NOMA-AFRIKA NONZALA
Technical Administrator
Midrand,Gauteng
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Technical Administrator
Digital Generation
Midrand
01.2022 - Current
- Supporting both internal and external customers ensuring all administration duties relating to Technical Projects are delivered in accurate and timely manner
- Oversee both hard and soft document control
- Processing of Warranty Claims
- Provide administrate support to Technical Team,
- Manage and develop documentation and process requirements
- Ordering parts on portal
- Logging calls with Dell, HP, Lenovo, and Acer
- Booking calls for onsite technicians
- Assessing offsite units and engaging with users
- Updating CRM and closing resolved cases
- Managed over 50 customer call per day
Contact Center Supervisor
Digital Generation
Midrand
02.2021 - 02.2022
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Maintained call center equipment in good working order to maximize productivity.
- Preparing weekly and monthly reports
- Hire Onboard new employee
- Anticipate escalation and take over call when needed
- Answer question from staff and provide guidance and feedback
- Devise ways to optimize procedures and keep staff motivated
- Measure team performance with key metrics such as call waiting,
- Ensure adherence to policies and established procedures
- Keep management well-informed about issues and problems.
- Managed over 30 calls per day
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times
Contact Center Team Leader
Digital Generation
Midrand
07.2020 - 02.2021
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Approved and terminated customer contracts upon request.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Attended telephone skills and program information training sessions to boost aptitude.
- Resolved over 100 customer queries
Information Technology Intern
Digital Generation
Midrand
07.2019 - 07.2020
- Reviewed system and network performance to make proactive adjustments based on established IT policies.
- Gathered and translated project requirements and collaboratively worked to define scope and milestones.
- Collaborated with other interns on projects to meet program requirements and demonstrate skills development.
- Followed work orders precisely to identify equipment needed, materials required and sequences to correctly completing assignments.
- Creating quotations and sending to clients
- , Following up with service providers to ensure issues have been resolved
- Closing off tickets
- Assisted more than 5 customers face to face per day
Contact Center Intern
Brima Logistics
Midrand
03.2018 - 06.2019
- Carried out day-to-day duties accurately and efficiently.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used Microsoft Word and other software tools to create documents and other communications.
- Handling customer queries telephonically, via email and face to face
- Data capturing
- Ensuring deliveries are done timorously
- Captured over 100 customer information daily
Assistant Bookkeeper
Kamangalana Finacial Services
Germiston
06.2017 - 03.2018
- Confirmed accounts payable and controlled expenses by receiving, processing, verifying and reconciling invoices.
- Assisted bookkeepers in providing support documentation required for audits.
- Worked with senior accounting staff to prepare financial documents and reports such as bills and invoices, year-end analysis, budgets, financial records and financial statements
- Managed over 10 clients per day
- Company Registration at CIPC
- Tender applications
- Established better way of analyzing statements
Cashier
Pick n Pay Midway Mews
Midrand
02.2016 - 05.2017
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items and join reward programs.
- Created price tags and merchandise signs.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Collected and authorized payments of guests.
- Tallied cash drawer at beginning and end of each work shift.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes
- Assisted More than 70 customers daily
Education
Customer Service Certificate - Contact Center
Kwelanga Training
Sandton 04.2001 -
MCSA Certificate - Information Technology
CTU Training
Johannesburg 04.2001 -
National Diploma Marketing Management - Marketing Management And Research
Vaal University of Technology
Daveyton, South Africa 04.2016 - 04.2016
Matric - Commerce
Mandisa Shiceka High School
Kagiso, South Africa 04.2001 -
Skills
Analytical and Critical Thinking
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Technical Administrator
Digital Generation
01.2022 - Current
Contact Center Supervisor
Digital Generation
02.2021 - 02.2022
Contact Center Team Leader
Digital Generation
07.2020 - 02.2021
Information Technology Intern
Digital Generation
07.2019 - 07.2020
Contact Center Intern
Brima Logistics
03.2018 - 06.2019
Assistant Bookkeeper
Kamangalana Finacial Services
06.2017 - 03.2018
National Diploma Marketing Management - Marketing Management And Research
Vaal University of Technology
04.2016 - 04.2016
Cashier
Pick n Pay Midway Mews
02.2016 - 05.2017
Customer Service Certificate - Contact Center
Kwelanga Training
04.2001 -
MCSA Certificate - Information Technology
CTU Training
04.2001 -
Matric - Commerce
Mandisa Shiceka High School
04.2001 -
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