Zendesk
Dipuo Mosia
Operations Supervisor
Johannesburg
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Senior Technical Associate
Quantanite sa
Johannesburg
04.2023 - 06.2024
- Answer incoming calls and respond to customers queries and emails
- Manage and resolve customer complaints
- Document all call information according to standard operating procedures
- Route calls to appropriate resources or departments
- Provide product and service information to customers
- Research, identify, and resolve customers complaints using applicable software such as Service cloud.
- Supported end-users with technical issues by providing prompt customer service, problem-solving skills, and comprehensive documentation on resolutions.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Usage of Zendesk system/CRM systems
- Managed high levels of call flow and responded to technical support needs.
- Researched and identified solutions to technical problems.
Customer Care Representative
Agies-Telkom
Johannesburg, South Africa
06.2021 - 03.2023
- Documenting all call information according to standard operating systems such as CRM and Transunion.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Managed high call volume with exceptional professionalism and efficiency.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Monitored social media platforms for any customer complaints or inquiries, addressing them promptly through appropriate channels.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Operations Supervisor
Advanced Call Center Technologies LLC
Johannesburg , Gauteng
08.2024 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Education
Grade 12 -
Diversity High School
Skills
Empathy
Fast Typing Skills
Resourceful
Bilingual
Microsoft Word and Excel
Stock replenishment
Adaptable and Flexible
Incident Management
System Administration
Information Protection
Software diagnosis
Service support
Product Troubleshooting
Account updating
Application installations
LAN/WAN
Microsoft Outlook
Call Center Operations
Accomplishments
- Training of new store assistance
- Awarded 4 months contract to head a department in 2018
- Awarded 4 months contract to head a department in 2019
- Best Employee in CSAT KPI award.
Software
CRM Software
Teamviewer
Calabrio
Timeline
Operations Supervisor
Advanced Call Center Technologies LLC
08.2024 - Current
Senior Technical Associate
Quantanite sa
04.2023 - 06.2024
Customer Care Representative
Agies-Telkom
06.2021 - 03.2023
Grade 12 -
Diversity High School
References
- Shaquille Classen, Quantanite, Team Leader, 0615186347
- Sedzani Mbedzi, Agies, Team Leader, 0836320168
- Lindi Phahane, Pep Stores, Stock controller, 0832209139
References
- Shaquille Classen, Quantanite, Team Leader, 0615186347
- Sedzani Mbedzi, Agies, Team Leader, 0836320168
- Lindi Phahane, Pep Stores, Stock controller, 0832209139