Keith Duane Paul
Auckland
Summary
Customer service professional with proven ability to handle inquiries, resolve issues, and ensure positive client experiences. Skilled in communication, problem-solving, and adaptability. Strong team collaborator focused on achieving targets and maintaining high standards. Reliable and flexible, ready to meet changing needs and deliver results.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Amazon
08.2021 - 10.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Business Owner
SK Construction Repair and Maintenance
01.2019 - 03.2021
- Established strong customer relationships through excellent communication and attentive service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Fostered an inclusive workplace culture that valued diversity, collaboration, and continuous learning.
Assistant Bookkeeper
Talisman Hire
06.2016 - 11.2018
- Filed invoices with processed checks to maintain orderly accounting filing system.
- Inspected account books and recorded transactions.
- Created and maintained detailed, organized and timely records of transactions to support legal compliance.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Input financial data and produced reports using [Software].
- Confirmed accounts payable and controlled expenses by receiving, processing, verifying and reconciling invoices.
- Reconciled financial data to maintain accurate account balances and support compliance with established accounting practices.
- Improved financial accuracy by maintaining organized records of all transactions and reconciliations.
- Supported the bookkeeper with payroll processing, ensuring accurate employee compensation.
- Assisted bookkeepers in providing support documentation required for audits.
- Researched financial information discrepancies and documentation to verify accuracy and adhere to established procedures prior to processing.
- Handled day-to-day accounting processes to drive financial accuracy.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Streamlined daily reporting information entry for efficient record keeping purposes.
- Strengthened financial operations by conducting bank reconciliations and financial reporting.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
Accounting Officer/Asset controller
Standard Bank Insurance Services
07.2012 - 01.2016
- Key responsibilities as the senior accounting officer at Standard Insurance Limited was to accurately post premiums received, ensure commission paid to broker, ensure Sasria premiums on SAP are allocated to the correct General Ledger accounts
- Responsible for the calculation and posting of the largest income earner for Standard Insurance limited, Homeloans as well as smaller products such as Car Warranty, Accident and Health, Legal Assist
- Responsible for tracking spend against budget for marketing campaigns, updating management and corresponding with stakeholders regarding overspend or under spend
- Responsible for posting provision journals ensuring accuracy of monthly reports
- Provide supporting documentation and explanations and liaise with internal and external auditors for interim and final financial audits
- Reconciliation of cash books (bank accounts), allocation of customer deposits and claims payments daily – value of approximately R12 000 000.00 daily
- Responsible for posting IBNR for the above mentioned products
- Responsible for posting DAC for the above mentioned products
- Involved in the calculation of claims outstanding provisions for the above mentioned products
- Responsible for reporting of stats for the above mentioned products
- As the asset controller responsible for the sourcing and procuring (EBP/SRM system) of laptops, desktops, monitors etc
- As well as the distribution thereof
- Responsible for the payment to the creditors for and maintaining a balance of not more than 30 days
- Responsible for tagging each asset and asset count twice a year and the reconciliation of assets
- Responsible for adhoc creditors and timeous payments
- Reference: Dylan Kerr Contact: (011) 858 5000
- Reference: Clive Ramsudh Contact: (011) 858 5000
Sales Representative
Nestle, South Africa
10.2010 - 11.2011
- Present and sell company products and services to current and potential clients
- Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made
- Follow up on new leads and referrals resulting from field activity
- Identify sales prospects and contact these and other accounts as assigned
- Prepare presentations, proposals and sales contracts
- Develop and maintain sales materials and current product knowledge
- Establish and maintain current client and potential client relationships
- Prepare paperwork to activate and maintain contract services
- Manage account services through quality checks and other follow-up
- Identify and resolve client concerns
- Prepare a variety of status reports, including activity, closings, follow-up, and adherence to goals
- Communicate new product and service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff
- Coordinate company staff to accomplish the work required to close sales
