Roxanne Dos Ramos
Pietermaritzburg, South Africa
Summary
Dedicated Client Services Associate with over 5 years of experience thriving in fast-paced environments, recognized for cultivating strong client relationships through empathetic, proactive support and effective communication. Expertise in resolving complex issues and streamlining processes consistently leads to exceeding satisfaction targets while driving organizational growth. Proven track record of delivering results independently and remotely, showcasing a commitment to excellence in client service. Passionate about leveraging skills to enhance client experiences and contribute to team success.
Overview
6
6
years of professional experience
Work History
Client Services Associate
Cadence
07.2023 - Current
- Managed and prioritized client requests, issues, and tickets; resolved complaints promptly and professionally.
- Consistently closed the highest ticket volume with the shortest average handle time on my product team; earned quarterly performance bonuses.
- Provided accurate estimates, quotes, and updates, ensuring clear, professional client communication throughout projects.
- Triaged emails and CRM information to streamline communication and improve project organization.
- Coordinated resources and cross-office teams to deliver high-quality, on-time client requests.
- Fully trained on a second product to support cross-product workloads and reduce team bottlenecks.
- Implemented workflow improvements that increased productivity and improved turnaround times.
- Built a project management tracking page to centralize tasks and simplify handovers.
- Identified workflow inefficiencies and introduced solutions that boosted client satisfaction and operational efficiency.
- Monitored costs, analyzed project performance, and created reports/dashboards to maximise profitability.
- Reviewed completed work against quality standards, collaborating with team members to address client feedback.
Client Content Specialist
Briefly News
10.2024 - 04.2025
- Lead a team of 29 writers to deliver high-quality, brand-aligned content that meets client objectives and deadlines.
- Developed, established and implemented content strategies informed by client goals, audience insights, and SEO requirements.
- Oversaw daily editorial production, proofreading and editing 40–50 articles daily to ensure accuracy, consistency, and reliability.
- Managed AI tools and workflows to streamline processes, detect risks, and optimize SEO performance.
- Ensured all deliverables exceed client expectations while adhering to industry standards and in-house guidelines.
QA
AlphaSights
03.2020 - 04.2025
- Ensured all client-facing content meets company quality standards and aligns with client expectations.
- Edited business transcripts and investor reports across sectors to deliver clear, accurate, and professional materials.
- Evaluated editor performance and provide constructive feedback to maintain consistent quality for clients.
- Conducted thorough fact-checking to verify accuracy of information, statistics, and sources, safeguarding client trust and reliability.
- Maintained a consistently high quality rating with an average score 99% accuracy over the last 12 months.
- Consistently achieving highest incentive bracket based on AlphaSights Bonus Structure.
Education
Master of Science - Geology
University of Stellenbosch
South Africa01.2017
Bachelor of Science - Hon Geology
University of Stellenbosch
South Africa01.2013
Bachelor of Science - Earth Sciences
University of Stellenbosch
South Africa01.2012
Skills
- Effective client communication
- Complaint handling & issue resolution
- Customer support and client relations
- CRM software usage (Salesforce, Gemini, etc)
- Data-driven performance analysis
- Teamwork and collaboration
- Multitasking and problem-solving
- Administrative support & order processing
References
To be provided on request
Timeline
Client Content Specialist
Briefly News
10.2024 - 04.2025
Client Services Associate
Cadence
07.2023 - Current
QA
AlphaSights
03.2020 - 04.2025
Master of Science - Geology
University of Stellenbosch
Bachelor of Science - Hon Geology
University of Stellenbosch
Bachelor of Science - Earth Sciences
University of Stellenbosch