Hi, I’m
Lepulane Reinette Seepe
Information Technology Support
Johannesburg,Gauteng
Summary
I am a Dedicated highly-motivated person with experience in achieving tangible results and cross-team collaboration. I am very proactive and excited to partner with like-minded individuals to achieve business goals and returns.
With me I Bring combined skills and knowledge in Technical support, Call Centre, Administration, Customer service and Operations. I have strong work ethics and I Adept at working effectively unsupervised and quickly mastering new skills, with experience in providing great results in demonstrating consistent quality and accuracy.
Overview
15
years of professional experience
3
Languages
Work History
DOMAINS.CO.ZA
IT Support Agent
05.2023 - Current
Job overview
- Signaling up clients to cPanel / WHM, DirectAdmin and Web Hosting accounts
- Assisting customers in navigating Hosting Control Panel.
- Communicate with customers telephonically and tickets to resolve their hosting needs.
- Troubleshoot and assist with issues related to web hosting by applying my expertise, which includes a high level of understanding of various content .management systems, such as WordPress for example.
- Demonstrated outstanding IT skills, offering reliable, efficient administrative support.
- Assisting existing clients with Shared, Reseller, and VPS packages.
- Deal with CMS installation, diagnosing common HTTP error codes, DNS zone configuration, FTP connection, Email client configuration, diagnosing PHP-based errors, MySQL configuration, setting up Cron Jobs, and other common cPanel-based tasks
SAGE ACCOUNTING
Inbound Technical Support Agent
08.2023 - 03.2024
Job overview
- Serving as the first point of contact for customers seeking technical assistance over the phone, chat or email.
- Investigated customer complaints about product performance or service delivery issues.
- Diagnosed and resolved complex technical problems related to operating systems, network connections, and peripheral devices.
- Trained customers on how to properly use their software applications and hardware components.
- Assisted customers with troubleshooting computer hardware and software issues.
- Collaborated closely with other departments such as Sales and Customer Service teams in order to meet customer needs.
TURING ENTERPRISE (Remote)
Virtual Assistant
10.2021 - 11.2022
Job overview
- Creating mail and workspace accounts for IT Developers
- Operations on day to day tasks like administration work and scheduling meeting(zoom), calendly and events.
- Prevented loss of resource - Executed timely catch-up calls for IT Developers thereby ensuring a healthy, prolonged engagement and researched on potential red flags.
- Delivering support to IT Developers on various day to day queries and concerns raised via E-mails, calls and live/Crisp ChatBot and platforms.
- Provided continuous support to my team in implementing various new tools and processes into successful integration.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Online for support shifts.
- Organized and managed team tasks using Trello and Asana.
DASHBPO SOUTH AFRICA
International Customer Service Agent
07.2021 - 10.2021
Job overview
- Capturing client's information submitted by Telephone, chat and emails.
- Ensure customer satisfaction and provide professional support
- Prioritize and process customer requests
- Created plans and communicated deadlines to complete projects on time.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Provided personalized customer service to help build strong and lasting client relationships.
- Provided feedback to management to improve customer service processes.
- Assisting with steaming technical support to clients.
- Investigated and resolved customer inquiries and complaints quickly.
ISON Xperiences
Customer Care Representative
04.2020 - 06.2021
Job overview
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Delivered customer support to high call load each shift.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
ABSA BANK LIMITED
Banking Customer Service Representative
07.2016 - 03.2020
Job overview
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Improved branch efficiency through continuous evaluation of current procedures and implementation of new strategies to streamline operations.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
FIRST NATIONAL BANK
Ebanker/Sales Consultant
09.2015 - 06.2016
Job overview
- Capturing their financial data on the system
- Selling banks products to clients
- Teaching clients how to register and to use online banking
- Issuing bank cards and acknowledging credit cards, doing clerical work.
- Prepared quotes with accurate and competitive pricing to drive conversion.
- customer service satisfaction
- Worked with fellow sales team members to achieve group targets.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
DEPARTMENT OF HOME AFFAIRS
Administration Clerk
08.2009 - 06.2010
Job overview
- Coordinated communications between various departments to schedule meetings and keep company informed on critical matters.
- Helped management teams with developing policies and procedures to improve record management, confidentiality and security.
- Answered phones and performed clerical office functions to address queries, concerns and issues, escalating complaints to management.
Education
Milpark Education
Diploma of Higher Education from Banking Finance and Advice
Oxbridge Academy
Certificate of Higher Education from Health and Safety
Milpark Education
Certificate of Higher Education from Banking Services Advice
Damelin College
Certificate of Higher Education from Pastel Accounting
Boston College
Certificate of Higher Education from Bookkeeping and SARS Returns
CPanel UniversityOnline
No Degree from Web Hosting (WHM/WordPress/CPanel) Certifications
04.2001
Skills
Computer Literacy(Microsoft 365)
Communication/Collaboration
Problem-Solving
Time Management
Interpersonal Skills
Organizing/ Attention to Details
Technical Support
Software knowledge
Customer Service/Call Centre Techniques
Customer support
Accomplishments
- Exceeded sales goals by average of 80% in 2019 at Absa bank.
- ongoing effort to boost revenue while reducing costs.
- Consistently maintained high customer satisfaction ratings.
- Created highly effective new program that significantly impacted efficiency and improved operations.
References
- Fernanda Zinger - +55 5193567676 - Manager (Turing)
- Nontu - Sage Software - 067 618 9312 - Team Leader (Sage)
- Erika Van Graan - Absa Bank - 072 849 9189 - Colleague (Absa)
Timeline
Inbound Technical Support Agent
SAGE ACCOUNTING
08.2023 - 03.2024
IT Support Agent
DOMAINS.CO.ZA
05.2023 - Current
Virtual Assistant
TURING ENTERPRISE (Remote)
10.2021 - 11.2022
International Customer Service Agent
DASHBPO SOUTH AFRICA
07.2021 - 10.2021
Customer Care Representative
ISON Xperiences
04.2020 - 06.2021
Banking Customer Service Representative
ABSA BANK LIMITED
07.2016 - 03.2020
Ebanker/Sales Consultant
FIRST NATIONAL BANK
09.2015 - 06.2016
Administration Clerk
DEPARTMENT OF HOME AFFAIRS
08.2009 - 06.2010
CPanel University
No Degree from Web Hosting (WHM/WordPress/CPanel) Certifications
04.2001
Milpark Education
Diploma of Higher Education from Banking Finance and Advice
Oxbridge Academy
Certificate of Higher Education from Health and Safety
Milpark Education
Certificate of Higher Education from Banking Services Advice
Damelin College
Certificate of Higher Education from Pastel Accounting
Boston College
Certificate of Higher Education from Bookkeeping and SARS Returns