SHANICE LUZHANE JOHNSON

[email protected] • +27 74 215 8215 • Centurion, Gauteng, South Africa

PROFESSIONAL SUMMARY

Detail-oriented and service-driven professional with over four years of experience in client support, operational coordination, and quality assurance within the education services sector. Proven ability to manage client relationships, resolve complex queries, analyse service performance, and support operational improvements. Known for strong communication skills, adaptability, and the ability to work effectively in fast-paced environments while maintaining high standards of service delivery.

WORK EXPERIENCE

Quality Assurance Consultant

03/2025 - Present

Optimi Schooling , Centurion / Pretoria

• Monitor and evaluate client interactions across multiple platforms to ensure service quality and compliance with company standards

• Identify potential service issues proactively and report risks that may affect operational performance

• Analyse outbound campaigns, onboarding processes, and customer engagement to improve service delivery

• Compile weekly and monthly reports on agent performance and engagement metrics

• Assist with the coordination and implementation of training initiatives for internal teams

• Contribute to the development and maintenance of onboarding manuals and internal documentation

• Collaborate with multiple departments to identify quality assurance needs and operational improvements

• Provide administrative and operational support where required to maintain workflow efficiency

Tutor Support Consultant

06/2023 - 02/2025

Optimi Schooling , Centurion / Pretoria

• Provided operational support to tutor centres by resolving queries through calls and email communication

• Documented and analysed feedback to support operational decision-making

• Managed complaint resolution processes while maintaining professional communication with stakeholders

• Assisted with the operational setup of new tutor centres and conducted onboarding and welcome training sessions

• Maintained and updated tutor management systems to track progress and operational performance

• Conducted onsite visits to tutor centres to ensure service quality and operational standards were maintained

• Identified and addressed potential operational issues proactively

• Supported colleagues and departments with additional administrative and operational tasks when required

Client Support Consultant

06/2021 - 06/2023

Optimi Schooling , Centurion / Pretoria

• Managed inbound and outbound client support queries across multiple communication channels

• Provided administrative and technical support to online learners using digital platforms

• Assisted clients with product enquiries and educational package sales

• Ensured first-contact resolution wherever possible while escalating complex matters appropriately

• Maintained high levels of customer satisfaction through professional communication and problem solving

• Managed escalated enquiries through the internal ticketing system

• Monitored and moderated client community interactions in accordance with company guidelines

• Maintained up-to-date knowledge of product updates and operational procedures

Brand Promoter

09/2019 - 08/2020

Fire Walk & Marketing , Centurion / Pretoria

• Represented FMCG brands during promotional events and public activations

• Engaged directly with customers to promote brand awareness and product understanding

• Conducted product demonstrations and communicated key product benefits to consumers

• Supported marketing campaigns through confident and professional brand representation

EDUCATION

Higher Certificate in Business Practice and Principles

01/2018

IIE Varsity College

National Senior Certificate

01/2017

Hoërskool Uitsig