Reece Scholtz
@reecescholtz
I improve customer support quality through Zendesk audits, calibration, coaching, and data-driven action plans.
South AfricaWhat I'm looking for
At Keen People, I audit approximately 60 omnichannel customer interactions each week across messaging, email, chat, SMS, WhatsApp, and voice. I assess Zendesk hygiene, accuracy, customer effort, thoughtful support, and issue resolution.
I turn quality trends, DSAT drivers, and repeat failure points into client-ready reports, coaching priorities, and practical action plans. I also lead internal and client calibrations, monitor reviewer variance, and strengthen scoring consistency through evidence-based rubric alignment.
During a 124-review Issue Resolved sprint, I identified abandonment, escalations, and duplicate tickets as key unresolved-contact drivers and helped create an ownership improvement plan. I develop QA guidance and targeted interventions for at-risk agents while tracking improvement against an 85% pass standard.
My background includes high-volume support, escalations, vetting, and benefits administration at Keen People, Outworx, EXL South Africa, and Amazon. I bring 9+ years of contact-centre experience supporting customers, improving SOP adherence, and resolving complex cases in SLA-driven environments.
Experience
Work history, roles, and key accomplishments
Quality Analyst
Keen People
Sep 2025 - Present (1 year)
Conducts approximately 60 quality reviews per week across omnichannel interactions, analyzing trends and leading calibrations. Develops coaching materials and action plans to improve agent performance and client satisfaction.
Subject Matter Expert
Keen People
Aug 2025 - Sep 2025 (1 month)
Supported frontline advisors with complex account, billing, hardware, and integration queries while reinforcing SOPs and escalation requirements. Reviewed cases and coached advisors to improve ownership and reduce escalations.
Customer Support Advisor
Keen People
Jul 2025 - Aug 2025 (1 month)
Delivered high-volume omnichannel support for restaurant technology customers, resolving account, billing, menu, order, integration, and hardware-related enquiries. Maintained accurate Zendesk records and met service-level expectations.
Vetting Support Specialist
Outworx
Jan 2024 - Jan 2025 (1 year)
Performed end-to-end administrative vetting of business documents and criminal background checks, maintaining compliance accuracy and documentation integrity. Provided B2B email support and resolved verification issues within SLA requirements.
Benefits Associate
EXL South Africa
Jan 2020 - Jan 2023 (3 years)
Managed customer enquiries and caseloads for US disability benefit programmes, supporting medical-leave and claims-submission processes. Obtained healthcare documentation and kept customers informed of claim status while meeting compliance requirements.
Delivered phone, chat, and email support to North American retail customers across orders, returns, delivery tracking, account access, and technical issues. Promoted to the Account Change and Escalations Team (DART), resolving fraud concerns and complex dissatisfaction cases.
Education
Degrees, certifications, and relevant coursework
Princeton High School
National Senior Certificate, General
Completed National Senior Certificate in 2015.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Job categories
Skills
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