OUMA MAHLANGU
Support Agent
Pretoria
Summary
I am passionate, dedicated, self-driven and hardworking person with the ability to give every effort to my tasks. I am also reliable, through and unafraid of challenges with over 5 years of experience in a reputable customer service and hospitality industry that offers excellent customer service I have received awards due to delivering outstanding customer service and I am able to adapt in high pressure environment.
Skilled in providing direct and effective communication in fast-paced environment, with focus on customer satisfaction and issue resolution. Developed strong analytical and problem-solving abilities, coupled with technical proficiency in navigating various software systems. Seeking to leverage these transferable skills in new field while continuing to deliver high-quality service.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Support Agent
Micros S.A
Johannesburg
08.2016 - Current
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Collaborated with cross-functional teams to identify and resolve complex customer problems.
IT Intern
Micros S.A
Johannesburg
11.2015 - Current
- Provided technical support, resolving IT issues to maximize productivity for team members.
- Completed assigned tasks ahead of schedule, demonstrating strong time management skills and commitment to project success.
- Provided technical support to staff and clients, resolving issues promptly and maintaining high satisfaction levels.
- Provided basic end-user troubleshooting and desktop support.
Education
Higher National Diploma in IT - Database Design Concepts, Data Analysis and Design
CTI Education Group
Menlyn 02.2011 - 11.2013
Bsc - Computer Systems
Heriot Watts University
Menlo Park, South Africa 07.2014 - 06.2015
Skills
Communication Skills
Problem Solving skills
Technical Skills
Customer Service
Software troubleshooting
Remote support
Customer service
Ticket management
Data entry
Technical assistance
Issue escalation
Call management
Hardware troubleshooting
undefinedPersonal Information
- Date of Birth: 10/02/90
- Nationality: South African
Certificationscourses
- MCSA (Microsoft Certified Solutions Associate)
- MCP (Microsoft Certified Professional)
- CODE 10 C1
Accomplishments
- Achieved 100% for Q&A and offering excellent customer service with accuracy and efficiency.
Certification
MCSA
Timeline
Support Agent
Micros S.A
08.2016 - Current
MCSA
03-2016
IT Intern
Micros S.A
11.2015 - Current
Bsc - Computer Systems
Heriot Watts University
07.2014 - 06.2015
Higher National Diploma in IT - Database Design Concepts, Data Analysis and Design
CTI Education Group
02.2011 - 11.2013
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