Open to opportunities

Jerome Gopal

@jeromegopal

Message

I resolve complex customer issues and improve service, administration, and logistics workflows.

South Africa

Message

What I'm looking for

I'm looking for a customer service, administration, or logistics role where I can resolve complex issues, improve workflows, support clients, and grow into a team leadership position.

At CCI Call Center, I handle complex client inquiries as an SME Agent, providing technical troubleshooting and analysis of product updates, feature mechanics, and developments.

I manage call-processing pipelines, log customer workflows and feedback in CRM tools, and escalate system discrepancies in line with compliance requirements. I've earned three Performance Awards and completed Leadership Step-Up training for Team Leader roles.

Previously at TFD Logistics Durban and RTT Logistics, I coordinated inbound freight, verified shipping and delivery documentation, maintained logistics databases, and resolved delivery shortages, delays, and damage discrepancies with customers and drivers.

I bring more than six years of combined experience across customer service management, office administration, and logistics synchronization, with a focus on accurate records, efficient workflows, and dependable client support.

Experience

Work history, roles, and key accomplishments

Current

SME Agent & Customer Services

Current

CCI Call Center

Jul 2020 - Present (6 years 2 months)

Act as Subject Matter Expert handling complex client inquiries, providing technical troubleshooting, and coaching junior agents. Manage call processing pipelines and log customer workflows in CRM tools.

Customer Service Technical Troubleshooting Coaching CRM Data Entry Compliance

Education

Degrees, certifications, and relevant coursework

Phoenix Technical School

National Senior Certificate, General Studies

2009 - 2013

Grade: Bachelor's Degree Pass

Completed National Senior Certificate with a Bachelor's Degree Pass, focusing on Mathematics, English, Afrikaans, Engineering Graphics and Design, Mechanical Technology, and Electrical Technology.