Hezron Makwala

• Logging of incidents and problems
• Assigning tickets to the correct groups
• Confirmation and closure of resolves and problem tickets
• Dealing with queries from clients
• Manage the daily route of technician's
• Deal with escalations of calls
• Promoted to Call Centre Team Leader on the 15 November 2010
• Manage the call centre agents
• Manage the SLA of calls
• First line of escalation and deal with client issues
• Provide clients with products and service information
• Do reports for our entire client's
• Monitor day to day running of the service desk
• Manage Marvel
• Manage CA
• Report to management regarding the running of the call centre once a week
• Provided exceptional customer support by addressing inquiries and resolving issues, enhancing overall customer satisfaction.
• Collaborated with team members to streamline call handling processes, improving response times and service efficiency.
• Utilized CRM software to document interactions and track customer feedback, ensuring accurate record-keeping and follow-up.
• Assisted in training new hires on call center protocols and customer service techniques, fostering team development.

• Stock control, internal control, stock evaluation, auditing
• Developed and implemented efficient troubleshooting protocols, enhancing system reliability and reducing downtime for clients.
• Collaborated with cross-functional teams to refine project management processes, streamlining workflows and improving team productivity.
• Conducted data analysis using advanced software tools, resulting in actionable insights that supported strategic decision-making.
• Led training sessions for new employees, fostering a culture of continuous learning and improving overall team performance.Sand

- Managing the Regional Knowledge Team for delivery on WDS capabilities.

- Ensuring customer SLAs are met.

- Ensuring the quality of knowledge produced meets the standards set by capability team.

- Collaborating with global knowledge managers to facilitate cross-regional knowledge production.

- Identifying areas of development for the knowledge team and coordinating training accordingly.

- Provide monthly reporting on team performance to the business to indicate production levels and overall progression.

- Representing senior management and disseminate appropriate information to the Regional Knowledge Team and vice versa.

- Actively monitoring and analyzing Regional Knowledge Team productivity and take appropriate action to constantly improve productivity and quality.

- Working with Customer Operation Managers to understand customer requirements, both locally as well as their respective opcos.

- Assisting in the development of current and roadmap solutions.

- Developing, maintaining, and enhancing cross functional and cross regional relationships throughout the business to facilitate the effective achievement of role, team and business objectives.

- Resolving team, cross functional, and customer conflict as and when they occur.

- Managing the allocation of resources to ensure that SLA’s and deliverables are met, both locally and globally.

- Administering of performance reviews, identifying areas of improvement for individuals and the team as a whole.

- Facilitating team building activities.

• Based on the role of Knowledge Team Manager with 7 years of experience at WDS Global, here are 8 resume experience statements crafted using the CAR method, incorporating industry-specific terminology and aligned with the expectations for a strategic tier role.
• Led cross-functional initiatives to enhance knowledge sharing, resulting in improved team performance and collaboration.
• Developed and implemented training programs that increased staff proficiency and streamlined onboarding processes.
• Analyzed team metrics to identify knowledge gaps, driving targeted solutions that enhanced operational efficiency.

• Serve as the main point of contact for key clients, ensuring satisfaction and long-term retention.
• Build strong, trust-based relationships with clients by understanding their business goals, challenges, and technology needs.
• Conduct regular check-ins and performance reviews with clients to assess satisfaction and identify opportunities for improvement.
• Identify upselling or cross-selling opportunities for IT products, software solutions, or managed services.
• Collaborate with the sales and technical teams to prepare customized proposals and solutions.
• Monitor account health and proactively address risks to prevent churn.
• Ensure timely and effective resolution of technical issues by coordinating with support and development teams.
• Escalate complex or unresolved customer problems to the appropriate internal teams.
• Track customer support metrics (response time, resolution time, CSAT) and ensure SLA compliance.
• Work with project managers and developers to ensure projects meet customer expectations.
• Communicate project timelines, updates, and deliverables clearly to clients.
• Gather client feedback during and after implementation to improve future projects.
• Lead customer onboarding and training for software, systems, or IT platforms.
• Gather feedback and insights to improve the customer journey.
• Monitor customer usage data and recommend best practices or additional features to maximize ROI.
• Provide management with insights on customer needs, market trends, and product improvement suggestions.
• Prepare regular reports on client satisfaction, revenue growth, and account performance.
• Help shape company strategy for customer engagement, retention, and loyalty programs.
• Work closely with marketing to develop customer case studies, testimonials, and success stories.
• Partner with product teams to communicate client feedback and help shape roadmap priorities.
• Coordinate with finance for contract renewals, billing issues, and payment follow-ups.
• Developed and implemented customer feedback mechanisms, enhancing service quality and improving client satisfaction levels.
• Led cross-functional teams to address customer inquiries, resulting in increased resolution rates and streamlined processes.
• Analyzed customer data trends to identify service gaps, driving strategic initiatives that strengthened customer loyalty.
• Mentored junior staff in customer service best practices, fostering team collaboration and enhancing overall performance.
• Coordinated the deployment of new customer relationship management tools, improving efficiency in tracking customer interactions.
• Established training programs for staff on customer engagement strategies, leading to improved communication and service delivery.
• Collaborated with marketing teams to design promotional campaigns, effectively increasing customer outreach and engagement.
• Conducted regular assessments of customer service protocols, ensuring compliance with industry standards and enhancing operational efficiency.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Made customers aware of current and new programs and services.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Organized regular meetings with stakeholders across departments, ensuring alignment on goals related to improving the overall client experience journey.
• Assisted with conflict resolution during partnership negotiations and acquisitions.
• Optimized CRM software usage for better tracking of interactions between customers and company representatives.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Created customer support strategies to increase customer retention.