Annah Magoro
Personal Assistant To The DDG
Polokwane
Summary
3+ years of experience providing customer support and sales assistance for Vodacom. Delivered successful quote and activation processes, managed customer escalations, met strategic targets and service level agreements, and negotiated deals. Achieved customer satisfaction within 4 weeks and improved customer loyalty by 15% in 6 months.
Overview
1
1
year of post-secondary education
Work History
Intern
Sales Support
Vodacom Admin
- Vodacom Business - Sales (Limpopo)
- Managing and controlling projects for corporate clients and compiling reports on daily basis
- Receiving and analysing requests, determining the most appropriate solution and implement accordingly
- Providing consultation to Corporate and Public Sector clients
- Proactively recommending VAS to customer's to generate income
- Providing support to Corporate and Public Sector clients in terms of problem issues
- Understanding and completing customized deal sheets for corporate clients
- Maintaining relationships by continuous follow up and ensuring that agreements are honoured
- Maintaining a balance between the customer's needs and the company's policy and procedures
- Processing upgrades and cancellation requests for corporate clients
- Unlocking new growth opportunities
- Work well independently as well as with a team
- Communicate clearly and concisely, both orally and in writing
- Establish and maintain effective working relationships with business partners, account managers, dealers, other employee's as well as customer's
- Work flexible hours, including weekends, evenings, and holidays as needed and special events
- Processing Orders, order entry, follow-up, escalations, and fulfilment
- Maintaining all strategic targets and meeting all service level agreement
- Possess excellent self-learning capabilities including the ability to work in fast paced environments while being able to learn new technologies, communication, and interpersonal skills
- Possess the ability to communicate with all levels of personnel and customer's
- Managing and controlling customer escalation request
- Processing bulk requests and applications within the allocated time frames
- Assisting the supervisor with queries and escalations within the business operation support
- Running reports on all the activities that happened, activations, upgrades and cancellations
- Maintaining the call center service levels
- Negotiating deals with corporate clients in accordance with policies and procedures within allocated time frames to Conform to ITIL Service Management Standards to Receive and analyse requests for support, determine the most appropriate solution and implement accordingly
- Vodacom Business - EBU (On boarding)
- Providing support, negotiate agreements, compile reports, maintain relationships, and manage accounts, meet strategic targets and problem resolution to function as a specialised one-stop shop philosophy to our customer's
- Handling repairs - Book device in, arrange collection, provide feedback, and arrange delivery back to site
- Process service requests logged
- Provide quotes for outright purchase for device, validate the customer base and correct errors
- Manage out of box failures
- Facilitating in house mobile support i.e
- New employee's introduction to customer's mobile device set-up
- Assist with a roll-out e.g., upgrades and migrations
- Providing management support - Quarterly management review meetings
- Receiving and analysing requests for support, determine the most appropriate solution and implement accordingly
- Providing standard reports (Tariff Optimisation, Upgrades, Churn, Problem solutions)
- Monitoring the performance of all relevant parties to ensure that agreements are honoured
- Managing all customer'specific bespoke SLA's and ensure adherence
- Performing end to end support for these accounts
- Log Service Requests for Account Managers and manage this process till completion
- Assist Sales Team with special mass campaigns, ordering of promotional items, Stock taking and dispatching at customer visits
- Providing pro-active customer courtesy calls to restore customer loyalty
- Perform desktop feasibilities checks for existing and new customer's
- Assist with the on boarding of customer's
- Assist with the transfer of accounts, follow ups of projects to close loops and cancellations
- Ability to use good oral, written, telephone communication skills and follow up on written and verbal instructions
- Managing key PSE database to ensure that only relevant and current database information is reflected
- Running reports on all the activities that happened, activations, upgrades, and cancellations
- Document all problems and resolutions identified into a knowledgebase for future use by all
- Vodacom customer care and support personnel - Maintain excellent relationships with all business partners
- Conducting site visits at role players according to pre-determined call cycles
- Introduce and Educate customer's about Converged Portal Self-service Portal
- Vodacom
Direct Sales Agent
Smollen
Polokwane
04.2023 - Current
- Displayed absolute discretion at handling confidential information.
- Maintained appropriate filing of personal and professional documentation.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
- Used discretion when handling confidential information.
- Maintained and organized all shared drives, documents and spreadsheets in Google Workspace.
- Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, ClickUp and Asana.
- Attended meetings, took notes and tracked action items.
- Documented and distributed meeting notes to identify, analyze, and improve workflows.
- Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments.
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Coordinated international and domestic travel logistics including flight itineraries, hotel reservations and car services.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Collaborated in cloud environments such as Trello and Google Workspace.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Served as point of contact between clients and managerial staff.
- Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks.
- Liaised with key accounts to deliver targeted administrative household support.
- Helped clients to maintain independence and quality of life.
- Provided emotional support and companionship to clients.
- Monitored and reported any changes in clients' physical and mental health.
- Participated in team meetings and staff training sessions.
- Developed and implemented individual care plans tailored to needs of each client.
- Identified needs and coordinated plans for travel and out-of-town functions.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Entrusted to handle confidential and sensitive situations in professional matter.
Education
Bachelor Of Information Studies - undefined
University Of Limpopo
Technology And Enterprise Management - Telecommunications
North West University Business School
Online Learning 03.2019 - 11.2019
Telecommunications Management For Non Technical - Telecommunications Management
North West University Business School
Onlin Learning 03.2020 - 11.2020
Skills
Courteous, Relationship Building, Work Independently, Communication, Interpersonal Skillsundefined
Accomplishments
- Technology and Enterprise Management
- North West University Business School
- 01/2019 - 12/2019
- Telecommunications Management for non-technical managers
- North West University Business School
- 12/2019 - 11/2020
Timeline
Direct Sales Agent
Smollen
04.2023 - Current
Telecommunications Management For Non Technical - Telecommunications Management
North West University Business School
03.2020 - 11.2020
Technology And Enterprise Management - Telecommunications
North West University Business School
03.2019 - 11.2019
Intern
Sales Support
Vodacom Admin
Bachelor Of Information Studies - undefined
University Of Limpopo
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