Jira Service Management
Collen Motlhabi
Customer Tech Services
Johannesburg
Work Preference
Summary
Customer Support Specialist skilled in problem-solving and technical troubleshooting. Enhanced customer relationships through empathy and attention to detail while analyzing feedback and developing effective training materials. Partnered with cross-functional teams to elevate service quality, deliver high-quality support across various channels, and maintain positive customer relationships.
Overview
35
35
years of professional experience
Work History
Customer Support Specialist
EFT Corporation
01.2021 - 05.2026
- Managed customer inquiries across multiple platforms, ensuring efficient and correct information dissemination.
- Partnered with cross-functional teams to elevate product knowledge and service quality.
- Acted as the primary escalation point for all product–related queries from internal teams and customers
- Analyzed customer feedback to identify trends, leading to actionable improvements in service processes.
- Liaised with banks, PSPs, and third-party vendors to investigate and resolve payment-related incidents.
- Supported QA and regression testing to validate system changes Before production release
- Supervised day-to-day customer support, resolving transaction and usability issues efficiently.
- Liaised with banks,
Testing Technician
Mastercard
03.2018 - 12.2020
- Executed thorough testing procedures to guarantee software quality and functionality.
- Partnered with cross-functional teams to diagnose and resolve technical issues efficiently.
- Engineered and deployed automated test scripts to elevate efficiency and precision.
- Evaluated test results, documenting findings and proposing enhancements for future iterations.
- Enhanced product quality through comprehensive testing and analysis of diverse components.
- Facilitated identification of root causes of product failures, resulting in enhanced solutions and improved product reliability.
- Enabled cross-functional communication among departments to ensure seamless collaboration during product development and testing stages.
- Facilitated continuous improvement initiatives through regular monitoring and reporting of key performance indicators during testing processes.
- Ensured compliance with industry standards through rigorous attention to detail during all testing phases.
- Delivered technical support to production team, resolving issues swiftly and reducing downtime.
Customer Support Consultant
Oltio
12.2007 - 02.2018
- Delivered exceptional customer support through phone, email, and chat channels to resolve inquiries efficiently.
- Developed training materials and conducted workshops for new hires to enhance service delivery standards.
- Evaluated customer feedback to uncover trends and suggest enhancements in product offerings and services.
- Partnered with cross-functional teams to enhance processes, achieving faster response times and elevated customer satisfaction.
Callcentre Team Leader
Merchants/Dimension Data
04.2004 - 11.2007
- Managed daily operations of call center to ensure compliance with service standards and KPIs.
- Guided and coached team members, promoting skill development and boosting performance.
- Executed process enhancements that elevated operational efficiency and customer satisfaction ratings.
- Analyzed call metrics and delivered actionable feedback to enhance team productivity.
Department Supervisor
Woolworths Card Division
04.1991 - 12.2003
- Led team of supervisors to enhance operational efficiency and service delivery.
- Implemented training programs to improve staff performance and customer satisfaction.
- Oversaw inventory management processes, ensuring optimal stock levels and minimizing waste.
- Developed scheduling strategies that improved workforce productivity while adhering to budget constraints.
Education
Matric Certificate - Comercial
Mbulawa High School
Mpumalanga 04.2001 -
Skills
CRM management
Customer service excellence
SLA compliance
Customer response
Issue tracking
Technical troubleshooting
Problem-solving
Attention to detail
Adaptability and flexibility
Active listening
Verbal communication
Teamwork and collaboration
Empathy and patience
Customer empathy
Social media support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Zoho
Languages
English
Upper intermediate (B2)
Afrikaans
Intermediate (B1)
Setswana
Advanced (C1)
Zulu
Upper intermediate (B2)
Interests
Partkating in Social Sporting Running, Swim and Cycling
Timeline
Customer Support Specialist
EFT Corporation
01.2021 - 05.2026
Testing Technician
Mastercard
03.2018 - 12.2020
Customer Support Consultant
Oltio
12.2007 - 02.2018
Callcentre Team Leader
Merchants/Dimension Data
04.2004 - 11.2007
Matric Certificate - Comercial
Mbulawa High School
04.2001 -
Department Supervisor
Woolworths Card Division
04.1991 - 12.2003