1. Jason B. Smith
31 Bien Donne Way
Westridge
Ph: 021 371 9419
Mobile: 078 894 0066
Email: jasonsmith@live.co.za
Nationality: South African
Driver’s Licence: Code 08
Linguistics: English & Afrikaans (fluent)
Career Objective:
My career objective is to continue to develop myself in my present work environment and
to keep abreast about the Customer Service and Retention industry on a continuous basis
as I consider it to be the most thriving and personally rewarding industry at present.
March 2015 – Present
CareerJunction
Client Relationship Consultant
Specific Responsibilities Include:
Client On-boarding, Retention and Support are tasks that form part of the Client
Relationship role. You will be responsible for facilitating the establishment and
maintenance of client relationships within IJH. This includes but is not limited to ensuring
that process methodologies are been followed, new contracts are processed without delay,
providing clients with a pleasant and efficient on boarding experience and ensuring that we
maintain our World Class Customer Service.
The Client Relationship Consultant role will to report to Roshan Adams, Client
Relationship Team Lead for day to day team management and delegation of tasks and
report to Wiebka Cooper, Client Relationship Manager for general team management.
Duties and Responsibilities shall include but shall not be limited to the following:
Client On-boarding
- Ensure that the client on-boarding methodology and processes are adhered to
- Manage a portfolio of clients and evaluate your clients’ needs and requirements
Client Retention
- Agree to a client retention methodology for the day to day management of all clients
- implement processes to accurately maintain client records such as but not necessarily
limited too:
o fields of speciality
o numbers of consultants, branches
o decision maker details
o change in business model, etc..
- ensure that any changes to account details are recorded on the Company CRM and that
all relevant teams are aware of any confirmed changes
- track client usage and seek to understand from client if usage is not what is expected
- provide client specific and general statistics on usage where necessary
Upgrade Sales / Client Cancellations / Downgrades
– Handle all incoming cancellations (or possible cancellations) or downgrades queries.
– Establish the client’s reasons for wanting to cancel or downgrade and make every
attempt to retain the client
– Where cancellations are confirmed, ensure that correct documentation is received and
procedures are adhered to and that an accurate reporting system is maintained in
order to record such cancellations. Cancellation spreadsheets must be kept up to date
weekly and sent to the Client Relationship Manager.

2. – Make contact with cancelling clients just prior to their official cancellation date with the
intention of making one last attempt to have the client retract their cancellation
General
– Summarise and record all clients telephonic discussions by way of a ‘thank you and
telephonic summary’ email to be sent to all clients in follow-up to each meeting within
24 hours of all meetings, copying Client Relationship Manager.
– All correspondence to be updated in the Company CRM and all client records are to be
kept up to date at all times.
– Be proactive about managing client situations and escalate all issues that may be of
concern to you.
– Ensure that you have an expert knowledge of CareerJunction including knowledge of
the following:
o how the system works
o why a client would want to use CareerJunction
o how CareerJunction is different from our competitors
o what makes CareerJunction unique
o how to answer objections that may be raised by a client in the sales process
– To ensure that attention to detail is attained and strives to achieve the utmost quality
in all work delivered.
– Have a positive attitude when communicating both with clients and with internal
communications.
– Work together as a team to achieve optimum results and deliver excellent client
service.
– Assist in other activities that may be necessary from time to time.
The above Roles, Responsibilities and Duties may be amended from time to time.
MEASUREMENTS WILL BE ALIGNED TO BUSINESS GOALS
Once client on boarding goals are identified, the next step is to identify measures that
should be used to enable these goals. A success measure should determine if a business
goal has been achieved. For example, is success achieved through increased processed
requests, reduced backlog or cycle time, or through increased results on external client
satisfaction surveys? Areas for consideration should include:
Workload – How many on client requests are submitted within a specified timeframe? Of
what type or complexity is each request?
Throughput – How many on client requests of each workflow type are completed in a
given period of time? How many on boarding requests are processed for a particular
product or service?
Performance – How quickly are requests completed once received? Which component
service level agreements (SLAs) are being met and which are being missed?
Productivity – How much time and effort was spent to process the request? How much
time per person?
Quality – Can quality be measured in automated ways? Very often, quality involves
measuring data integrity, rejection reason analysis, and/or human input error.
Backlog – What is the age of requests in the queue? How long is technical taking to fix
issues?
Client Satisfaction – How are clients experiencing the Client Relationship process? How
satisfied are they with turn-around time?
Revenue – How is the Client Relationship process increasing or decreasing revenue? Are
the right clients being focused on for?
Reference: Wiebka Cooper - 0218188630

