Brazenana Mtikane
@brazenanamtikane
Experienced team manager with a strong background in customer service.
What I'm looking for
I am a dedicated professional with a diverse background in customer service and management, currently serving as a NA Team Manager Consumer at Amazon. My journey began with a BSc in Medical Bioscience, which laid the foundation for my analytical skills and attention to detail. Over the years, I have honed my abilities in team leadership, process improvement, and customer satisfaction, leading teams of 20-30 associates to achieve performance goals and enhance customer experiences.
Throughout my career, I have been recognized for my commitment to excellence, receiving awards for diligence during my high school years and completing a DST-NRF internship. My experience at Amazon has equipped me with the skills to manage complex customer service operations, resolve escalations, and implement effective solutions that drive performance. I am passionate about fostering a positive team culture and mentoring new managers and associates to reach their full potential.
Experience
Work history, roles, and key accomplishments
NA Team Manager Consumer
Amazon
May 2019 - Present (6 years 1 month)
Currently managing the NA Team Consumer, setting vision and culture for the team. Responsible for overall performance management, coordination, and evaluation of a team of 20-30 associates.
NA Consumer Team Manager
Amazon
Oct 2018 - Mar 2019 (5 months)
Managed the NA Consumer Team, overseeing performance and operational goals. Drove process improvements and continuous improvement culture through 'Kaizen' and Lean projects.
CSNA Resolution Specialist
Amazon
Feb 2018 - Oct 2018 (8 months)
Resolved complex customer trust escalations related to brand, data regulation, and privacy concerns. Conducted in-depth investigations to identify root causes and restore customer trust.
CSNA Team Manager Account Change department
Amazon
Oct 2017 - Feb 2018 (4 months)
Led a team within the CSNA Account Change department, setting performance expectations and fostering a positive team culture. Focused on improving customer satisfaction and implementing dynamic solutions for customer-impacting issues.
Customer Service North America (CSNA) Resolution Specialist
Amazon
Jul 2017 - Oct 2017 (3 months)
Resolved complex customer trust escalations related to brand, data regulation, and privacy concerns. Conducted in-depth investigations to identify root causes and restore customer trust.
Viking Project Management
Amazon
Mar 2017 - Aug 2017 (5 months)
Managed Viking Project initiatives, ensuring timely completion and successful outcomes. Collaborated with cross-functional teams to achieve project goals.
Password Change Specialist
Amazon
Oct 2016 - Jul 2017 (9 months)
Managed password change requests and related account security issues for customers. Ensured secure and efficient resolution of customer account concerns.
Password Change Specialist
Amazon
Jun 2017 - Jul 2017 (1 month)
Managed password change requests and related account security issues for customers. Ensured secure and efficient resolution of customer account concerns.
Coaching Captain
Amazon
Mar 2015 - Oct 2015 (7 months)
Led coaching initiatives as a Coaching Captain, enhancing team performance and skill development. Contributed to operational efficiency by guiding associates and implementing best practices.
Customer Service North America (CSNA) Associate Prime Now
Amazon
Sep 2013 - Oct 2016 (3 years 1 month)
Provided customer service for North America Prime Now, addressing customer inquiries via phone, chat, and email. Resolved technical issues related to Amazon's website, Prime services, and digital devices.
Research Assistant
National Research Foundation (NRF)
Apr 2014 - Apr 2015 (1 year)
Conducted research as a Research Assistant, contributing to projects within the organization. Performed diagnostic testing procedures and maintained laboratory equipment to ensure accurate results.
Rover
Amazon
Oct 2014 - Jan 2015 (3 months)
Assisted with various operational tasks as a Rover, supporting different departments as needed. Ensured smooth workflow and contributed to overall team productivity.
Marker grade 3 and 6
UCT
Oct 2012 - Oct 2012 (0 months)
Served as a Marker for grades 3 and 6, contributing to the assessment process. Ensured accurate and timely grading of assignments during short-term contracts.
Flexi Customer Assistant: Till operator including Packing
Woolworths (Proprietary) Limited
Dec 2009 - Dec 2009 (0 months)
Assisted customers with till operations and packing duties, ensuring efficient service during a seasonal employment period. Maintained a high level of customer satisfaction by accurately processing transactions and handling products with care.
Education
Degrees, certifications, and relevant coursework
Simons Town High School
Grade 12, General Studies
Grade: Mathematics HG: D, Biology HG: D, Physical Science SG: C, English First Language HG: E, Afrikaans Additional Language HG: E, Computer Studies SG: D, Business Studies HG: D
Activities and societies: Awards for Diligence (2003-2007 High School Awards)
Completed secondary education with a focus on Mathematics, Biology, Physical Science, English, Afrikaans, Computer Studies, and Business Studies. Achieved good grades in various subjects.
University of Western Cape (UWC)
BSc (Medical Bioscience), Medical Bioscience
Grade: Medical Bioscience 331: D, Medical Bioscience 332: D, Medical Microbiology 351: D, Medical Microbiology 352: D, Biotechnology 324: D
Undertook a Bachelor of Science in Medical Bioscience, completing up to the third year level. Focused on core subjects including Medical Bioscience, Medical Microbiology, and Biotechnology.
University of Western Cape (UWC)
Postgraduate Certificate in Education (PGCE), Education
Grade: EDUCATION PRAC 401: B, PSYCH OF TEACHING & LEARNING 413: C, AUTHORITY&DISCIPLINE IDENTITIES 414: D, LEARNER ACHIEVEMENT LEVELS 415: D, AFRICAN LANG COMUNICATION: D, ENGLISH COMMUNICATION: C, METHOD OF BIOLOGY: C, METHOD OF GENERAL SCIENCE: C
Activities and societies: South African Council for Educators (SACE) Registration No.: P12208258 (2011-2012)
Completed a Postgraduate Certificate in Education, focusing on educational practices, psychology of teaching and learning, and learner achievement levels. Specialized in methods for Biology and General Science.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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