MAMAKGOTLA FORTUNATE RAMABOEA
Johannesburg
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer experience industry. I'm a solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. I specialize in quality, speed and process optimization. My ability to learn quickly helps me to be enthusiastic and have positive approach towards my tasks and makes me an extremely reliable person. Should I be granted this position, I will apply myself with commitment and drive.
Overview
12
12
years of professional experience
Work History
NIGHTSHIFT CUSTOMER CONSULTANT
PLP GROUP
02.2024 - Current
- Respond promptly to customer inquiries, providing accurate and relevant information.
- Engage with customers through the Zendesk and Gorgias Chat/Tickets platform in a professional and courteous manner.
- Troubleshoot issues, and offer appropriate solutions via chat interactions.
- Utilize pre-established scripts and guidelines to handle common inquiries and scenarios.
- Meet performance metrics, including response time, issue resolution, and customer satisfaction.
CUSTOMER SERVICE TEAM LEADER
SAGE PASTEL ACCOUNTING
04.2022 - 07.2023
- Planning, organizing, and coordinating the daily team operations
- Handle phone calls, emails, and support complains for the team
- Analyze the team metrics
- Ensure regular, comprehensive and appropriate management reports are generated for submission to line manager and the broader business
- Ensuring the team meet goals
- Do coaching sessions for employee development through monthly one on ones
- Assessed employee performance on weekly basis and implemented corrective actions
- Ensure productivity levels are optimised
- Prepare reports statistics and performance levels
- Forecast and analyze data on a weekly and/or monthly basis.
SENIOR TECHNICAL SUPPORT ANALYST
SAGE PASTEL ACCOUNTING
08.2015 - 03.2022
- Provide technical software support telephonically, Onsite, via email, Team Viewer, LogMeIn, Web Chats and Zendesk
- Perform troubleshooting functions and deliver accurate Information to end users
- Provide accounting and Windows OS support
- Accurately log events of each customer query on internal CRM
- Deliver excellent customer service
- Data testing and provide accurate feedback to clients
- Assist with installation and registration of new software packages.
DESKTOP SUPPORT CONSULTANT
KAMOSO WEB GROUP
01.2013 - 12.2013
- Install, repair, and conduct preventive maintenance
- Providing technical support to personal computers
- Troubleshoot software and hardware failure
- Customize and adapt current programs to satisfy user's needs
- Identify and solve various IT related queries
- Configure client's equipment such as computer and printer
- Installing operating system for new users.
Education
Business and management development -
Gordon Institute of Business Science
01.2022
Pastel Certified Installer (PCI) Sage Pastel Accounting -
Sage Pastel Accounting
01.2019
Diploma: Information Technology -
Damelin College
01.2013
Senior Certificate (Grade 12) -
Mokomene High School
01.2008
Skills
- Leadership
- Zendesk and Gorgias
- Customer service/Experience
- Exceptional interpersonal communication
- Exceptional telephone/chat/email etiquette
- Google workspace
- Office Suite
References
Available upon request.
Timeline
NIGHTSHIFT CUSTOMER CONSULTANT
PLP GROUP
02.2024 - Current
CUSTOMER SERVICE TEAM LEADER
SAGE PASTEL ACCOUNTING
04.2022 - 07.2023
SENIOR TECHNICAL SUPPORT ANALYST
SAGE PASTEL ACCOUNTING
08.2015 - 03.2022
DESKTOP SUPPORT CONSULTANT
KAMOSO WEB GROUP
01.2013 - 12.2013
Business and management development -
Gordon Institute of Business Science
Pastel Certified Installer (PCI) Sage Pastel Accounting -
Sage Pastel Accounting
Diploma: Information Technology -
Damelin College
Senior Certificate (Grade 12) -
Mokomene High School
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