Bavuyise Dweba
Technical Customer Support
Cape Town
Summary
Skilled customer success associate with nearly 5 years of experience in technical support and customer relations management. Resolves problems quickly, delivering high levels of customer satisfaction and maximizing customer loyalty. Strong technical background as a fully trained software developer.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Technical Support Agent
Capita
Cape Town
05.2020 - 08.2022
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Fielded average of 20 inbound phone calls to deliver support and remotely resolve service issues.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Activated accounts for clients interested in new services.
Seasonal Online Assistant
Takealot.com
Cape Town
10.2019 - 03.2020
- Uploaded files for team use on Google Suite and SharePoint.
- Conferred with customers by telephone, chat or email to provide information.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Updated account information to maintain customer records.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
Customer Service Agent
3iSolutions
Cape Town
06.2017 - 07.2019
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Documented and detailed calls and complaints using call center's CRM database.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained and managed customer files and databases.
- Sought out extra training opportunities to enhance customer relationship management abilities.
Education
Bachelor of Commerce -
Regent Business School
Cape Town, South Africa 01.2023 - Current
Systems Development NQF5 - Software Engineering
WeThinkCode
Cape Town 09.2021 - 06.2023
Skills
Technical issues analysis
undefinedTimeline
Bachelor of Commerce -
Regent Business School
01.2023 - Current
Systems Development NQF5 - Software Engineering
WeThinkCode
09.2021 - 06.2023
Technical Support Agent
Capita
05.2020 - 08.2022
Seasonal Online Assistant
Takealot.com
10.2019 - 03.2020
Customer Service Agent
3iSolutions
06.2017 - 07.2019
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