Faathima Joosab Email & Phone Number

Centurion, Gauteng, South Africa

City Of Johannesburg, Gauteng, South Africa

This role combines the responsibilities of an IT Process and Document Specialist, Call Coordinator, and custodian of the Knowledge Base and Standard Operating Procedures:• Ensuring an exceptional customer experience.• Maintaining a comprehensive understanding and creation of Standard Operating Procedures for Incident processes, procedures, and how-to guides for the Standard Bank Service Desk. • Engaging in written and verbal communication with various peers and professionals within… Show more This role combines the responsibilities of an IT Process and Document Specialist, Call Coordinator, and custodian of the Knowledge Base and Standard Operating Procedures:• Ensuring an exceptional customer experience.• Maintaining a comprehensive understanding and creation of Standard Operating Procedures for Incident processes, procedures, and how-to guides for the Standard Bank Service Desk. • Engaging in written and verbal communication with various peers and professionals within the company, including upper management.• Playing a pivotal role in the recent creation of a Chatbot for our company's Service Desk, overseeing the development and editing of scenarios for the Chatbot development team.• Collaborating with the Knowledge Management department on a project involving the review and update of over 300 Knowledge Articles in our Knowledge database.• Keeping meticulous records of knowledge shared during weekly Knowledge Sharing meetings.• Assisting the Leadership team in creating PowerPoint presentations that highlight the team's weekly and monthly performance records and Service Level Agreements.• Serving as a call coordinator, responsible for assigning calls to the correct resolver groups, following up with support technicians on the progress of outstanding calls, and gathering necessary information from end users as needed.• Actively pursuing continuous improvement by completing training courses on platforms like Udemy and taking advantage of other training opportunities within the company. Show less

Canada

Demonstrated exceptional content creation skills by engaging clients through the company's platform to capture and enhance their unique vision:• Successfully structured entire books, each exceeding 30,000 words, showcasing a talent for creating compelling and substantial narratives.• Utilized collaborative tools, particularly Google Docs, to incorporate real-time client feedback, ensuring a seamless and responsive writing process.• Exhibited a commitment to perfection by closely… Show more Demonstrated exceptional content creation skills by engaging clients through the company's platform to capture and enhance their unique vision:• Successfully structured entire books, each exceeding 30,000 words, showcasing a talent for creating compelling and substantial narratives.• Utilized collaborative tools, particularly Google Docs, to incorporate real-time client feedback, ensuring a seamless and responsive writing process.• Exhibited a commitment to perfection by closely collaborating with editors’ post-initial draft, resulting in an elevated quality of work and continuous refinement of literary skills. • Proven versatility in a dynamic environment by coordinating with colleagues across various departments through Slack, fostering an exchange of ideas, links, and open-source content, ultimately contributing to ongoing improvement as a skilled and resourceful author. Show less

Randburg, Gauteng, South Africa

This role as a Sales Representative were to do Business Development and to attract new customers,Surpassed set sales targets with a focus on high quality and efficiency:This role as a Sales Representative were to do Business Development and to attract new customers,Surpassed set sales targets with a focus on high quality and efficiency:• Thrived in a collaborative team environment within a fast-paced and highly stressful call center setting.• Maintained an exemplary standard… Show more This role as a Sales Representative were to do Business Development and to attract new customers,Surpassed set sales targets with a focus on high quality and efficiency:This role as a Sales Representative were to do Business Development and to attract new customers,Surpassed set sales targets with a focus on high quality and efficiency:• Thrived in a collaborative team environment within a fast-paced and highly stressful call center setting.• Maintained an exemplary standard of individual performance while generously sharing sales techniques, system knowledge, and technical skills with team members to elevate overall productivity.• Interacted with customers in a manner aligned with brand expectations, adeptly handling challenging situations with angry customers in a calm, precise, and timely manner to understand and address their needs.• Demonstrated understanding and compliance with the company's policies and procedures, actively mitigating risks.• Adapted seamlessly to an ever-changing environment by taking personal responsibility for performance, knowledge base, and professional development.• Assumed the responsibility of training new employees, imparting product knowledge, efficient system navigation, and effective customer handling techniques. Additionally, explained procedures and processes in a clear and understandable manner for new team members.• Participated in monthly training sessions for Continuous Professional Development (CPD), Treating Customers Fairly (TCF), and updates on product, price, and procedural changes. Contributed valuable suggestions during these sessions, such as proposing script revisions to make them more engaging and relevant to customers.• Possessed in-depth knowledge of various systems, including Hogan, Sell-it, Communix, and Apex. Show less

City Of Johannesburg, Gauteng, South Africa

This role was a Front Desk and Sales Representative for the Hotel:• Managed room bookings through various channels, including landline, online, email, and in-person bookings.• Conducted daily administrative duties, encompassing end-of-day checkouts, room inspections post-guest departure, planning daily breakfast and lunch menus, and providing assistance to the manager with various tasks.• Developed a Microsoft Excel sheet and process to streamline documentation of key details such… Show more This role was a Front Desk and Sales Representative for the Hotel:• Managed room bookings through various channels, including landline, online, email, and in-person bookings.• Conducted daily administrative duties, encompassing end-of-day checkouts, room inspections post-guest departure, planning daily breakfast and lunch menus, and providing assistance to the manager with various tasks.• Developed a Microsoft Excel sheet and process to streamline documentation of key details such as clean and dirty vacant rooms, occupied rooms, future bookings, and rooms requiring maintenance. This collaborative document was shared among the admin staff, the manager, and the hotel owner.• Served as the first point of contact, requiring a balance of empathy and professionalism to ensure guests felt genuinely welcomed and comfortable.• Created documents with clear and concise instructions for the cleaning staff each morning, ensuring that occupied rooms remained undisturbed while vacant rooms were promptly cleaned.• Produced itineraries for special guests from around the world, emphasizing excitement and ease of understanding, especially for guests with limited English proficiency. Show less

Johannesburg Metropolitan Area

This role as a Sales Representative were to do Business Development and to attract new customers,surpass set sales targets with a focus on high quality and efficiency:This role as a Sales Representative were to do Business Development and to attract new customers,surpass set sales targets with a focus on high quality and efficiency:• Thrived in a collaborative team environment within a fast-paced and highly stressful call center setting.• Maintained an exemplary standard of… Show more This role as a Sales Representative were to do Business Development and to attract new customers,surpass set sales targets with a focus on high quality and efficiency:This role as a Sales Representative were to do Business Development and to attract new customers,surpass set sales targets with a focus on high quality and efficiency:• Thrived in a collaborative team environment within a fast-paced and highly stressful call center setting.• Maintained an exemplary standard of individual performance while generously sharing sales techniques, system knowledge, and technical skills with team members to elevate overall productivity.• Interacted with customers in a manner aligned with brand expectations, adeptly handling challenging situations with angry customers in a calm, precise, and timely manner to understand and address their needs.• Demonstrated understanding and compliance with the company's policies and procedures, actively mitigating risks.• Adapted seamlessly to an ever-changing environment by taking personal responsibility for performance, knowledge base, and professional development.• Participated in monthly training sessions for Continuous Professional Development (CPD), Treating Customers Fairly (TCF), and updates on product, price, and procedural changes. Contributed valuable suggestions during these sessions, such as proposing script revisions to make them more engaging and relevant to customers. Show less

Diploma, Project Management

High School, 12

Activities and Societies: Netball team, swimming, debate, etc I also tutored children in Math's and English. I assisted teachers.