Khaliphile Sibanda

CX Technical Agent

Midrand

Summary

Experienced Technical Support Agent with nearly 7 years in customer service. Currently a CX chat agent at Vumatel, skilled in troubleshooting, customer interaction, and technical problem resolution. Proficient in key systems like Freshdesk, Qcontact, Agility, and Salesforce, with a strong understanding of networking, fiber optics, and ISP operations. Recognized for outstanding performance in CSAT, FCR, and Quality Assurance. Known for a proactive approach, adaptability, and strong teamwork in delivering high-quality service.

Overview

years of professional experience

years of post-secondary education

Work History

SADV CX Agent

SADV Vumatel

03.2023 - Current

My duties and responsibilities are to assist SADV reach customers by offering support via chat, emails, Facebook and tickets

Logging tickets to Vumatel, replacing orders, escalating via emails to various departments.

Technical Support Agent

Startek

01.2022 - 03.2023

Used 22 systems, setting up old and new routers, reset and reconfigure the router, log faults and assist with fault progress calls, probing and troubleshooting, Microsoft knowledge, email and connectivity password reset.

Education

Matric -

Eqinisweni Sec School

01.2009 - 05.2013

Contact Centre Support -

ADY Staffing PTY LTD

Johannesburg

Skills

Systems Proficiency: Skilled in using Freshdesk, Qcontact, Agility, Vumatel Admin Portal, AEX, CRM, Excel, and Salesforce

References

Thokozani, Team leader, 065 988 4211
Sameer Hardien, Team Leader, 0845435125

Timeline