies to increase site traffic and engagement, optimise lead generation through digital campaigns, streamline customer inquiry processes, and analyse trends to refine outreach. Previously, I worked as a Technical Support Specialist at DishBoss Fiber Network & DSTV Installations (Jul 2023 – Nov 2024, Remote), where I resolved 90% of connectivity issues on first contact, conducted remote troubleshooting to reduce downtime by 25%, supported customers with upgrades, trained new staff, and collaborated with technical teams. Before that, I was an IT Support Specialist at Lighthouse Internet Guardian (Jul 2022 – May 2023, Remote), delivering high-level support for hardware, software, and networks, creating knowledge base documentation, and ensuring system security and updates. My career began as a Customer Support Specialist at WeAreMonsters Innovative Venture Development (Jul 2019 – Jul 2022, Cape Town), where I handled gaming-related account, billing, and technical support issues, identified and escalated system bugs to improve response times, and boosted customer retention by 15% through exceptional support and engagement.
Education:
Feb 2017 - Feb. 2019 - Diploma in Human Resources Management & Practices
CTU Training Solutions, Cape Town, South Africa
Jan 2024 - Mar 2024 - Diploma in Information Technology Support
Alison, Online
Skills:
First & Second-Line Tech Support , Customer Success & Onboarding , CRM Management (HubSpot, Zoho) , Ticketing Systems (Jira, Zendesk) , Troubleshooting (Software, Hardware, Connectivity) , Client Relationship Management , SaaS / VoIP / AI Familiarity , Process Improvement & Team Collaboration
