Blessing User

Promoted twice within the organization, advancing from Customer Service Representative to Relationship Executive to Customer Experience Executive. Manages end-to-end case management and quarterly billing reviews for a high-value client portfolio, resolving escalations 30% faster than SLA targets while maintaining 98%+ client satisfaction.

Recognized as Subject Matter Expert and Second-in-Charge, supporting team leadership with complex escalations, mentoring, and new-hire onboarding. Served as primary point of contact for six enterprise client accounts, managing Microsoft 365 account lifecycles and resolving hardware, networking, and POS issues.

Delivered technical and customer support for Amazon Digital & Devices, consistently meeting quality and productivity KPIs. Closed 90%+ of enquiries on first contact, managing 50+ cases daily across technical, order, and account issues.

Served 80+ customers daily while maintaining 100% compliance with banking regulations and opening 20+ new accounts a day. Balanced R200,000+ in daily transactions at 99.9% accuracy and was named Regional Top Sales Performer (2017) and Regional Top 3 Performer (2018).

Advised clients on insurance and investment solutions based on individual financial needs. Developed new business through consultative selling and relationship management.

Promoted to Lead Agent within four months based on performance. Handled escalations and acted as subject matter expert supporting fellow advisors.

Completed the Excel Skills for Business course at Macquarie University in 2023.

Completed the Power BI Job Simulation at PwC Switzerland in 2023.

Completed the SQL for Data Science course at the University of California in 2023.

Completed a Diploma in Operations Management on Alison in 2022.

Completed the Google Data Analytics Professional Certificate on Coursera in 2022.