Nompumelelo Magubane
Zone 2 Diepkloof
Summary
Flexible Technical Support Engineer with over 3 years of experience helping clients maintain smooth operations. Expertise in Devices and Application systems. Commended for rapidly and effectively resolving downtime and efficiently educating and resolving Hardware and software cases.
Eager to Bring Expertise in technical operations, Enhancing customer experience to your team.
Overview
7
7
years of professional experience
Work History
Agent: Internet Banking Support
Capitec Business Bank
08.2023 - Current
- Supporting Capitec Business clients with their online banking needs
- Technical support for online banking
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Technical Call Centre Agent
Webhelp
04.2021 - 02.2023
- Customer service assisting customer with finding the exact issue to their devices
- Assisting customer with resolving technical issues in their devices and giving the resolution points to the issue in future
- Assist with setting up devices
- Assisting with refunds related to orders and subscriptions
- Assisting with resolving app related issues
- Assist with online retail orders
- Teach customers how to navigate devices
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Worked well in a team setting, providing support and guidance.
Banker
First National Bank
06.2018 - 07.2019
- Assist with fixing app related crashes
- Query ticket allocation
- Solve digital banking queries
- Ensure excellent client experience
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Educated customers on features and benefits of banking products and services.
- Strengthened customer relationships through attentive service and prompt resolution of inquiries.
- Digital banking migration
- Banking Application activation
- Assist clients with internet banking
Education
No Degree - Matric
Bopasenatla Secondary School
Johannesburg, South AfricaNo Degree - NQF 5 Project Management
Imsimbi Training
Skills
- Interpersonal
- Planning and managing projects
- Building and maintaining relationships
- Results Driven/Achievement orientated
- Ability to receive and implement feedback
- Tenacity
- Initiative
- communication
- Customer complaint resolution
- Problem-solving skills
- Critical thinking
- Customer needs determination
Timeline
Agent: Internet Banking Support
Capitec Business Bank
08.2023 - Current
Technical Call Centre Agent
Webhelp
04.2021 - 02.2023
Banker
First National Bank
06.2018 - 07.2019
No Degree - NQF 5 Project Management
Imsimbi Training
No Degree - Matric
Bopasenatla Secondary School
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