Keagan Moses
Support Engineer
Cape Town,Western Cape
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
Work History
Support Engineer
EOH Holdings Limited
Cape Town
09.2023 - 09.2024
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs for Telkom Bot assistant.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Tested Telkom WhatsApp user platform.
Service Consultant: Multimedia Channels
Telkom
Cape Town
12.2016 - 03.2023
- Provide customer support via various Multimedia channels
- Managed approximately 30 - 40 Twitter and Facebook posts per day from customers
- The multimedia channels included but is not limited to: Twitter, Face book, Telkom.co.za and Hello Peter
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Provided information about service procedures and expected timelines.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Discussed options with clients and determined appropriate plans.
- Consistently updated knowledge of industry trends and best practices, ensuring the delivery of cutting-edge solutions to clients at all times.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Delivered prompt service to prioritize customer needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
Ops Specialist: Multimedia Channels
Telkom
Cape Town
10.2016 - 11.2016
- Provide customer support via various Multimedia channels
Managed approximately 30 - 40 Twitter and Facebook posts per day from customers
The multimedia channels included but is not limited to: Twitter, Face book, Telkom.co.za and Hello Peter
Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
Provided information about service procedures and expected timelines.
Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
Discussed options with clients and determined appropriate plans.
Consistently updated knowledge of industry trends and best practices, ensuring the delivery of cutting-edge solutions to clients at all times.
Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
Delivered prompt service to prioritize customer needs.
Maintained high customer satisfaction standards to meet or exceed targets.
Ops Specialist: Multimedia Channels
Telkom
Cape Town
02.2014 - 09.2016
- Provide customer support via various Multimedia channels
- Managed approximately 30 - 40 Twitter and Facebook posts per day from customers
- Multimedia channels included but is not limited to: Twitter, Face book, Telkom.co.za and Hello Peter
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Provided information about service procedures and expected timelines.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Discussed options with clients and determined appropriate plans.
- Consistently updated knowledge of industry trends and best practices, ensuring the delivery of cutting-edge solutions to clients at all times.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Delivered prompt service to prioritize customer needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
Ops Specialist: ISP & BB Technical Supp
Telkom
Cape Town
04.2009 - 01.2014
- Followed all company policies and procedures to deliver quality work.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Ops Specialist: ITX First Line Support
Telkom
Cape Town
08.2008 - 03.2009
- Provided customer support in a call center environment.
- Managed approximately 30 - 40 incoming calls, per day from customers.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Collected, arranged, and input information into database system.
Education
High School Diploma -
Windsor High School
Cape Town 01.1996 - 12.2001
COURSES - Intro To Computers, MS Dos, End User Applications, A+, Network+, Inet
Computer Training Institute (CTI)
Cape Town 01.2003 - 12.2003
CERTIFICATION - Software Systems, Computer Repairs, Entrepreneurship, Cisco 1, Electronic Essentials, PC Technology
College Of Cape Town
Cape Town 01.2004 - 12.2004
CERTIFICATION - Cisco CCNA 2-4, Basic Fibre Optics, Network Assembly, Telecom Theory
College OF Cape Town
Cape Town 01.2005 - 12.2005
Skills
Oral Communication
Multicultural Understanding
Maximizing Productivity and Profits
Problem Solving
Quality and Productivity Improvement
Public Relations
Technical Support
Troubleshooting skills
Remote Support
User Support
Coredescription
Provide customer support via various Multimedia channels. The multimedia channel includes but is not limited to: Twitter, Facebook, my broadband, Telkom.co.za, in order to resolve any queries or services requests. Manage retention and sales via various channels.
Attitudesleadershipcompetencies
- Ethical
- Proactive
- Customer focus
- Ability to perform under pressure
- Approachable
- Motivated
- Responsible
- Teamwork
- Quality awareness
- Reliable
- Adaptability
Professionalreferences
Available upon request
Cellular
0699914369
Personal Information
- Place of Birth: Cape Town
- Date of Birth: 10/03/84
- Gender: Male
- Driving License: Code B
- Marital Status: Married
Work
0214142063
Residence
Cape Town, SA
Timeline
Support Engineer
EOH Holdings Limited
09.2023 - 09.2024
Service Consultant: Multimedia Channels
Telkom
12.2016 - 03.2023
Ops Specialist: Multimedia Channels
Telkom
10.2016 - 11.2016
Ops Specialist: Multimedia Channels
Telkom
02.2014 - 09.2016
Ops Specialist: ISP & BB Technical Supp
Telkom
04.2009 - 01.2014
Ops Specialist: ITX First Line Support
Telkom
08.2008 - 03.2009
CERTIFICATION - Cisco CCNA 2-4, Basic Fibre Optics, Network Assembly, Telecom Theory
College OF Cape Town
01.2005 - 12.2005
CERTIFICATION - Software Systems, Computer Repairs, Entrepreneurship, Cisco 1, Electronic Essentials, PC Technology
College Of Cape Town
01.2004 - 12.2004
COURSES - Intro To Computers, MS Dos, End User Applications, A+, Network+, Inet
Computer Training Institute (CTI)
01.2003 - 12.2003
High School Diploma -
Windsor High School
01.1996 - 12.2001