Nokuthula Kubheka
Daveyton
Summary
Warm and friendly individual with a passion for customer service and a commitment to delivering a positive guest experience. Experienced in working closely with team members to ensure customer satisfaction. Previous role as a Store Promoter in a retail setting has provided valuable insights into working with diverse individuals. Demonstrates strong analytical, communication, and teamwork skills, and excels at adapting to new environments. Eager to contribute to team success and further professional development. Brings a positive attitude, a commitment to continuous learning, and a drive for growth.
Overview
13
13
years of professional experience
Work History
Ticket Lifecycle Management
EOH
11.2022 - Current
- Monitor and prioritize incoming support tickets through the ticketing system.
- Ensure timely acknowledgment and follow-up on all customer inquiries.
- Collaborate with customers to understand technical issues and gather necessary information for troubleshooting.
- Utilize technical knowledge to classify and escalate complex issues to the appropriate technical teams.
- Oversee the progress of tickets from initiation to resolution, ensuring adherence to service level agreements (SLAs).
- Facilitate communication between customers and technical teams to provide updates and gather feedback.
- Maintain accurate records of ticket statuses, resolutions, and customer interactions.
- Create and update knowledge base articles to reflect common issues and resolutions.
- Review resolved tickets to ensure they meet quality standards and customer satisfaction.
- Gather customer feedback to identify areas for improvement in the support process.
Service Desk Agent
E.O.H\Sasol
01.2017 - 10.2022
- Unlocking user accounts and resetting passwords
- Maintaining answer rate as per customer contractual obligation
- Creating request and Incident on the Service Now ticket creating system
- Ensuring the SLA is achieved in all departments as per contract agreement
- Troubleshooting and proving resolution to hardware and software issues.
- Participate in training sessions and contribute to team knowledge sharing initiatives.
- Work closely with other support team members and departments to share knowledge and improve processes.
- Communicate effectively with customers to keep them informed about the status of their inquiries.
- Maintain accurate records of customer interactions and issue resolutions in the ticketing system.
Desktop Intern
University of UJ
01.2016 - 01.2017
- Setting up user profiles on the computer
- Installing the latest version of software on the user computers
- Re-joining user back to the domain
- Assisting user hardware and software issue
- Loading operating system and other software for new machine.
Brand Ambassador
Fair lane Agencies
01.2012 - 01.2016
- Promoting current product energetically
- Engaging with customers in a welcoming manner and always smiling
- Keeping records of the units sold in the store
- Working as a team during road shows
- Reaching daily sales targets
- Cooking so customers can taste the product being promoted.
Education
Technical Supports leaner ship Level 4 -
01.2017
End User Certificate - undefined
Pc Training and Business College
01.2010
Matric Certificate - undefined
HB Nyathi Secondary School
01.2001
Skills
- Willingness to Learn: Openness to continually update knowledge on new technologies and processes
- Detail-Oriented: Attention to detail in documenting issues and following procedures
- Active Listening: Ability to listen attentively to customer concerns and ask relevant questions to clarify issues
- Customer Service Orientation: Strong focus on providing a positive user experience and resolving issues efficiently
- Collaboration Skills: Experience working in a team-oriented environment, sharing knowledge, and assisting colleagues as needed
- Empathy and Patience: Understanding customer frustrations and handling situations with care and professionalism
- Remote Support Tools: Proficient in using remote desktop tools (eg, TeamViewer, AnyDesk) to assist users
Dependents
One child
Disabilities
No
Driverlicense
None
Maritalstatus
Single
Softskillscertificates
- ITIL 2011 Foundation
- A+
- N+ 2014
Alternatephone
072 117 5230
References
- Fair lane Agency, Belinda Channing, Manager, 011 841 4900, Belindac@fla.co.za
- University of Johannesburg, Martha Nnzhana, Desktop Technician/Mentor, 011 559 6389, 078 422 1638, Marthan@uj.ac.za
- EOH\Sasol, Eddie Hill, Team Leader, 011 607 8100, 083 226 1124, Eddie.Hill@eoh.com
Personal Information
- Notice Period: 2 weeks’ notice
- Date of Birth: 10/10/84
- Nationality: South African
Hobbies
Relaxing reading a book
Learning new things
Spending quality time with family
Timeline
Ticket Lifecycle Management
EOH
11.2022 - Current
Service Desk Agent
E.O.H\Sasol
01.2017 - 10.2022
Desktop Intern
University of UJ
01.2016 - 01.2017
Brand Ambassador
Fair lane Agencies
01.2012 - 01.2016
End User Certificate - undefined
Pc Training and Business College
Matric Certificate - undefined
HB Nyathi Secondary School
Technical Supports leaner ship Level 4 -
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