Introduction

About Me

I am obsessed about customer service. I am passionate about small business start-ups and admire entrepreneurs because I know how hard it is to create, grow and sustain a business.

I love the outdoors and care about animals.

I am a person of great integrity and all the work I do is selected for my personal enjoyment too, and not just for money!

Business Description

I help you achieve your online entrepreneurial dream by offering the following services:

>Setting up and automating your online business
>Writing SEO content to generate traffic to your website
>Setting up and managing your online affiliate program
>Improving your business processes
>Improving your customer satisfaction
>Project management

My Skills

strategy
analysis
project-management
customer-service
social-media-marketing
business-strategy
service-quality
business-process
wordpress
process-improvement
integration
outsourcing
management-consulting
web-marketing
project-planning
program-management
business-analysis
service-desk
service-delivery
marketing
business-intelligence
it-operations
consulting
business-process-improvement
team-leadership
operations-management
new-business-development
pre-sales
sla
service-management
service-improvement
vendor-management
social-media
internet-marketing
writing
affiliate-management
affiliate-automation
small-business-management
management

Work/Experience

Owner at Virtual Business Solutions

February 2015 - Present
Virtual Business Solutions offers high-end business solutions affordable to the small or start-up business. Services include:

>Affiliate management automation.
>Affiliate management.
>Professional web content health & business writing services for your website to attract more traffic.
>Small business on-page SEO.
>Customer service experience improvements.
>Setting up your Wordpress website.
>Project management.
>Budget marketing.
>Process mapping and design.

Service Operations Analyst at EOH

January 2013 - January 2014
I specialized in service excellence strategy, and managed the operational customer satisfaction survey process, as well as the operational escalation management process. Skills employed:

• Analysing, trending and reporting findings from satisfaction surveys
• Interacting with clients and users in a Public Relations role
• Creating and implementing operational service improvement strategies
• Recommending executive operational service improvements based on user feedback
• Coaching and mentoring client-facing staff managers in order to drive service improvements
• Creating reports to measure client satisfaction
• Conducting research
• Brand management with regards to the Customer Satisfaction Survey Process
• Working closely with the technical team to ensure a streamlined online survey process

Founder of Part Time Business at Get Thin for Good

September 2009 - September 2012
From initially knowing nothing about internet marketing, I created a website which provides online courses to individuals, and offers an affiliate service through Clickbank. The following skills are essential to an internet marketing business:

• social media
• writing
• editing
• blogging
• Wordpress expertise
• internet research
• online marketing strategy
• SEO
• email marketing

Service Operations Analyst at Siemens IT Solutions and Services South Africa (Pty) Ltd

February 2006 - January 2013
Major accomplishments:

>Created the first comprehensive IT Service Excellence Strategy in South Africa based on extensive research.
>Increased Siemens IT Services & Solutions operational user communication by 85.19%
>Increased the end-user customer satisfaction survey response rate by 99.5%.
>Increased response rate to more than the Gartner industry standard of 15%.
> Increased user attention and emotional connection by correspondence by more than 96.30%

The function included:

• Creating, implementing and managing the Operational Escalation Process
• Creating, implementing and managing the Operational Customer Satisfaction Survey Process
• Analysing, trending and reporting findings from satisfaction surveys
• Interacting with clients and users in a Public Relations role
• Creating and implementing operational service improvement strategies
• Recommending executive operational service improvements based on user feedback
• Coaching and mentoring client-facing staff managers in order to drive service improvements
• Creating reports to measure client satisfaction
• Conducting research
• Conducting Service Desk Agent and Service Desk Engineer voice recording assessment training to improve service delivery in the Customer Interaction Centre
• Brand management with regards to the Customer Satisfaction Survey Process
• Working closely with the technical team to ensure a streamlined online survey process
• Writing articles relating to service on behalf of the company (published in Oracle Business Journals)

Manager at Princess Alice Adoption Home

August 2004 - August 2005
The position required me to manage a staff of 18, and my aim for the year was to create awareness of the services the Home provides, as well as to start relationships and nurture them in order to maintain loyalty in the form of monetary and volunteer support and awareness.

Internal & External Communications at The Workforce Group

November 2001 - July 2004
Starting, managing, sourcing, journalistic interviewing, writing, formatting layout and editing of The Group newsletter distributed to 600 staff members nationwide, as well as selected clients. It also included writing editorials for The Star Workplace, editing marketing documentation and correspondence, writing and layout of profiles for two brands, researching for articles, profiles, editorials, knowledge management

Education

General Smuts High School

Publications

3 Ways to Deny Your Flesh and Become Self-Disciplined

Publication: Hubpages
Date: Sep 24, 2017
For overeaters, learning self-discipline can be seriously hard, but should be viewed as a fun challenge to conquer.

Romance and Flirting: How to Guard Your Heart - For Women

Publication: Hubpages
Date: May 21, 2013
How to guard your heart against unecessary pain caused by men who may just want to have a bit of fun on the side - but break your heart in the process.

Flexibility is Vital to Delivering Exceptional Customer Service

Publication: Oracle - Journal of Management Excellence
Date: Jan 01, 2010

High-trust Companies Equal High-profit Companies

Publication: Oracle - Journal of Management Excellence
Date: Jul 01, 2009

Location

Contact Information

Gordon's Bay South Africa

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