Asheeqah Kasu

Digital Channels Specialist at LULA
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Contact Information
us****@****om
(386) 825-5501
Location
City of Cape Town, Western Cape, South Africa, ZA

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Experience

  • LULA
    • Netherlands
    • Design Services
    • Digital Channels Specialist
      • Jun 2022 - Present

      Designed, developed, and managed conversation flows for eight chatbots, aligning with business needs and tone of voice guidelines.Analyzed customer interactions to identify opportunities for automation and process improvement.Led continuous improvement efforts for chatbot flows and automation, ensuring quality control and adherence to brand guidelines.Collaborated with engineering, IT, and customer-facing teams for integrated tooling and expanded automation.Managed the customer support team, provided training, and reported on team performance.Oversaw documentation process, including SOPs, instruction manuals, and standard response scripts.Achieved an 85% reduction in average resolution time and increased chat interactions from 95 to 120 per month. Show less

    • Operations Specialist
      • Dec 2021 - Jun 2022

  • Superbalist.com
    • Operations Specialist
      • Dec 2020 - Feb 2021

      Managed and coordinated on-system and off-system refunds, reducing errors and increasing efficiency. Led fraud and returns vetting, implementing rigorous protocols to minimize risk. Served as a key liaison between branches, warehouses, customer service, and finance, ensuring smooth operation and effective communication. Analyzed operational processes, identifying opportunities for improvements and implementing strategies to enhance efficiency. Supported decision-making processes by providing data-driven insights and recommendations to stakeholders. Played a crucial role in resolving operational issues swiftly, minimizing business disruptions. Monitored operational activities to ensure compliance with company standards and regulations. Actively contributed to team meetings and collaborative planning sessions. Assisted with the implementation and management of operational changes. Collaborated cross-functionally to ensure alignment of operational processes with company objectives. Show less

  • Mr D Food
    • South Africa
    • Internet Publishing
    • 200 - 300 Employee
    • Customer Service Representative
      • Jan 2020 - Feb 2021
  • takealot.com
    • South Africa
    • Retail
    • 700 & Above Employee
    • Online Shopping Assistant
      • Sep 2019 - Jan 2020
  • Cotton On Group
    • Australia
    • Retail
    • 700 & Above Employee
    • Sales Assistant
      • Nov 2016 - Jan 2017

Education

  • University of Cape Town
    Bachelor's degree, Psychology
    2016 - 2019
  • Interactive Advertising Bureau
    Diploma, Digital Marketing
    2020 - 2020
  • University of Cape Town
    Bachelor's degree, Ethnic, Cultural Minority, Gender, and Group Studies
    2016 - 2019

Community

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