Mpho Mulaudzi
Assistant Support Manager
Dobsonville,GP
Summary
Dynamic and motivated professional committed to continuous learning and improvement. Recognized for exceptional communication and interpersonal skills, consistently delivering excellent customer service while thriving in high-pressure environments. Aiming to leverage creativity and business acumen within a structured organization to contribute effectively to team goals and drive results. Passionate about utilizing a diverse skill set to foster growth and innovation in a challenging workplace.
Overview
3
3
Certifications
8
8
years of professional experience
Work History
Assistant support manager
Kerridge Commercial Systems trading as Klipboard
10.2023
- First line escalation point to handle customer inquiries and complaints, ensuring that issues are handled in a timely and efficient manner
- Ensuring that all T1 team members are performing their daily duties – taking calls and working on Cherwell tickets
- Ensuring that T1 has enough resources to handle daily objectives
- Ensuring that calls and tickets that T1 is escalating have sufficient information
- Working closely with T2 and other team leaders and managers ensuring that T1 is well informed regarding any information that they should be aware of.
- Monitor individual and team performance and providing weekly reporting on performance.
- Setting out goals for the team and ensuring goals are met
- Coaching and motivating team members
- Ensuring there is open communication between T1,T2 and management
- Training of new employees and ensuring new employees have all the resources they need
Jnr Support Analyst (VVOL)
Kerridge Commercial Systems trading as Klipboard
10.2022 - 10.2023
- First line technical support for Tire industry POS ERP support.
- Answering of direct calls from stores and assisting with system related enquires
- Managing for tickets that come through from customer service portal (Cherwell) and working on those tickets
- Vetting P1 and P2 calls to tier 2 team members
- Working on follow up calls with Tier 2 members, ensuring stores get feedback where required
- Maintain accurate and up-to-date records of all client requests, issues, and resolutions in the Cherwell system
- Correcting errors and technical issues on ERP systems that have been reported by customers
- Performs other duties as assigned by management
- Communicate rapidly and effectively with all parties involved in the support tickets
Data Consultant (Technical customer service agent)
Cubic Blue
01.2016 - 09.2022
- First line technical support for Telkom retail clients and store consultants.
- Assist clients with Telkom services relating to network Issues 3G/4G/5G on sim cards.
- New device setups cellphones, tablets and Laptops.
- Troubleshooting and giving recommendations/solutions for device issues Laptop software and hardware errors.
- Administration of repairs on devices.
- Application support for clients (Microsoft, Windows, IOS and android support).
- Setup and support of VOIP devices for business clients.
- Setup on Fibre and ADSL devices and support for those services.
- General customer service offering for Telkom clients.
- Sourcing Agent for Telkom Technical
Education
Matric -
Chris J Botha Secondary School
01-2009
National diploma - Information Technology
Vaal university of Technology
01-2016
Skills
Strong organizational skills
Customer-focused technical assistance
Continuous improvement
Team leadership
Teamwork and collaboration
Analytical problem-solving
Technical support proficiency
Effective problem resolution
User training
Fault finding
Interpersonal skills
Customer-focused service
Service desk
Communication
Database
Sql, MysqlNetwork administration
Microsoft office
Business Analysis
Leadership
Stakeholder management
IT technical services
ERP
System configuration
System Management
Team development
Support services
Work Planning and Prioritization
Customer service expertise
Quality assurance
Employee development
Communications support
Decisive Decision-making
Performance evaluations
Business process support
Technical support understanding
Problem resolution
MS office
Customer relationship management
Performance reviewing
Task delegation
Documentation and reporting
Certification
VUCA ESSENTIAL (Leadership development)
Timeline
Assistant support manager
Kerridge Commercial Systems trading as Klipboard
10.2023
Jnr Support Analyst (VVOL)
Kerridge Commercial Systems trading as Klipboard
10.2022 - 10.2023
Data Consultant (Technical customer service agent)
Cubic Blue
01.2016 - 09.2022
National diploma - Information Technology
Vaal university of Technology
Matric -
Chris J Botha Secondary School
Residential details
- Residential address: 9020 Mpetsu street
- Dobsonville Ext 3
- Soweto 1863
Personal details
- Surname: Mulaudzi
- Name: Mpho
- Gender: Male
- Nationality: South African
- Marital Status: Married
- Drivers Licence: Yes (C1)
- Criminal record: No
Personal Information
- Gender: Male
- Nationality: South African
- Driving License: Yes (C1)
- Marital Status: Married
- ID Type: RSA ID