Faith Ntshabela
Customer Service,Project Administration And General Administration
Johannesburg
Summary
Excellent at fostering client relationships and enhancing customer satisfaction, I excelled in roles at Interconnect Systems and the City of Johannesburg, where my problem-solving acumen and proficiency in Microsoft Office and Product Knowledge led to significant service desk efficiency improvements and streamlined document management processes, demonstrating adaptability and a commitment to excellence.
Overview
7
7
years of professional experience
Work History
Service Desk Administrator
Interconnect Systems
Cape Town, South Africa
10.2023 - 07.2024
- Maintained a high level of professionalism while interacting with customers, fostering positive relationships and trust in the IT department''s capabilities.
- Prioritized workload based on urgency levels when handling multiple tickets simultaneously, effectively balancing resources available for maximum results.
- Participated in on-call rotations for after-hours support, demonstrating a commitment to customer satisfaction even during non-business hours.
- Delivered training sessions to end-users on various software applications, increasing their proficiency levels and overall productivity.
- Improved service desk efficiency through the implementation of new processes and tools.
- Assisted with hardware and software installations, ensuring proper setup and configuration for optimal performance.
- Escalated complex or high-priority issues to appropriate team members or third-party vendors when necessary for swift resolution efforts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
Programme Administrator and Departmental Support
City of Johannesburg
Johannesburg, South Africa
06.2017 - 04.2022
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Maintained personnel records and updated internal databases to support document management.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Improved employee productivity with effective time management strategies for daily tasks.
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Coordinated company events and meetings to foster teamwork and boost employee morale.
- Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
- Implemented customer feedback system, leading to improved service delivery and customer satisfaction.
- Streamlined invoice processing, reducing average payment turnaround time.
- Managed scheduling for executive staff to ensure optimal time management and productivity.
Education
National Diploma - Town And Regional Planning
University of Johannesburg
Johannesburg 05.2001 -
National Senior Certificate - Matric
Fred Norman Secondary School
Johannesburg, South Africa 05.2001 -
Skills
Client Relationship Management
Knowledge management
Teamwork and Collaboration
Customer Service
Problem-Solving
Microsoft Windows and Office
Help Desk Support
Call Management
Adaptability and Flexibility
Effective Communication
Active Listening
Attention to Detail
Timeline
Service Desk Administrator
Interconnect Systems
10.2023 - 07.2024
Programme Administrator and Departmental Support
City of Johannesburg
06.2017 - 04.2022
National Diploma - Town And Regional Planning
University of Johannesburg
05.2001 -
National Senior Certificate - Matric
Fred Norman Secondary School
05.2001 -