Anele Mgwetyana
Johannesburg
Summary
Driven by a strong work ethic and adaptability, I aim to contribute my skills and enthusiasm to a dynamic team within the business industry. With a proven ability to thrive under pressure and collaborate effectively, I am committed to achieving shared objectives and meeting deadlines consistently. My goal is to further develop my expertise while actively seeking opportunities to broaden my experience and support organizational growth. Ultimately, I aspire to become an integral part of a company's success story by leveraging my dedication and skills to drive results.
Overview
8
8
years of professional experience
Work History
Customer Support • Team Leader
Celbux
11.2022 - Current
- Trained and developed customer care advisors to upskill teams and grow performance and productivity
- Remained actively involved in day-to-day team activity, leading by example to achieve KPIs
- Resolved escalations from customer care members quickly and appropriately to maintain team satisfaction and focus
- Provide guidance, support, and regular feedback to team members to enhance their skills and productivity.
Technical and Provisioning Support • Team Leader
Webafrica
05.2022 - 09.2022
- Lead, coach, and mentor a team of Fiber Support Chat Agents to achieve individual and team performance goals
- Provide guidance, support, and regular feedback to team members to enhance their skills and productivity
- Schedule and organize work shifts, ensuring adequate coverage to meet customer demands
- Monitor team performance metrics, such as response times, resolution rates, and customer satisfaction scores
- Generate reports on team performance, customer inquiries, and issue trends
- Maintain accurate records of customer interactions, resolutions, and feedback for future reference.
Technical and Provisioning Support • Chats Agent
WebAfrica
05.2021 - 04.2022
- Proven experience in customer provisioning, customer service, or a related field
- Strong communication skills, both written and verbal, with a customer-centric approach
- Attention to detail and the ability to ensure accuracy in billing and provisioning processes
- Proficiency in using relevant software and systems for ticket management and billing
- Excellent problem-solving skills and the ability to handle customer issues effectively
- Strong organizational skills and the ability to work in a fast-paced environment.
Customer Care • Agent
Famousbrands
07.2021 - 02.2022
- My tenure as a Customer Care Agent allowed me to develop strong interpersonal and problem-solving skills, as well as the ability to adapt to various customer needs and deliver high-quality service consistently.
Internship • IT support
Maharishi Invincibility Institute
01.2017 - 01.2020
- Registered information on the database to preserve accurate details
- Shadowed daily activities of office staff to gain an understanding of scope of work
- Filed physical and digital copies of important documents to maintain accurate and consistent records
- Conducted tests and identified errors in the programs
- Performed maintenance, troubleshooting, and debugging
- Helped with the software implementations, for example by providing training and support for the staff who will operate the software.
Education
Bachelor's Degree of Business Arts -
Maharishi International University
Johannesburg, GP01.2021
Generic Management NQF 5 - Business Management
Maharishi Invincibility Institute
Johannesburg, GP01.2020
National Senior Certificate -
Ennerdale Secondary School
Johannesburg, GP01.2008
Skills
- Microsoft Office expertise
- Scheduling
- Database administration
- Office management software
- Business administration
- Leadership
- Organizational skills
- Excellent communication skills
- Problem-solving skills
- Time management skills
- Team player
- Attention to detail
- Telephonic communication skills
- Data management
- Complaint resolution
- Motivational leadership style
- Staff management
- Good people skills
- Prioritization skills
- Effective time management / self-management
Communication Skills
I diligently managed customer accounts, ensuring that all account information was accurately recorded and up to date. This involved maintaining a comprehensive database of customer details and interactions., I played a pivotal role in addressing and resolving customer complaints promptly and effectively. This included listening attentively to customer concerns, identifying root causes, and implementing solutions to ensure customer satisfaction., I leveraged my product knowledge and understanding of customer preferences to provide tailored product or service recommendations. By assessing customer needs, I offered valuable suggestions that enhanced their overall experience and met their specific requirements.
References
- Odirile Malwale, Team Leader, 0815971702
- Benson Mashaba, Contact Centre Manager, 0746233866
- Zamkelwe Busakwe, Quality Assurance
Timeline
Customer Support • Team Leader
Celbux
11.2022 - Current
Technical and Provisioning Support • Team Leader
Webafrica
05.2022 - 09.2022
Customer Care • Agent
Famousbrands
07.2021 - 02.2022
Technical and Provisioning Support • Chats Agent
WebAfrica
05.2021 - 04.2022
Internship • IT support
Maharishi Invincibility Institute
01.2017 - 01.2020
Bachelor's Degree of Business Arts -
Maharishi International University
Generic Management NQF 5 - Business Management
Maharishi Invincibility Institute
National Senior Certificate -
Ennerdale Secondary School
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