3. January 2013 – March 2015
SmartStay.travel
Support and Marketing
Specific Responsibilities Include:
 Setting up of email templates
 Making sure client receive weekly newsletters
 Updating Facebook and Twitter accounts
 Sending bulk emails via GraphicMail and Salesforce
 General Customers Service
 Continuously revise targets, priorities & standards and implement changes where
needed
 Loading of new properties onto the SmartStay website.
 Be responsible for and manage clients’ accounts
Reference: Dane Spear - 0827805084
June 2011 – December2012
Wonga.com
Team leader
Specific Responsibilities Include:
 Resolve escalations from Customers and coordinate and resolve escalations to 3rd
parties within the agreed SLA
 Assist with Induction of New Call Centre Staff
 Quality Assessments each per agent from month to month
 Recording Skills Gaps & liaising with Training to implement appropriate plan of action
 Ensure performance is kept to a really high standard at all times by planning and
resourcing effectively
 Liaising with Key people at Wonga UK to ensure alignment, consistency and
calibration of your team with all areas in the business
 Continuously revise targets, priorities & standards and implement changes where
needed
 Report on team performance
 Operate within the set policies and adopt a “role model” stance at all times
 Increase Employee Motivation & Job Satisfaction
 Keep up-to-date with developments in the Call Centre Industry so that the leading
edge approach is maintained
Reference: Jolene Benjamin - 0822202827
May 2009 – May 2011:
Forwardslash
Customer Service Centre PCM Sales Agent
Core functions
 Initiating outbound chats to guest and real account holders
 Completion of campaigns initiated by marketing
 Constantly strive to convert & upsell new players
 Achieve sales driven targets
 Establishing effective “sales” relationships with players
 Logging all outgoing calls on the wrapping tool
 Offering assistance to customers regarding products
 Processing pertinent information into relevant databases
 Profiling & Analysing player accounts registered on our database
 Completion of adhoc tasks assigned during shift
 Handling and processing of outgoing chats (possibly emails & calls)
 Maintaining a positive and friendly attitude towards customers
 Filing and administration of all forms, paperwork/electronic data used in the
completion of duties
 Performing extra tasks as required
 Excellent time management and adherence to schedule
 The position entails night- time shift work based on 24/7 operational requirements
References: Gayleen Anderson 021 5935406 /Owen Rumble 0837753966

4. Reason for Leaving: Contract ended.
Feb 2009 –May 2009:
MINDPEARL
Customer Sales & Service Representative
Core functions:
 Answer telephones calls for Delta Airlines
 Book flights for passengers
 Handle general queries and complaints
 Performing extra tasks as required
 Maintaining a positive and friendly attitude towards customers
 Offering assistance to customers regarding products
Reference: HR Manager Ph: 021 440 6735
Reason for Leaving: Better Prospects
Oct 2008 –Jan 2009
LIVE WIRE NETCARE 911
Sales Consultant
Core functions:
 Representing the company by selling product through telesales.
 Reaching daily, weekly and monthly targets.
Reference: Christo Matthys Ph: 021 488 9900
Reason for Leaving: Better Prospects
April 2007 – Sept 2008
OM Financial Planners
Sales/Admin Consultant
Core functions:
 Compiling and reporting to Manager on agents monthly and weekly sales reports
 Reporting on to Manager on quality assessment of agent contacts’ and sales
 Representing the company by selling product through telesales.
 Reaching daily, weekly and monthly targets.
Reference: Yvonne Madela Ph: 086 111 2073
Reason for Leaving: Better Prospects
15 May 2006 –31 March 2007 Sales Consultant
LIVE WIRE NETCARE 911 Cape Town
Core functions:
 Representing the company by selling product through telesales.
 Reaching daily, weekly and monthly targets.
Reference: Wahlied Kahaar Ph: 073 033 3842
Reason for Leaving: Better Prospects
May 2005 – 15 February 2006 Sales Consultant
INCOMMUNICA Cape Town
Core functions:
 Representing the company by selling product through telesales.
 Reaching daily, weekly and monthly targets.
Reference: Mr. R. Jacobs Ph: 072 4499794
Reason for Leaving: Company closed down
Jan 2004– April 2005: Sales Consultant
Hotline: Welgemoed
Core functions:
 Representing the company by selling product through telesales.
 Reaching daily, weekly and monthly targets.

5. Reference: Mr. Wahlied Kahaar Ph: 073 033 384
Reason for Leaving: Better Prospects
July 2003 -September 2003 Cashier
Woolworths Kenilworth
Core functions:
 Cashing up of customers purchases
 Daily balance of float, depositing profit in safe.
 Customer services
Reference: John Richards
Foods Manager
Ph: 021 6707000
Reason for Leaving: Better Prospects
Athlone Technical College:
I completed a computer technician’s course from January 2003 until June 2003.
University of Western Cape
I am currently studying part-time B. com Degree in Business Administration.
Summary of current subjects
 Management 111  Industrial Psychology  Information Systems
 Public Administration  Political Studies  Quantitive Skills for
Commerce
 Academic literacy for
Commerce
Personal achievements
 Class Representative:
Management 111
 Certificate in First-
Aid
 Most influential
salesperson
 Class Representative:
Public Administration
 Certificate in
Firefighting
 Wingfield College:
Cooking Certificate
Personal Characteristics:
I am an analytical individual by nature and set realistic and meaningful objectives, from
which I have developed a confident character in acknowledging my abilities, strengths and
potential.
Acquiring experience in dealing with international clients has strengthened my skills and
has contributed to my character in developing invigorating innovation within business,
whereby I am constantly seeking challenges to drive revenue and contribute to my
knowledge and career development.
I am certain that my dynamic and flexible personality ensures me to be an asset within a
highly pressured business environment.
Thanking you,
Jason B. Smith