Sibongile Mirriam Mashele
I Am A Very Dedicated, Motivated And Determined Person Who Is Willing To Learn And Acquire New Skills And Gain Professional Experience.
Bloubosrand
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
1
1
Language
Work History
Service Desk Analyst
NTT MEA Service Desk
9 2017 - Current
- Working on incident and service request tasks.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Served as primary point of contact for IT-related queries within the organization, directing users to appropriate resources when necessary.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Escalating incidents and service requests to the next level of support if necessary.
Service Desk Analyst
Merchants (NOC)
01.2017 - 09.2017
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Working on incident and service request tasks.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Improved IT system performance by implementing proactive maintenance.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
Call Center Agent
Merchants (Cell C)
05.2013 - 01.2017
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Adapted communication style to meet diverse customer needs.
- Assisted in training new hires, sharing industry insights and tips for success in the call center environment.
Education
High School Diploma -
S.T Ansgar's Combined School
Johannesburg 01.2024 - 12.2008
Skills
Adaptability
Troubleshooting abilities
Meticulous attention to detail
Great communication and problem solving skills
Good people skills and ability to work well within a team
Dedication to problem solving
Prioritization
Tertiary Institution
Falcon Business Institution,
Achievement: IT Programming
Introduction to pc
MS-Windows
MS- word
MS- Excel
MS-Access
Internet & Email
System Analysis & Design
Information System & Technology
Projects Management
Web scripting (VB Script & Java Script)
Web Authoring (HTML)
Java Programming
Structured Query Language
Visual Basic, 2010, Diploma
Personal Information
- ID Number: 890721 0137 08 7
- Gender: Female
- Nationality: South African
Timeline
High School Diploma -
S.T Ansgar's Combined School
01.2024 - 12.2008
Service Desk Analyst
Merchants (NOC)
01.2017 - 09.2017
Call Center Agent
Merchants (Cell C)
05.2013 - 01.2017
Service Desk Analyst
NTT MEA Service Desk
9 2017 - Current
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