Mary Ramotse

• Cultivated a positive work environment that fostered collaboration among team members, leading to enhanced individual performance.
• Contributed to maintaining high customer retention rates through exceptional service delivery
• Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
• Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
• Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process
• Ensure calls logged daily are assigned within SLA to support teams
• Overseeing of Regional calls, ensuring they are attended to within SLA and if not to be escalated.
• Monitoring of daily calls and ensuring incidents are assigned to support teams to action.
• Monthly reporting for Management as and when required
• Overseeing of Service Desk resources onsite Managing escalations and issues and feedback to Management thereof Quality checks and ensuring quality is of Standard Bank standard
• Good customer feedback and communication always
• · Worked effectively in fast-paced environments.

• Managed client relationships through regular check-ins and updates on project progress.
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
• Escalating Incidents (, Medium and Low incidents) to the respective support areas until resolution.
• Dealing with users that are not satisfied with the resolution of the Incidents, Team Track requests and attempt to restore customer satisfaction.
• Responsible for monitoring and managing incident severity; ensuring incidents are escalated, logged, monitored and resolved in line with Service Level Agreements, and that policies and procedures are followed during the process
• To capture and validate the process to capture downtime for impact to Services
• Support to improved use of the bank's IT assets as well as end user productivity by ensuring fast turnaround of IT related problems and service requests
• Support typically takes the form of investigating and resolving problems and providing information about the systems
• Able to solve problems and queries and make suggestions, related to product or service delivery across multiple query/product types in conversational manner

· Following organizational standards and procedures, receive requests for assistance from users in a pleasant and professional manner.

· Following organizational standards and procedures, search documentation and previous requests for assistance on related topics to establish possible solutions to calls. Document any findings on the work info.

· Following organizational standards and procedures, respond to requests for assistance from users by providing information to enable users to solve their incidents.

· Adhering to escalation procedures, promptly allocate unresolved calls as appropriate.

· Maintain accurate log entries of requests with fault details, contact information, resolution, details, and follow-up information, and advises users of actions taken.

· Assist colleagues with incident resolution and knowledge sharing

· Build and maintain internal/external relationships with relevant stakeholders

· Log data and call request information in the KEDB

· Document problems, checks progress, and ensure all diagnostic information is provided for error resolution and incident analysis.

· Adhere to departmental standards and procedures

· The timely and effective electronic response to IT user queries and incidents through the receipt and logging of incidents reported by users and the co-ordination of rapid and appropriate responses, including: - channeling requests for help to appropriate functions for resolution, - monitoring progress, and - resolving incidents where possible to improve first call resolution

· Service restoration within Service Level Agreements timeframes

· Log of Customer Queries and responses

· High level customer experience

· Log and monitor user calls

· Use the KEDB available for incident resolution

· Keep users informed of progress (where needed)

· Update the logging system with required, appropriate information

· Update the KEDB when appropriate

· Adhere to organizational standards and procedures

· Adhere to Service Level Agreements

· Accurately assign incidents

· Resolve incidents on a first call resolution basis where possible

· Adhere to rostered schedules

· Handle 60 calls per day

· Average talk time

• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.

· First call resolution rate

· Percentage quality assurance (soft skills and data)

· Internal customer satisfaction survey