Grace R.
✨ Newly AddedCustomer Support Agent
Notable Highlight
The candidate brought extensive experience in customer operations, case management, quality assurance, process optimization, and workforce enablement.
Experience Summary
The candidate brought over five years of experience in customer experience operations, customer support, safety operations, and training across multinational organizations, including Bol. and TP. She managed high-volume customer cases, led onboarding and training initiatives, handled complex customer escalations, collaborated with cross-functional teams, and contributed to operational process improvements across North American, European, and Sub-Saharan African markets. Her background reflects strong operational and customer-focused expertise, with no accounting or Accounts Payable experience.
Key Achievements
Throughout her career, the candidate consistently exceeded operational performance expectations by maintaining high customer satisfaction scores, managing high-risk escalations within strict service level agreements, reducing team underperformance through coaching and mentoring, and supporting process improvements that enhanced operational efficiency. She received recognition for improving customer support quality standards during the launch of Bol. Food South Africa and was acknowledged for her contributions to workforce development and performance improvement in her training role.
Skills
Work Experience
Customer Experience Operations Specialist
TP · Oct 2024 – Apr 2025
- Delivered end-to-end case management for a high-fashion e-Commerce client across North American markets (USA & Canada), ensuring consistent SLA adherence.
- Maintained near-zero weekly backlog through effective prioritization and workflow management.
- Strengthened customer retention by managing returns and exchanges efficiently, improving post-purchase experience, and reducing customer friction.
- Collaborated cross-functionally to resolve operational bottlenecks, contributing to faster resolution times and improved workflow efficiency.
- Identified process gaps and escalated system issues, supporting continuous improvement of CX operations.
Safety & Social Media CX Agent
Bol. · Nov 2023 – May 2024
- Monitored real-time queues to ensure timely intervention and prioritization of critical incidents.
- Managed complex, high-risk safety cases (including sensitive incidents) across digital and social platforms, ensuring urgent cases were escalated within 1 hour.
- Resolved standard cases within 72 hours, with extended timelines (up to 7 days) for external investigations.
- Applied a people-first, risk-aware approach to case resolution, balancing customer experience with compliance and safety protocols.
- Collaborated with PR, Marketing, Operations, and Country Leadership on escalations to protect brand reputation.
- Delivered actionable case insights to leadership, supporting data-driven decision-making.
- Strengthened BPO performance through knowledge-sharing sessions, improving policy adherence and case accuracy.
Training Specialist – People Enablement
Bol. · Dec 2020 – Nov 2023
- Supported new hires through structured 1-week onboarding, shadowing, and practical training programs, enabling teams to meet SLA and quality targets.
- Trained and onboarded 20+ agents across SSA, improving workforce capability and operational readiness.
- Conducted weekly coaching sessions to address knowledge gaps and improve performance.
- Reduced underperformance to <10% of team members through targeted mentoring and continuous support.
- Delivered performance insights and assessment results to managers, contributing to improved QA outcomes.
- Served as SME across SSA and selected European markets, supporting cross-regional operations.
- Collaborated cross-functionally to improve systems and processes, including enhancements to payment workflows.
Customer Support Specialist
Bol. · Nov 2018 – Nov 2020
- Handled 80–100 customer cases daily in a fast-paced environment.
- Delivered 93–95% CSAT by resolving customer issues efficiently and enhancing post-service experience.
- Resolved complex issues, including disputes, pricing concerns, and customer complaints with accuracy and efficiency.
- Improved response times and case handling efficiency through process improvements.
- Maintained near-zero backlog through effective prioritization and queue management.
- Built strong customer relationships, contributing to retention and long-term engagement.
- Awarded Certificate of Achievement for Raising Customer Support Quality Standards during the launch of Bol. Food South Africa (2019).
Coordinator – Operations & Team Support
A(VAF · Nov 2017 – Nov 2018
- Coordinated logistics and scheduling for live broadcast productions, ensuring seamless execution.
- Facilitated multilingual communication across diverse teams, improving collaboration and efficiency.
- Supported technical and production teams with planning and execution, ensuring operational readiness.
- Provided on-the-ground support during live productions, assisting talent, coaches, and producers to ensure smooth show execution and post-production coordination.
- Acted as a liaison between production teams and on-screen talent, maintaining clear communication in high-pressure, time-sensitive environments.