Ayanna Sithole

Worked closely with the Customer Experience team, and gained valuable mentorship from the CX director. This role focused on communication and problem-solving skills while addressing customer concerns, and enhancing overall satisfaction.

• Owned end-to-end complaint handling and resolution in line with established procedures.
• Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Identified complaint trends and patterns to report to supervisors and guide changes.
• Maintained excellent client satisfaction by providing in-depth support.
• Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
• De-escalated aggressive behaviour using effective conflict resolution techniques.
• Diagnosed and communicated technical problems to customers at appropriate level of understanding.
• Used cloud-based customer relationship management software to record detailed notes.
• Coordinated advanced help for complex technical and engineering issues, such as region-wide outages.
• Answered over 250 telephone calls per month with professionalism.
• Processed and issued refunds, exchanges, and credit notes using Billing booth, Net admin, and Go Cardless technologies. Allowing me to provide tailored solutions to customer issues.
• Applied conflict management to stressed and concerned customers.
• Recorded information about inquiries and complaints within internal database.
• Documented customer interactions, following company policy and procedure in all engagements.

Played a vital part in ensuring seamless internet and telecommunications services for customers, showcasing technical support skills, and customer service expertise. This position allowed for the development of a strong understanding of products and services, while refining problem-solving abilities.

• Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
• Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
• Developed expertise in diverse technical disciplines, including cloud services and network management.
• Answered user questions about hardware and software operation to help resolve problems.
• Delivered reliable, high-quality technical support to an average of 50 users daily.
• Used Salesforce to track support tickets and document actions.
• Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
• Investigated and diagnosed customer's technical and product queries.
• Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
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Training for a senior position at the world's largest public transport company has truly developed my leadership abilities. This experience has not only honed my skills but has solidified my confidence in the quality of my work, and what I bring to the table.

• Monitored health and safety measures for guaranteed compliance.
• Investigated issues affecting group operations, prepared reports and helped correct problems.
• Shadowed senior team members to observe established processes and best practices.
• Adjusted quickly to new environments, working confidently with minimal supervision.
• Attended necessary training and completed assessments.
• Investigated and resolved issues with transport services.
• Maintained clean and accurate records of transport activities.
• Managed transport schedule for on-time delivery and optimised use of available resources.
• Fielded inquires from customers, answered questions and promoted available services.
• Compiled transport data and created reports for management review and decision-making.
• Passed all exams and tests to demonstrate that knowledge of 20+ guideline books was up to date.

At Kelly Group, I took on a range of responsibilities, focusing on managing and motivating a team of 15 dispatchers, who supported over 500 field engineers.

• Maintained smooth-running business operations by delegating priorities to staff abilities.
• Led and managed administrative staff to maintain smooth daily operations.
• Designed and implemented training to further develop staff based on business goals.
• Oversaw facility maintenance and allocated needed resources to meet standards.
• Coordinated hiring, recruitment and training strategies to build successful administrative team.
• Analysed and resolved complex resource management issues for optimised scheduling.
• Controlled resources by department or project, and tracked use in internal software.

During my time with the complex adult social services team, I worked closely with a diverse range of clients, including Grenfell victims, drug-reliant adults, and the elderly. This role deepened my ability to handle sensitive cases, while improving my administrative skills.

• Processed incoming and outgoing mail to maintain timely postal services.
• Organised meetings, took meeting minutes and completed follow-up actions.
• Maintained high standards of accuracy and quality in data entry and recordkeeping.
• Responded proactively to changing demands to provide flexible, reactive business support.
• Scanned, photocopied and faxed documents according to staff support requests.
• Maintained accurate records and documentation for reliable reference.
• Provided proactive secretarial support to senior staff, helping to improve department efficiency.

In my position within Enfield's Multi Agency Safeguarding Hub (MASH), I played a vital role in handling emergency cases and conducting investigations, ensuring that critical information was processed and communicated efficiently.

• Interacted with service users professionally by phone, email, and in person to deliver accurate service information.
• Assisted clients with daily enquiries and addressed incoming correspondence to maintain timely responses.
• Effectively managed incoming and outgoing mail to maximise office efficiency.
• Oversaw database to maintain updated records and accuracy.
• Collaborated with different departments to maintain positive rapport and smooth workflow.
• Safeguarded client information with strict adherence to privacy and data security policies.
• Established and maintained professional relationships to offer objective guidance and support.
• Adhered to safeguarding principles to protect service users from risk.
• Maintained accurate, up-to-date and confidential files in line with reporting standards.
• Maintained confidential case documentation in line with data protection regulations.

• Assisted with collecting statistics, data and other management information.
• Organised meetings, took meeting minutes and completed follow-up actions.
• Prepared reports for legal action and provided evidence in court.
• Developed and championed accessible, practical solutions for recurring problems faced by service users.
• Supported integration of service users back into community life to maximise successful transition rate.
• Guided clients through application processes for governmental assistance.