Josey R. Email & Phone Number

Cape Town, Western Cape, South Africa

As a Chatbot Specialist, I specialise in building, training, and improving our customer support chatbot (Toshi) to enhance the customer experience. By analyzing conversation data, I continually optimize the automated experience, ensuring accurate and relevant responses. I also review and edit AI-generated content, identifying content gaps and maintaining brand cohesion across support channels. By creating automated customer service answer flows based on support documentation, I streamline customer interactions and drive efficiency. Leveraging analytics, I track performance metrics and make data-driven improvements to further enhance our chatbot's effectiveness.

Responsible for monitoring workforce metrics in real-time, analyzing trends and patterns, and using that information to adjust staffing levels as needed to optimize performance. I would also identify opportunities to improve workflows and processes and provide insights and recommendations to enhance efficiency, customer satisfaction, and overall business performance. By leveraging my data analysis skills, I would play a key role in driving data-informed decision-making across the organization, and ensuring that the company is able to make the most of its resources and talent.

Cape Town, Western Cape, South Africa

Responsible for ensuring a positive customer experience by providing support, guidance, and training to customers, identifying and resolving issues and complaints, and working with cross-functional teams to improve the overall customer experience.

Responsible for creating and curating memorable guest experiences, coordinating with other hotel departments to ensure a seamless guest experience, and continuously improving the quality of services offered by the team. A key role was developing and maintaining relationships with local vendors and service providers, as well as building and nurturing relationships with guests to ensure their loyalty and repeat business. Additionally, I would oversee the day-to-day operations of the concierge desk, manage staff, and maintain budgets and financial records.

Cape Town, Bantry Bay

Served as a senior point of contact for guests, managing complex guest requests, overseeing the night audit process, ensuring accurate financial reporting and compliance, and identifying opportunities to improve guest experiences and operational efficiencies.

Gardens

Responsible for managing and maintaining accurate records of all outstanding debts owed to the company, including tracking and reconciling payments received from customers, sending out invoices, and following up on overdue accounts. They also ensure that all cash transactions are properly recorded and reconciled, and assist with other financial tasks such as preparing financial reports and assisting with audits.

Gardens

Responsible for supervising the day-to-day activities of the front desk staff, including assigning tasks, providing training and guidance, handling customer inquiries and complaints, and ensuring a high level of customer service.

Greenpoint

Responsible for overseeing the day-to-day operations of the front desk, including managing staff, handling customer inquiries and complaints, and ensuring a high level of customer service.

Cape Town Area, South Africa

Responsible for overseeing the operations of the hotel during a specific shift, including managing staff, handling guest inquiries and complaints, ensuring compliance with hotel policies and procedures, and maintaining a high level of customer service

Cape Town Area, South Africa

Cape Town Area, South Africa

Data Analysis, 92%

This course was endorsed by the University of Cape Town

National Diploma - Hospitality Management