Rudien Manuel

I am willing to learn and grow as
much as I possibly can, I am
energetic, I pay attention to detail
and have a huge passion for
technology, I am currently employed
at a freight and courier company, my
main tasks are, tracking and tracing
down parcel’s, supplying clients with
eta’s, I also assist with quotations
arranging of collections and deliveries
and making sure that cargo meets the
deadline/booking supplied by the
client, I do data capturing, and
solving client queries, I have also
assisted with planning and editing the
company website, I am also
managing the website data ,google
analytics, search console and ad
campaigns, I also manage the clock
in system and the clock in system
software. One of my daily tasks also
include IT support where I
assist computer users in the company
with the operation/repair of computer
systems and or other technological
equipment, or technical assistance by
installing, configuring, testing, and
upgrading computer software and
hardware, also one of my tasks
includes managing the Samsung Knox
program on the cell phones.

Lynx Freight & Courier Services
Customer Service Manager, IT support and Internal Sales
June 2019 – Present
Customer service Manager
• Led and mentored a team of customer service representatives,
fostering a positive and collaborative environment focused on
exceeding customer expectations within a courier service
setting.
• Developed and implemented customer service strategies,
procedures, and improved operational efficiency.
• Effectively managed and resolved escalated customer
complaints and complex issues, ensuring timely and
satisfactory resolutions while maintaining strong customer
relationships.
• Monitored and analyzed customer service interactions across
various channels (phone, email, chat) to ensure adherence to
quality standards and identify areas for process improvement.
• Utilized CRM systems and other technologies to track customer
interactions, generate performance reports, and identify trends
to inform strategic decision-making.
• Collaborated cross-functionally with operations, sales, and
other departments to ensure seamless service delivery and a
consistent customer experience.
• Conducted regular training and coaching sessions to enhance
team skills, product knowledge, and adherence to company
policies and procedures.
• Analyzed customer feedback and data to identify key areas
for improvement and implemented proactive measures to
enhance service quality and prevent future issues.
• Managed team schedules and resources effectively to ensure
optimal coverage and efficient handling of customer inquiries
and support needs.
• Contributed to building and maintaining strong, long-term
customer relationships through proactive communication and
a customer-centric approach.

Quotations
• Assisting with proposed pricing for the services.
Data capturer
• Enters data into computer files. Data is then reviewed for
accuracy and corrections are made. Ensuring that the tracking
and proof of deliveries can be retrieved on the online system.
IT support & technician
• Providing the organization with information technology support
to optimize operational efficiency. My duties include resolving
technical issues, maintaining hardware and software
installations, and improving IT systems. I also provide IT support
to customers.
• Assisting computer users at the organization with the
operation/repair of computer systems and other technological
equipment, providing technical assistance to clients by
installing, configuring, testing, and upgrading computer
software and hardware.
• Managing Samsung Knox (MDM)
Timekeeper & CCTV
• Managing ZK Teco clock-in system.
• Monitoring and Managing of the CCTV system
Website Management
• Managing the company website (WordPress website) and
website data
• google analytics,
• google ad campaign, and site acquisitions

SHAW ACADEMY / UPSKILLIST
2019 -PRESENT
• Web Development – Professional Diploma
• Digital Marketing & SEO – Professional Diploma
• Leadership & Management - Professional Diploma
• Coding & Technology - Professional Diploma
• Computer Science - Professional Diploma
COURSERA
May 2022 -PRESENT
• Google IT Support – Professional Certificate
 

Google
• Google Analytics Certificate
Microsoft Training
• Describe endpoint modernization, management concepts, and
deployment options in Microsoft 365 
• Describe collaboration solutions of Microsoft 365
• Describe productivity solutions of Microsoft 365 
• What is Microsoft 365? 
• Describe cloud service types 
• Describe the benefits of using cloud services 
• Describe cloud computing 
• Write your first C# code 
• Microsoft Azure Fundamentals: Describe cloud concepts 
UDEMY 2019 -PRESENT
• Python Programming – Certificate
• CompTIA A+ (220 -1001)– Certificate