GREGORY KARAKEZI
Customer Support Specialist
Summary
Experienced IT Support Assistant with a strong background in customer support and performance management. Proficient in troubleshooting technical issues, optimizing system performance, and generating detailed reports to enhance efficiency. Committed to delivering exceptional service and resolving IT-related challenges to improve user experience. Thrives in high-pressure environments, demonstrating adaptability and resilience. Eager to leverage these skills to support IT infrastructure and drive organizational success. Possesses a solid foundation in IT principles and a keen interest in learning and developing in a tech-driven environment. Able to quickly grasp new technologies and effectively troubleshoot issues. Ready to utilize and expand skills in maintaining computer systems and addressing technical challenges in the desired position role.
Overview
6
6
years of professional experience
2023
2023
years of post-secondary education
Work History
Customer Success Executive
Dealerfocus
Johannesburg
02.2022 - Current
- Monitoring driver's performance: Continuously monitor and analyze key performance indicators for the drivers, which include supply hours, trips completed, and remittance, to assess the performance
- Performance Reporting: Generate reports on KPIs to update stakeholders on the status of operations performance
- Performance Improvement Initiatives: Lead and support initiatives aimed at improving supply hour utilization, trip optimization, and remittance collection
- Monitor the impact of these initiatives and adjust strategies as needed
- Supporting drivers: Adequately while in transit
- Ensure that drivers are aware of policies set by dealerships
- Ensure that driver knows of any Recalls or Service Campaigns that needs serviced on the car
IT Support Assistant
IContact BPO
Johannesburg
07.2023 - 07.2024
- Provided technical support and assistance to users, achieving a user satisfaction
- Demonstrated effective communication skills by maintaining an average response time to support requests
- Assisted in knowledge sharing within the team, offering insights and solutions that improved overall support efficiency
- Assisted with daily IT support operations, resolving technical issues efficiently and maintaining average ticket resolution
- Documented technical procedures and solutions, enhancing team knowledge and support efficiency
- Contributed to system maintenance efforts, ensuring system uptime and addressing any performance-related issues
Customer Success Executive
Zwelling
Johannesburg
01.2021 - 01.2022
- Resolving telephonic queries, chat queries, and email queries
- Providing solutions to the customer's needs
- Feedback to the client based on query resolution
- Handled customer complaints positively, and effectively, and escalated issues when necessary to ensure swift resolution
- Demonstrated flexibility by working varied shifts, including weekends, to meet customer service demands
- Thrived in high-pressure situations with a resilient and calm demeanour, contributing to a supportive team environment
- Contributed to team success by going the extra mile, assisting colleagues, and embodying a challenger spirit within the organization
- I also conducted training for new employees
Customer Success Executive
Freshly
08.2020 - 01.2021
- Resolving telephonic queries and providing solutions to the customer needs
- Proactively developing customer relationships by making efforts to listen and understand the customer
- First-time resolution [telephonically, web chats, via email/letter or face-to-face basis] of escalated complaints from senior management
- Identifying and proposing solutions to process and service-related failures
- Build and establish relationships at all levels with external partners and internal departments to ensure that timely resolutions are found to any problems that may arise
Debt Solutions Agent
Shapiro Shaik Defries and Associates
02.2019 - 03.2020
- Monitored accounts for compliance with established payment plans and flagged those in violation
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Strengthening client relationships
- Professional Customer engagement
- Provide accurate information to the customers
- Treat customers fairly
- Manage own development to increase own competencies
Education
Certificate in PC Support A+ -
Damelin College
Johannesburg, GPSkills
Hardware and Software Support
IT Fundamentals
Proficient in Microsoft Office suite
Understanding of computer networks
Strong written and verbal Communication skills
Detail-oriented
Problem-solving
Self-motivation
Remote support
Software installation
Hardware maintenance
Helpdesk support
Application support
Telecommunications
Data management
Personalcorecomputerskills
- Strong written and verbal Communication skills
- Excellent time management and Good interpersonal skills
- Detail-oriented and organizational skills
- Work well under pressure and meet deadlines
- Self-motivation, drive, and energy
Timeline
IT Support Assistant
IContact BPO
07.2023 - 07.2024
Customer Success Executive
Dealerfocus
02.2022 - Current
Customer Success Executive
Zwelling
01.2021 - 01.2022
Customer Success Executive
Freshly
08.2020 - 01.2021
Debt Solutions Agent
Shapiro Shaik Defries and Associates
02.2019 - 03.2020
Certificate in PC Support A+ -
Damelin College