Chima Okeke
Customer service associate
Okeke Chima-ijeoma
City of Cape Town, Western Cape.
+27(0)834449447 | [email protected]
EDUCATION: Cape Peninsula University of Technology
Cape Peninsula University of Technology
Programme: BTECH. Quality (in progress)
Academic Standing: 96 %
Relevant Courses: Risk and Reliability Engineering, Quality Planning & Auditing, Lean Sigma, Statistical Quality Techniques,
Integrated Management Systems
Cape Peninsula University of Technology
Programme: National Diploma, Environmental Health (2021)
Academic Standing: 60 %
WORK EXPERIENCE
Amazon South Africa (Cape Town, Western Cape) June 2022 – Present
Customer Service Associate
• Managed high-value refunds up to $5k, resolving issues and enhancing customer satisfaction.
• Corresponded with customers via email, addressing concerns and providing effective resolutions.
• Successfully resolved overdraft fees and unknown charges, ensuring transparent communication.
• Scheduled and coordinated appointments for issue investigation and resolution.
• Streamlined return logistics for large-scale Amazon items, optimizing processes.
• Proactively managed delivery logistics, ensuring timely updates and package tracking.
• Maintained accurate and private account information, contributing to data integrity.
• Implemented proactive customer service strategies, resulting in improved customer feedback
Department of Health, South Africa (Jane Furse, Limpopo) Jan 2021-Dec 2021
Environmental Health Practitioner
• Conducted routine health and safety inspections, achieving a 95% compliance rate.
• Developed and implemented comprehensive health and safety policies, enhancing workplace safety.
• Led successful audits resulting in a 98% compliance rate with health and safety regulations.
• Monitored water quality, ensuring adherence to health standards.
• Investigated incidents and prepared detailed reports, contributing to informed decision-making.
• Managed waste practices and pest control, reducing instances of contamination by 20%.
• Conducted food control inspections, ensuring a 90% compliance rate with regulations.
• Provided on-site training, enhancing the proper use of personal protective equipment.
• Engaged in community training, increasing public awareness of health and safety practices.
• Participated as part of the COVID-19 response team, in Infection Prevention and Control and Disease Outbreak
CERTIFICATIONS
● Occupational Health and Safety Management Systems Auditing (ISO 45001:2018), 2023
● Fundamentals of Project Management, Google, 2023
● Excel Fundamentals – Formulas for Finance, Corporate Finance Institute, 2022
● HPCSA-Independent Practice Environmental Health Practitioner, 2021
KEY PERFORMANCE INDICATORS ACHIEVED (KPIs)
– Spearheaded successful HACCP implementation, resulting in a 90% compliance rate during health and safety audits.
– Led comprehensive risk assessments, identifying critical areas for improvement and mitigating potential hazards.
– Achieved a 95% adherence rate to health and safety protocols, ensuring a safe and compliant work environment.
– Maintained rigorous quality control standards, contributing to a 15% reduction in defects and customer complaints.
– Conducted thorough HSE audits, resulting in a 90% compliance rate with regulatory requirements.
– Orchestrated effective incident investigations, reducing incident recurrence by 20% and improving workplace safety.
– Provided exceptional customer success support, resolving 90% of customer concerns and enhancing satisfaction.
– Proactively managed logistical assistance, resulting in a 15% improvement in delivery efficiency and accuracy.
SKILLS
Language Skills Technical Skills
● English (Native proficiency) Microsoft Word, Excel, and Outlook
● French (Limited working proficiency) Project Management
● Zulu (Conversational proficiency) HACCP
● Xhosa (Native proficiency) Incident investigation
HSE Auditing
HSE Management systems
Tableau (Data Visualization)
Analytical Problem-Solving
Quantitative and Qualitative Analysis
Risk Assessment
Risk Management
Effective Report Writing and Presentation
REFERENCES
Ms Simamkele Ntshanga (Supervisor, Department of Health, South Africa)
Cell: 0794637563
Email: [email protected]
Ms Zahria Van Biene (Team Manager, Amazon South Africa)
Cell: 079 180 1106 (available after 12h00 pm)
Email: [email protected]
Mr Bathandwa Gocina (Former colleague, Department of Health)
Cell: 0787570853
Email: [email protected]