Razaana Groenewald

I have over 12 years of call center experience across telecommunications, utilities, e-commerce, finance, and healthcare. In telecommunications, I handled billing inquiries, and escalations, and trained new teams as an SME. Moving to utilities, I managed billing updates, meter corrections, and customer complaints, later specializing in energy solutions and assisting vulnerable customers with government subsidies. In e-commerce, I worked as a Customer Loyalty Advisor, handling payments, order tracking, returns, and courier coordination. I later advanced to the Back Office Track & Trace Team, managing escalations, logistics issues, and refunds. In the finance sector, I worked in telesales, offering loans and upselling insurance policies. At Amazon, I was a Technical Support Associate, troubleshooting device and app issues, managing digital content, handling concessions abuse investigations, and assisting with account security and order tracking. Returning to utilities, I worked as a Retention Agent, managing business energy accounts. In healthcare, I became a Scheduling Coordinator, booking specialist appointments, verifying insurance, and updating patient records, later transitioning to telehealth, where I scheduled patient visits and logged medical symptoms. My diverse industry experience has strengthened my ability to resolve complex issues, manage escalations, and provide excellent customer service across multiple sectors.