Samkelo Skepu

• Reviews and evaluates recorded customer interactions to assess the quality of service provided by agents.
• Completes detailed scorecards that highlight the strengths and weaknesses for each agent.
• Delivers constructive feedback to agents on their performance and identifies areas for improvement.
• Collaborates with agents and managers to create and implement action plans to address identified issues.
• Assists in creating training materials and leading training sessions for agents.
• Monitors and reports on agent performance metrics to track progress and identify performance trends.

• Provided comprehensive support to customers regarding billing and technical queries via telephone and WhatsApp Live Chat.
• Delivered remote desktop support to resolve customer issues in a timely manner.
• Troubleshot and resolved internet connectivity problems across desktops, laptops, and mobile devices.
• Managed router configuration, customer account administration, and payment processing.

• Resolved complex fibre-related queries, including no connectivity, intermittent service, and general Wi-Fi issues via calls and tickets.
• Placed new fibre installation and activation orders with various fibre vendors (e.g., Vumatel, Openserve).
• Logged and followed up on fibre infrastructure faults to ensure resolution within Service-Level Agreements (SLA).
• Liaised with fibre vendors regarding outages in affected areas.

Managed the end-to-end resolution of technical issues related to DSL, Fibre, Mobile Broadband, Voice, and Web Hosting services, including fixed-line installations and faults.

• Decommissioned old computers and performed computer re-imaging for Windows 7/10.
• Provided client support, including hardware/software troubleshooting and installations.
• Installed network printers and mapped network drives.
• Offered desktop and Microsoft Office support.

• Provided desktop support for Windows Vista, 7, 8, and 10, as well as network support for troubleshooting connectivity issues.
• Performed hardware and software installations, including cloning admin and student workstations.
• Planned and held workshops for IT students on A+, Network+ practicals, and using Testout Simulator.