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
Desktop support
Ticket support system management
Technical documents comprehension
Customer service expert
Issue troubleshooting
Application support
CRM
Professional telephone demeanor
Account management
Timeline
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