Summary
Overview
Work History
Education
Skills
Personal Qualities
Coreskills
Personal Information
Timeline
Generic

Sanele Kubheka

Johannesburg,Gauteng

Summary

An adaptable and responsible young professional actively seeking a position in a sector that can leverage strong organizational and communication skills, problem identification, and implementing effective solutions. Proven track record of leadership, successfully leading a church band comprised of peers and older band players since age 16. Possesses a logical mindset and practical approach to problem-solving, driven to see tasks through to completion. Not afraid to roll up sleeves and get hands dirty when necessary. Known for efficient planning abilities, excels at ensuring tasks are completed effectively. Equally adept at working independently and collaboratively with others.

Overview

3
3
years of professional experience
6
6
years of post-secondary education

Work History

1st Line Shift Technical Officer

SRM
Johannesburg
02.2023 - Current
  • The main role of the SRM Shift technical officer is to attend and take ownership of technical calls and resolve within the SLA
  • Call Assigning – Unassigned calls to be assigned timeously within SLA
  • Troubleshoot, answer and resolve technical issues
  • Ownership and management of Technical calls to be complete within SLA
  • Ensure 1st response to customer within 20 minutes of call logged
  • Customer communication, regular SR updates on Siebel and feedback to customers
  • Call Management – quality and handling – 95% of calls with the correct account, site and contact information
  • Vendor management – All vendor reference to be recorded on Siebel
  • SPS – Calls surveyed for Customer Satisfaction index
  • End of Shift updates and hand over – Update on all SR’s before handover
  • High school diploma
  • Strong technical and troubleshooting skills
  • Strong communication skills both written and verbal
  • Exceptional customer service
  • Strong time management and organizational skills
  • Understanding of company products, services, and policies

Telephony Support Representative

SRM
Johannesburg
07.2022 - 02.2023
  • The main role of the SRM Telephony support representative is to answer inbound calls in a timely and friendly manner, basic troubleshooting, logging new calls, following up on existing calls and provide feedback
  • Handling many inbound and outbound calls to and from customers
  • Answer inbound calls in a timely manner and assist customers through troubleshooting and 1st line checks
  • Logging calls on behalf of the customers and route the calls to correct support team for resolution
  • Call customers to provide updates and information about existing calls
  • Following up on calls and provide accurate feedback to customers on existing calls
  • Escalate situations involving dissatisfied customers to the correct support teams
  • Completing call activities and updating them on the call logging system Siebel
  • High school diploma or equivalent
  • Computer literacy
  • Strong communication skills both written and verbal
  • Exceptional customer service, active listening, and professional phone voice
  • Verbal and written communication skills
  • Strong time management and organizational skills
  • Troubleshooting skills, either basic or advanced
  • Understanding of company products, services, and policies

Education

High School - English FAL, IsiZulu Home Language, Mathematics, Physical Sciences, Geography, Agricultural Sciences, Life Sciences, Life Orientation

Tiisetsong Secondary School
Tokoza, Gauteng, South Africa
01.2013 - 01.2017

Bachelor of Science - Information Technology

Richfield (32 Diagonal Campus)
Johannesburg, South Africa
01.2018 - 01.2020

Skills

Personal Qualities

  • Communication skills: includes all levels of communication such as verbal/speaking, interacting with people, writing and expressing myself clearly.
  • Team player skills: refers to working with others in a group, sharing information, helping each other when facing a problem, properly dividing tasks between team members and etc.
  • Leadership skills: I can lead others (and myself) and take responsibility whenever things go wrong, I make sure that the possibility of that mistake is very minimal.
  • Organizational Skills: Ability to handle pressure and meet deadlines: I can plan and prioritize to ensure that set deadlines are met and Coordinate with colleagues.
  • Initiative: I think outside of the box; I come up with things rather than sitting and waiting for things to come to me. My customer facing experience also has given me the chance to be able to sympathize with the customer and view issues from their perspective.

Coreskills

Dependability, Good listening, Maintain trusting relationships with colleagues, Collaborative, Microsoft Windows, Microsoft Office (2007, 2010, 2013, 2014 and 2016), Email and Internet Fundamentals, Social media management

Personal Information

  • ID Number: 0010035186088
  • Citizenship: South African
  • Date of Birth: 10/03/00
  • Gender: Male

Timeline

1st Line Shift Technical Officer

SRM
02.2023 - Current

Telephony Support Representative

SRM
07.2022 - 02.2023

Bachelor of Science - Information Technology

Richfield (32 Diagonal Campus)
01.2018 - 01.2020

High School - English FAL, IsiZulu Home Language, Mathematics, Physical Sciences, Geography, Agricultural Sciences, Life Sciences, Life Orientation

Tiisetsong Secondary School
01.2013 - 01.2017
Sanele Kubheka