MICHAELA CLOETE
Cape Town,South Africa
Summary
Customer Service Professional with over 5 years of experience supporting clients across e-commerce, IT, and telecommunications sectors. Proven ability to manage high volumes of inquiries via phone, email, and live chat, achieving strong first-contact resolution and customer satisfaction. Experienced in troubleshooting technical and account issues, handling escalations, and building rapport with diverse customers. Recognized for clear communication, empathy, and a calm, solution-focused approach. Seeking to leverage skills to enhance customer experience and deliver dependable service.
Overview
9
9
years of professional experience
Work history
Technical Support
Herotel
Cape Town
2024.11 - 2026.06
- Diagnose and resolve hardware, software, and network issues via phone, email, and remote tools
- Respond to network incidents, troubleshoot Layer 1–2 issues, and restore service within SLA targets
- Use network monitoring tools like Preseem, Cortaza, ACS and Cpanel to analyze and diagnose complex connectivity and performance problems
- Monitor and troubleshoot LAN/WAN connectivity issues using tools like ping, traceroute
- Configure, install, and maintain network switches, routers, and firewalls following standardized configurations
- Monitor network performance, promptly identify issues, and escalate or resolve according to established procedures
- Troubleshooting and assisting with email delivery queries and email setups
- Assisting customers in navigating their hosting control panel
IT Helpdesk Agent
Pepkor IT
Cape Town, South Africa
2023.02 - 2024.07
- Provided remote technical support via email, phone, and live chat for end users
- Resolved 150+ technical issues per month while maintaining 95% SLA compliance
- Used OTRS and Jira to manage tickets, track incidents, and streamline support workflows
- Trained junior helpdesk agents on tools, processes, and best practices, contributing to a 15% improvement in team productivity
- Answer inbound calls, emails, and chats, providing first-line technical support to end users
- Troubleshoot basic hardware issues on desktops, laptops, printers, and peripheral devices remotely
- Communicate technical information clearly to non-technical users, maintaining professionalism and empathy
- Monitor ticket queues, follow up with users, and ensure timely resolution within agreed SLAs
Technical Customer Service Advisor
Amazon
Cape Town
2019.05 - 2022.10
- Resolved customer inquiries with 95% first-contact resolution, ensuring efficient and effective issue handling
- Upsold products aligned with customer needs, enhancing value while maintaining a customer-centric approach
- Maintained a 4.8/5 customer satisfaction rating by delivering clear communication, empathy, and professional support
- Respond to customer inquiries via phone, email, and chat, providing clear, accurate technical information
- Troubleshoot software, hardware, and connectivity issues using remote diagnostic tools and guided workflows
- Follow up with customers to confirm issue resolution and ensure high satisfaction with support provided
Senior Customer Service Associate
Wns
Cape Town, South Africa
2017.01 - 2018.10
- Mentored new hires through hands-on coaching and knowledge sharing, improving overall team performance by 15%
- Handled 100+ customer queries weekly across phone, email, and chat, ensuring timely and accurate issue resolution
- Identified upselling opportunities during customer interactions and increased revenue by 5% through targeted product recommendations
- Handle high-volume inbound calls, emails, and chats while maintaining service level agreements and quality standards
- Meet or exceed targets for CSAT, first contact resolution, handle time, and quality monitoring scores
Education
Certificate of Higher Education -
J.G. Meiring High School
Cape Town, WCSkills
- Gmail
- Troubleshooting
- Technical support experience
- Effective verbal articulation
- Pressure handling
- Efficient telephonic etiquette
Timeline
Technical Support
Herotel
2024.11 - 2026.06
IT Helpdesk Agent
Pepkor IT
2023.02 - 2024.07
Technical Customer Service Advisor
Amazon
2019.05 - 2022.10
Senior Customer Service Associate
Wns
2017.01 - 2018.10
Certificate of Higher Education -
J.G. Meiring High School