Social Media and Customer Engagement Manager
at Zamlim Investments ( Myfuelrewards)
August 2019 - at Present
Manage a team of field agents as well as the Social Media and Customer Engagement team. Developed and implemented daily operations plans such as delivery routes, employee assignments, and promotional strategies. Implemented policies and standard operating procedures for continuous improvement Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans. Provided excellent customer care to maintain and improve customer relations, strengthen loyalty, and increase product and service sales. Enhanced organizational efficiency by gathering business requirements and improving data models and reporting frameworks. Participate in customer meetings and distribute minutes of meeting to the operations team.
Social Media Manager and Administrator
at Doek On Flek Lifestyle ( 3 Month Contract)
May 2019 - July 2019
Perform research on current benchmark trends and audience preferences. Design and implement a social media strategy to align with business goals. Set specific objectives and report on ROI. Generate, edit, publish and share engaging content daily (e.g. original text, photos, videos, and news) Monitor SEO and web traffic metrics. Collaborate with other teams, like marketing, sales, and customer service to ensure brand consistency. Communicate with followers, respond to queries in a timely manner and monitor customer reviews Oversee social media accounts’ design (e.g., Facebook timeline cover, profile pictures, and blog layout) Suggest and implement new features to develop brand awareness, like promotions and competitions. Stay up-to-date with current technologies and trends in social media, design tools, and applications. Conduct clerical duties, including filing, answering phone calls, responding to emails and preparing documents.
Social Media Manager
at Umlilo (Kwaai Diva)
July 2017 - May 2019
Design and implement a social media strategy to align with Umlilo business goals Generate, edit, publish and share engaging content daily (e.g. original text, photos, videos, and news) Developed and implemented daily operations plans such as delivery routes, employee assignments, and promotional strategies. Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans. Enhanced organizational efficiency by gathering business requirements and improving data models and reporting frameworks. Communicate with followers, respond to queries in a timely manner and manage customer reviews. Oversee social media accounts (e.g. Facebook layout, twitter. Instagram and blog layout ) Undertake administrative tasks, including the willingness to engage them in granular detail. Develop and implement effective administrative systems, procedures, and protocols
Help Desk Consultant
at Capitec Bank
May 2018 - October 2018
Build analysts’ skills and meet skill requirements by coordinating with higher-level agents and Management. Determine problems, troubleshoot and advice users. Log all help desk interactions. Co-assist branches with technical and client queries. Stay current with system information, changes, and updates. Track and route problems and requests and document resolutions. Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team. Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
October 2015 - May 2017
Acting as a central point of contact for customers through multimedia contact channels, customer service, escalations, and complaints, in regards to billing, providing assistance and services that will ensure better customer experience. Identifying customer needs and providing information on a broad range of Vodafone UK’s products and services, cross-selling where appropriate. Logging customer calls and customer case management Processing of collections for overdue accounts and assisting customers in setting up payment arrangements for overdue accounts. Logging of customer’s complaints and providing compensation for the inconvenience of bad customer service.
BA with Communication Science and Psychology ( In progress)
at University of South Africa
2019 - at Present (1 year) Gauteng
BA In Politics ( Incomplete)
at University of Johannesburg
2014 - 2017 (3 years) Gauteng
High School Diploma
at Crwaford College Sandton
2005 - 2009 (4 years) Gauteng