Christopher Baloyi

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Monitored workflow to improve employee time management and increase productivity.
• Evaluated employee performance and coached and trained to improve weak areas.

• Resolve Escalation tickets from call centres and MTN shops.
• Handled and promptly resolved customer complaints to maintain professional relationships.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.

· Assisting customers with software and operating system updates (apple, android, windows devices)

· Configuration of devices (emails, internet settings and Multimedia messages)

• Escalation of coverage complaints and tracking responses.

Troubleshoot internet connection problems and resolve them within SLA time

· Configuration of internet modems and WIFI routers

· Assist clients with coverage maps and recommend a best contracts for them.

· Home uncapped router setup and support

· Updating home uncapped contract addresses.

· Continuously improve knowledge around new technology in cellular telecommunication

• Configuring ONT with data and voice-VLAN.
• Creating DDI, ring groups and extensions from PBX.
• Team up with core engineers on resolving major network problems.
• Changing SSID names and Wifi Passwords.
• Creating APN profile’s on FLTE routers.
• Changing addresses on FLTE routers.

• Initiate resolution of operational problems
• Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers
• Strive to make callers feel valued and important
• Courteously and timeously and inbound telephone calls from consumers requiring assistance with prepaid products and services
• Escalate queries to relevant department
• Loading and removing of services on behalf of customers
• Ensure accurate logging of calls
• Address technical related problems on a case-by-case basis, ensuring an optimal balance between the response to the situation and core purpose of the organization.
• Handle, resolve or escalate all inbound calls related accounts & MTN active such as queries related to upgrades Migrations, sim swaps, billing, loading and deactivating value-Added.