Mthokozisi Mazibuko

• Engaged in user support interactions via telephone, chat and email platforms.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Answered user product attribute and usage questions to promote satisfactory product ownership experience.
• Discussed customer concerns regarding product usage, billing or reports to promote improved user experience.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Diagnosed and resolved user system functionality issues to enable completion of desired operations.
• Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
• Collaborated with internal partners to effectively resolve user service requests or incident issues.
• Resolved common user concerns by utilizing preset issue resolution scripts.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Monitored system performance to identify potential issues.
• Installed and configured operating systems and applications.
• Generated reports to track performance and analyze trends.
• Tested new software and hardware prior to deployment.
• Developed and implemented preventive maintenance procedures.
• Diagnosed and troubleshot hardware, software and network issues.
• Offered assistance in implementing and developing training programs.
• Installed, configured and maintained computer systems and network connections.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Helped streamline repair processes and update procedures for support action consistency.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Researched and identified solutions to technical problems.
• Configured and tested new software and hardware.
• Assisted in development of system security protocols.
• Configured hardware, devices, and software to set up work stations for employees.
• Patched software and installed new versions to eliminate security problems and protect data.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Created user accounts and assigned permissions.

• Strengthened vendor relationships and enhanced revenue streams by applying business development opportunities.
• Negotiated complex vendor agreements and built relationships across multiple commodities.
• Assessed vendor services for compliance with company policies.
• Managed different vendor contracts and relationships through collaboration to maximize cost-effectiveness, optimize delivery schedules and maintain service standards.
• Major Incidents: Provide email/telephonic communications to Key Stakeholders (SDM) when there are critical failures.
• Conduct formal handover of the project items into business as usual including training material, project documentation, system documentation and process documents.

• Dealing directly with the vendors and SDMs
• Logging and keeping records of Technicians/employee queries
• Monitoring daily stats and update logs on calls
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Assign all calls to L2 Support agents accordingly and manage the progress to ensure SLA is met, assist the customer in terms of fault finding.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Managed high levels of call flow and responded to ATM,Branch and offside technical support needs.
• Sending of ATM software to technicians that are onsite to configure devices
• Sending prompt commands to enable network connectivity

Ensuring Priority 1 calls are urgently logged for Cash centre devices must fully operational

24/7

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Supervised 28agents in providing excellent customer service to callers requiring assistance for emergency calls and incident issues.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• To generate and analyze agents’ and incidents’ stats that lead to:

- Trend analysis

- Root cause analysis

- Efficient resource allocation and skills spreadsheet.

- Monitored the reduction of repeat calls.

- Analysis of the volume of calls especially answered as well as abandoned calls on daily basis to ensure defined SLAs are achieved.

- Reviewing of agents’ performance through KPI

· Quality assurance of post voice calls and monitoring of LIVE calls for immediate intervention.

• Responded to customer requests for products, services, and company information.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Assisted customers by answering questions and responding to inquiries.

• Identified, analyzed, and interpreted trends or patterns in complex data sets by finding correlations and visualizing with charts.
• Completed data cleaning and data validation of existing spreadsheets to promote robust data management platform, resulting in accurate data analysis and entry.
• Utilized various professional statistical techniques and maintained large databases to collect and analyze data from partners and customers.
• Monitored and controlled data upload, checking for successful data import and quality.

• Responded to customer requests for products, services, and company information.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Assisted customers by answering questions and responding to· Selling a range of products and services, to both new and existing clients.
• Working on high quality appointment setting campaigns.
• Conveying technical information to customers.
• Closing sales and making plans to gain repeat business.
• Attending tradeshows & industry events
• Booking appointments for sales representatives to visit potential customers.
• Demonstrate Knowledge of Product.
• Recording customer personal information on the database.
• Follow-up Calls to generate more sales for the company or to gather feedback from a customer in order to improve a service or product inquiries.

• Completed professional development in A+ certification