- Develop and implement special sales activities to reduce stock
- Target markets were mainly high LSM, but smaller stores in the more rural areas were middle to low LSM
- Targets were set per business unit but every month was approximately R 4 million combined, which was achieved
- Products sold were from different business units within the Nestle
Marketing Procurement Administrator
Nestle, South Africa
12.2009 - 10.2011
- Manage and support business units in terms of procurement of marketing, advertising, POS material and research services
- Generating Purchase Requisitions for all cost estimates received for the Marketing and Sales, Graphic Design, Brand Activation and Consumer Service departments and liaise with external parties
- Ensure that all auditing requirements for the processes are adhered to, especially relating to filing of documentation
- Maintain processes related workflows for materials created by Marketing and ensure timelines are adhered to
- Present daily sales to CAM’s
- Ensure quality control, cost evaluation and best practice management of the Marketing procurement spend in the SAP system
- Creating Purchase requisitions in SAP ensuring that documents are correct, leasing and following up with relevant stakeholders and monitoring the end to end process
- Ensure accrual/provision for the entire year on SAP so that no expense would be carried over to the following year
- Maintain accounts for various business units (coffee & beverages, chocolates, dairy, Food, nutrition, foodservices)
- Developed a link with finance to enable/improve timeouts payments
- Being in the position of marketing procurement administrator, strong ties/relationships were developed with brand teams, thus resulting in co-operation from brand management teams
- Involved in the implementation of systems formulated by the department
Creditors Clerk
Nestle, South Africa
02.2006 - 12.2009
- Processing of payments to creditors ensuring timeous payments
- Resolving client queries (outstanding invoices, incorrect purchase orders)
- Reconciliations (reconciled books to the value of +/- R 5 000 000.00)
- Cheque payments (responsible for once of payments)
- Handling of major accounts (Nampak, Mondi, Maersk, Msc)
Bookkeeper, Creditors, Debtors Clerk
NATS Investments
01.2002 - 11.2005
- Full function Bookkeeping to Trial Balance on Pastel
- Processing of cashbook
- Reconciliation of debtors/creditors
- Statutory returns, VAT, PAYE, UIF, SDL, workmen’s compensation and RSC levies
- Resolved client queries
- Prepare audit files
- Reconciliation of cashbook
- Processing of payroll on a monthly basis (Temps, Locums & permanent staff)
- Reconciled monthly statements
Accounting Clerk
Sagren Naidoo and Associates
10.2000 - 12.2001
- Managed the accounts of +/- 30 clients using MS excel, Ms Word, Pastel accounting & Pastel Payroll for Close corporations, sole proprietors, partnerships & labour brokers
- Capture sales, purchases, bank statements, handled monthly statutory returns for each client i.e
- VAT, PAYE, UIF, RSC Levies
- Dealt with SARS
- Structured salaries for clients, Tax directives, provisional taxes, personal taxes, tax clearances, prepared audit files etc
Education
IMM - Principles of marketing, micro-economics, business law, business communication, business management
IMM Graduate School
01.2009
Internal Auditing - Internal Auditing, Cost & management accounting, Financial Accounting, Business Law
ML Sultan Technikon
01.1998
Grade 12 - English, Afrikaans, Mathematics, Accounting, Biology, Geography
Apollo Secondary
01.1996
Skills
- MS Access
- SAP
- Pastel Accounting V52, 6, 7
- MS Word
- MS Excel
- Customer service
- Customer support
- Problem resolution
- Team collaboration
- Customer complaint resolution
- Product knowledge
- Complaint handling
Accomplishments
- Supervised team of 22 staff members acting as assistant team manager in the absence of my manager
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Afrikaans
Contactdetails
011 868 1383, 078 794 0346
Personal Information
- ID Number: 7809025133080
- Nationality: South African
- Driving License: Code 08
Certification
- LiveChat Expert LiveChat, Inc.
Timeline
Customer Service Associate
Amazon
08.2021 - 10.2024
Business Owner
SK Construction Repair and Maintenance
01.2019 - 03.2021
Assistant Bookkeeper
Talisman Hire
06.2016 - 11.2018
Accounting Officer/Asset controller
Standard Bank Insurance Services
07.2012 - 01.2016
Sales Representative
Nestle, South Africa
10.2010 - 11.2011
Marketing Procurement Administrator
Nestle, South Africa
12.2009 - 10.2011
Creditors Clerk
Nestle, South Africa
02.2006 - 12.2009
Bookkeeper, Creditors, Debtors Clerk
NATS Investments
01.2002 - 11.2005
Accounting Clerk
Sagren Naidoo and Associates
10.2000 - 12.2001
Internal Auditing - Internal Auditing, Cost & management accounting, Financial Accounting, Business Law
ML Sultan Technikon
Grade 12 - English, Afrikaans, Mathematics, Accounting, Biology, Geography
Apollo Secondary
IMM - Principles of marketing, micro-economics, business law, business communication, business management
IMM Graduate School
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