Busisiwe Hlatshwayo

• Thabo Lyones, MTN, Business Process Optimisation Tester, Thabo.Lyones@mtn.com, 083 212 130
• Frank Phiri, MTN, High-value Prepaid Call Center Supervisor, Frank.phiri@mtn.com, 083 212 0850
• Meshack Mlambo, MTN, Channel Support Contact Supervisor, Meshack.mlambo@mtn.com, 083 215 531
• Hleketa Shiringani, MTN, Enterprise Client Service Supervisor, Qleketa.shiringani@mtn.com, 083 212 119
• Mpumi Haga, Supersonic, Supervisor, Mpumi.haga@supersonic.co.za, 083 209 1011

• Online channel Agent (activations), MTN, 04/01/19, 08/31/19, Assisting with Foschini, Rewardsco, Summer mobile, CCI, Ignition and mobile plus accounts., Receive e-mail queries from internal and external customers related to Batch queries., New activation - Number for life., Remove suspension., Sim swap., Line Deactivation., Identify query and resolve as required., Log necessary USD's and attach screen dumps., Forward request with reference number to relevant party to resolve query., Follow up on previous unresolved queries., Follow up on USD's logged., Liaise with other networks and service providers in order to resolve queries, issues., Verify information with client where required via e-mail., Ensure customer information complete and valid, liaising with relevant networks/service provider where required., Check and capture information on Eppix, updating client information, verify information on network., Give client feedback on query status, reference number and turnaround time, keeping client informed throughout until query is resolved., Manage all emails in a professional manner., Escalate queries or concerns that require management resolution., Maintain professional customer relationships both internal and external.
• Customer Experience Agent, Supersonic (Secondment), 01/01/19, 03/31/19, Making and receiving calls from Clients., Logging of calls on I-Top., Attend to queries and needs of customers., Signing up new customers., Top up for capped customers., Assisting with upgrades., Resolve accounts queries., Doing follow up with FNOs (Fiber Network Operators)., Scheduling of customers for installations., Training new call center agents.
• SME (Subject Matter Expert), Web Help, 08/01/19, 09/30/19, Training and assisting new MTN prepaid call center agents and supervisors., Educating agents and supervisors about the MTN products and services., Assist in System navigation., Assist with telephone etiquette.

Volunteering:

I volunteer at the Lighthouse International Church, where I help with the soup kitchen every Sunday. My responsibilities include preparing and serving meals to those in need, as well as distributing donated clothing to individuals and families in our community. This experience has provided me with a deep sense of fulfillment and has enhanced my teamwork and organizational skills, as I work alongside others who share a commitment to making a positive impact.

Reading:

I enjoy reading from time to time, particularly when I find a book that captures my interest. While I may not read consistently, I appreciate a variety of genres, especially those that explore personal development and human behavior. I find that reading enriches my perspective and provides valuable insights.

Listening to Music:

Gospel music holds a special place in my heart. I appreciate its uplifting messages and the sense of community it fosters. I often listen to gospel artists and attend live performances, which inspire me and provide a sense of connection to my faith and values.

Writing:

I have a passion for writing, particularly when it comes to expressing my thoughts and ideas. Whether through journaling or reflective writing, I find it to be a powerful way to explore my experiences and emotions. Writing allows me to clarify my thoughts and communicate effectively, and I enjoy using it as a tool for personal growth and self-expression.