Courney Jean Gibson
Service Desk Analyst
Cape Town
Summary
I am a organized and dependable candidate successful at managing multiple priorities with a positive attitude. I have a willingness to take on added responsibilities to meet team goals am also detail-oriented team player with strong organizational skills with the ability to handle multiple projects simultaneously with accuracy.
I seek to maintain full-time position that offers professional challenges utilizing interpersonal skills along with time management and problem-solving skills.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Service Desk Analyst
NSC Global
Cape Town
2019.07 - Current
- Communicate with both internal and external customers to a consistently high standard.
- To progress, chase and escalate incidents in line with their Service Level Agreement.
- To log service requests and enquiries for customers and resolve or assign to appropriate business units.
- To Co-ordinate the Incident repairs with internal departments, third parties resources and vendors to ensure incidents are resolved within SLA.
- To ensure incidents are closed and confirmation of satisfaction, is gained from the customer.
- To ensure that regulations are adhered to at all times.
- Where necessary, suggest improvements to systems and process.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Consistently met or exceeded key performance indicators related to service quality and response times.
Customer Technical Support
IINet
Cape Town
2018.07 - 2019.07
- Responded to customer technical support inquiries and complaints via phone and email, addressing needs in real-time and proactively anticipating future product concerns.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Provided daily technical support to both internal and external customers, answering routine questions and escalating complex issues to specialists for further troubleshooting.
Customer Service Billing Support
IINet
Cape Town
2018.04 - 2018.06
- Processing customer payment.
- Payment queries.
- Complaints.
- General account and invoice queries.
- Phone and email support.
- Mentored newly-hired staff members on best practices in customer service and efficient management of billing inquiries.
- Identified opportunities for cost reduction through process improvements, ultimately benefiting both company's bottom line and customers wallets.
Relocation Sales
IINet
Cape Town
2017.04 - 2018.03
- Prompt and correct answering of all incoming calls
- To inform customers in a diplomatic, empathetic and professional
manner as to the outcome of their enquiry. - Ensure all data is captured accurately.
- Ensure that all benchmarks are attained.
- Retention of existing Clients.
- Upselling.
- Follow up on leads.
- Follow-up on leads as well as using different Closing Techniques to
close deals. - General Queries.
- Surpassed monthly sales goals through innovative sales techniques.
- Developed sales strategies to increase sales of internet relocation.
Education
Some College (No Degree) - Early Childhood Development
College of Cape Town
Cape Town 2014.01 - 2016.06
High School Diploma -
Jan Van Riebeek High School
Cape Town 2009.07 - Dec 2012
Skills
Client Relations
undefinedCertification
N4,N5,N6 Certifcates in Early Childhood Development.
Timeline
Service Desk Analyst
NSC Global
2019.07 - Current
Customer Technical Support
IINet
2018.07 - 2019.07
Customer Service Billing Support
IINet
2018.04 - 2018.06
Relocation Sales
IINet
2017.04 - 2018.03
Some College (No Degree) - Early Childhood Development
College of Cape Town
2014.01 - 2016.06
High School Diploma -
Jan Van Riebeek High School
2009.07 - Dec 2012
N4,N5,N6 Certifcates in Early Childhood Development.
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