PENELOPE MULAMBO
Technical Support Specialist
Meadowlands East
Summary
Dedicated Technical Support and Customer Care Specialist with experience in the telecommunications and technology retail industries. Skilled in troubleshooting, device repair, network support, and customer relationship management. Proven ability to deliver excellent customer experiences while resolving complex technical issues across Apple products, Vodacom services, and Telkom networks. Strong communicator with a passion for problem-solving, teamwork, and exceeding service-level expectations.
Overview
12
12
years of professional experience
Work History
Technical Support Consultant
Za Online Istore
11.2023 - Current
- Diagnosed and repaired Apple devices (iPhones, iPads, Macs, and Apple Watch).
- Performed hardware replacements and ran Apple diagnostic tools (AST, GSX).
- Assisted customers with backups, data recovery, and iCloud/Apple ID setup.
- Provided warranty and out-of-warranty support while meeting turnaround standards.
- Promoted AppleCare and product upgrades to enhance customer experien
Data Support Consultant and Customer Care Consultant
Telkom
01.2019 - 03.2023
- Provided frontline support for fixed-line, mobile, and internet services (ADSL, LTE, Fibre).
- Assisted customers with router configurations, SIM activations, and connectivity troubleshooting.
- Logged and tracked faults via Telkom CRM systems, ensuring resolution within SLA.
- Escalated complex network issues to higher-level support and followed up with customers.
- Educated customers on self-service tools, billing, and product packages.
Customer Service Consultant
Vodacom
03.2014 - 12.2018
- Open and maintain customer accounts by capturing customer information on m2 and C3D
- Handle complaints, provide appropriate solutions and provide alternative to customers within the time limit and follow up to ensure resolution
- Keep records of customer interaction, process customer accounts and file documents
- Resolve customer complaints via phone, email.
- Answer all questions about warranties and contracts
- Assisted customers with device setup, troubleshooting, SIM swaps, contract upgrades, and billing queries.
- Provided technical support for mobile devices, network connectivity, and account services.
Educated customers on Vodacom digital platforms (MyVodacom App, USSD).
Processed payments, handled escalations, and ensured accurate customer account management.
Education
Diploma - Information Technology
VAAL Institutes of Technology
Johannesburg12.2006
High School Diploma - undefined
Matseliso Secondary School
JohannesburgSkills
Technical troubleshooting (hardware, software, and networks)
References
Miss Mpho Mogweng, Telkom, 0682668387
Timeline
Technical Support Consultant
Za Online Istore
11.2023 - Current
Data Support Consultant and Customer Care Consultant
Telkom
01.2019 - 03.2023
Customer Service Consultant
Vodacom
03.2014 - 12.2018
High School Diploma - undefined
Matseliso Secondary School
Diploma - Information Technology
VAAL Institutes of Technology
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