Training, coaching and mentoring others,
Tracey-lea De Vos
Customer Service Subject Matter Expert
Cape Town
Summary
Results-driven Customer Service Professional experienced in team development and operational efficiency. Delivered improved client satisfaction through mentoring staff, resolving complex issues, and implementing innovative solutions. Focused on enhancing team performance as a Subject Matter Expert by providing guidance, quality assurance, and process improvement recommendations.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Customer Service Subject Matter Expert
TTEC
2024.05 - Current
- Conduct coaching sessions and provide constructive feedback to agents.
- Assist with quality assurance activities, including call, email, and chat reviews.
- Served as the primary escalation point for complex car rental reservations, modifications, cancellations, and customer disputes.
- Provided expert guidance on rental policies, insurance coverage, vehicle categories, supplier agreements, and international rental requirements.
- Resolved customer complaints and escalated issues while maintaining high customer satisfaction levels.
- Supported frontline agents by providing coaching, training, and real-time assistance on booking procedures and policy interpretation.
- Analyzed customer cases and identified process improvement opportunities to enhance operational efficiency.
- Collaborated with suppliers and internal departments to resolve reservation, payment, and vehicle availability issues.
- Ensured compliance with company policies, travel regulations, and service-level agreements (SLAs).
Customer Service Representative Deliveries
Bash (TFG),
2023.10 - 2024.01
- Assisted customers with order tracking, deliveries, returns, exchanges, refunds, and account-related queries.
- Collaborated with internal teams, including logistics, stores, and finance, to resolve customer issues efficiently.
- Processed customer requests and updated account information using CRM and internal systems.
- Picked up and delivered orders to customers in a timely and professional manner.
- Verified order accuracy before dispatch and upon delivery.
- Managed multiple deliveries while maintaining accuracy and efficiency.
Customer Care Consultant
Capability (Instacart)
2022.01 - 2023.09
- Communicated effectively with customers to resolve product availability issues and identify suitable substitutions.
- Utilized the Instacart mobile application to manage orders, communicate with customers, and track deliveries.
- Adapted quickly to changing customer requests and inventory availability.
- Resolved order issues professionally while maintaining a positive customer experience.
- Maintained detailed records of deliveries and completed transactions.
- Maintained a high customer rating through dependable service and effective communication.
Senior Associate –
WNS (Telkom)
2021.01 - 2021.12
- Provided first-line technical support to customers regarding fibre and fixed-line services.
- Educated customers on products, services, equipment setup, and basic troubleshooting techniques.
- Assisted customers with troubleshooting connectivity, speed, and service-related issues.
- Diagnosed and resolved fibre line faults using troubleshooting tools and diagnostic systems.
- Guided customers through step-by-step testing procedures to identify and resolve technical issues.
- Logged, tracked, and monitored service faults through to completion.
Lead Customer Service Advisor (AccountsDepartment)
Teleperformance (Vodafone)
2019.03 - 2020.03
- Mentored junior advisors, enhancing team performance and customer satisfaction.
- Resolved complex customer issues, ensuring high levels of retention and loyalty.
- Processed customer invoices accurately and on schedule.
- Maintained billing records and updated customer account details.
- Processed payments, refunds, credits, and account adjustments.
- Collaborated with finance, sales, and customer service teams to resolve billing issues.
- Assisted with credit checks, payment arrangements, and account management.
Junior Administrator
Rhosigns Neon
2017.02 - 2019.01
- Coordinated daily administrative tasks to ensure smooth office operations.
- Managed scheduling and appointments for team members, optimizing time management.
- Implemented filing system improvements, enhancing document retrieval efficiency.
- Supported project management efforts by tracking deadlines and deliverables effectively.
- Provided exceptional support to executives, handling travel arrangements and itinerary planning efficiently.
- Monitored and followed up on outstanding documentation and customer requests.
- Managed incoming and outgoing correspondence, including emails, telephone calls, and customer inquiries.
Customer Care and Repair Consultant
Vodacom Two Tins Repair
2015.03 - 2016.12
- Analyzed client needs to provide tailored repair solutions for electronic devices.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Collaborated with technicians to ensure timely and efficient service delivery.
- Maintained accurate records of repairs and customer interactions using CRM software.
- Supported management in executing strategic initiatives aimed at increasing service efficiency.
- Handled customer account applications and provided guidance on payment options and store services.
- Supported inventory management activities, including stock counts and receiving stock deliveries.
- Assisted with merchandising, stock replenishment, and maintaining store presentation standards.
Education
High School Diploma -
Marian Roman Catholic High School
Elsies River Cape Town 2001.04 -
Skills
Customer focus
Technical support
CRM platforms
Customer communication tools
Quality assurance
Training and mentoring
Microsoft Office Suite
Google Workspace
Strong analytical skills
Analytical skills
Creative solutions
Time management
Conflict resolution
Additional Information
References
Omar Abrahams – Vodacom Two Tins | 079 728 1902
Abigail [Surname] – Rhosigns Neon | 060 877 0638
Chene Sinden – Teleperformance | 073 544 835
Cindy Peters – WNS (Telkom) | 074 258 6524
Tamsyn Manuel – Eikendal Primary School | 064 905 8651
Chad Peterson – Capability (Instacart) | 078 569 2541
Keziah Wilderman – Bash (TFG) | 081 232 5681
Beatrice Erasmus – TTEC (Booking.com) | 068 543 2137
Certification
Teaching English as a Foreign Language
Interests
Customer experience industries
Conflict resolution and complaint handling
Timeline
Customer Service Subject Matter Expert
TTEC
2024.05 - Current
Customer Service Representative Deliveries
Bash (TFG),
2023.10 - 2024.01
Teaching English as a Foreign Language
2023-01
Customer Care Consultant
Capability (Instacart)
2022.01 - 2023.09
Senior Associate –
WNS (Telkom)
2021.01 - 2021.12
Lead Customer Service Advisor (AccountsDepartment)
Teleperformance (Vodafone)
2019.03 - 2020.03
Junior Administrator
Rhosigns Neon
2017.02 - 2019.01
Customer Care and Repair Consultant
Vodacom Two Tins Repair
2015.03 - 2016.12
High School Diploma -
Marian Roman Catholic High School
2001.04 -