Sinazo Hoyii
Technical Support
Brackenfel
Summary
Dedicated and efficient professional committed to providing exceptional customer service and administrative support to businesses. Possessing superior time management and scheduling skills, ensures the smooth running of operations by willingly taking on additional responsibilities to meet team goals. Thrives in high-pressure environments and excels in communication, office administration, and service excellence. Proactive and professional approach enables building strong client relationships and effectively utilizing computing skills in Microsoft Word, Excel, PowerPoint, Access, Outlook, as well as various tax software, payroll systems, and accounting software like Pastel. Known for flexibility, trustworthiness, and friendliness, excels in public relations and decision-making within the banking industry. Additionally, possesses outstanding typing skills and adept at proactively solving problems to achieve company goals. Talented Technical Support Representative with a keen understanding of the needs of both business and home users. Excels in troubleshooting ISP Tech issues and providing desktop support on both Windows and Mac platforms. Ability to quickly resolve problems on the first call showcases expertise in resolving technical issues efficiently. Offers clients easy-to-understand guidance and actionable advice while positively impacting customer interactions and engineering efforts for supported products. Known for attention to detail, organizational skills, and meticulous work ethic. Thrives in fast-paced environments where meeting tight deadlines is crucial. Enthusiastic team player ready to contribute to the success of the company. Driven Billing Representative eager to contribute to customer and business needs by leveraging top strengths in organization, prioritization, and communication. Expertise in generating bills, entering data accurately, and resolving discrepancies efficiently. Committed to ensuring seamless billing processes that meet the highest standards of accuracy and efficiency.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Technical Support Representative
Callforce(VODACOM FTTH)
04.2024 - Current
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- configure routers,activate service,resume suspended service when paid up ,escalate to second line where its beyond my access
- explain bill or invoice, change debit order details, log service request to credit approval department where there is dispute or incorrect charge, explain balance of contract should customer request premature cancellation
- investigate usage and accuracy of charges
- schedule installations for new customers
Claims Representative
CAPITA( BRITISH GAS)
01.2023 - Current
- Company Overview: BritishGas ASV UK campaign
- Take inbound calls and make outbound calls
- Book service for Gas boilers, plumbing Jobs, electrical cover
- Sales for customer to rake more cover
- Book engineer for jobs
- Resolve customer queries and complaints handling
- Handle Expression of dissatisfaction and close them by resolving customer's query
- Provide safety for gas and support for vulnerable customers
- Assist with HIVE (technical support for digital homes in the UK)
- BritishGas ASV UK campaign
- Efficiently handled large volumes of claims in a fast-paced professional setting.
- Drove regulatory compliance by rigorously following established claims handling protocols.
- Elevated customer satisfaction levels through timely and precise communication regarding claims.
Technical Support
ISON(VODACOM FTTH AND LTE)
05.2022 - 09.2023
- Company Overview: Vodacom FTTH campaign
- Responsible for all technical support calls, tickets, and enquiries whilst exceeding customer service expectations and taking personal ownership for end-to-end technical support, diagnostics, fault management and service restoration for all client services
- Provide efficient and effective technical support to Home customers
- Deal with 1st line desktop laptop, network, server, wifi and internet related issues
- Preconfigure routers for FTTH router installation
- Running tests and interpreting results to make effective recommendations to restore connectivity
- Escalating to lead techs and management for resolution to customer connecting to same bay station
- Following processes and written instructions to resolve a fault or setup/update a new solution
- Create a subscriber
- Unsuspend a subscriber after carefully investigating that full payment has been made on account
- Vodacom FTTH campaign
- Achieved greater user satisfaction by providing swift technical support and expert troubleshooting assistance.
- Resolved client issues efficiently by delivering expert technical support and addressing concerns directly.
- Elevated customer retention rates by providing exceptional technical support and effective troubleshooting solutions.
Property Manager
BLACK ELITE GROUP(NELSON MANDELA UNIVERSITY)
02.2021 - 04.2022
- Manage off campus Nelson Mandela University accredited accommodation
- Finance manager, ensuring smooth running of residence by looking into general maintenance issues
- Ensuring signing of leases, running property errands, financial statements and invoicing the university, looking for tenants, ensuring damages are accounted and paid for immediately
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Managed lease agreements from start to finish, ensuring regulatory compliance and safeguarding interests.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
Billing Consultant
WNS(TELKOM ADSL,FIBRE AND LTE)
08.2018 - 02.2021
- Billing related queries, Logging disputes and resolving them for customers, cancelling customer’s services and working out final account of customer
- Assisting customers with invoices for tax purposes and payment of accounts, Resolving customer’s queries and ensuring that customers remain happy and satisfied with services they receive from Telkom
- Investigating and finding customers that were incorrectly billed by error, helping customers with some technical related issues for ADSLs and Telkom Fixed landlines
- Taking inbound calls all day and transferring calls to relevant department, Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
- Identify and understand customer needs in order to provide a consistently high quality service, effectively promote the client’s products and enhance customer experience and loyalty
- Provide accurate information on products and services to ensure, consistency across the organization and provide a reliable and trustworthy customer service
- Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
- Ensure action is taken to increase customer retention, loyalty and build a credible reputation, Operate customer related information systems to the required standard maintaining accurate and secure records
- Understand and adhere to the company and department standards, policies and procedures
Debt Collector
VERICRED COLLECTIONS
01.2018 - 08.2018
- Trace unreachable debtors and update information like address and contact numbers
- Call and negotiate with debtors to repay the outstanding debts
- Add costs (interest) to principal amount for tracing duties and every letter sent to debtors
- Sell debit order payments
- Meet targets
- Top collector of TFG group department, universities and Colleges, municipal accounts, Ampath and pathname accounts
Debt Collector
BLAKE AND ASSOCIATES
11.2014 - 03.2017
- Keep tracking outstanding debts
- Plan course of action to recover owed money
- Locate and contact debtors
- Negotiate payoff deadlines and payment plans
- Handle customers' questions or complaints
- Identify gaps in the system and recommend solutions
- Build trust with debtors
- Update account status and database regularly by typing notes on system
- Comply with requirements when legal action is unavoidable
Legal Secretary and Switch Board Operator
RM MAYEKISO ATTORNEYS
01.2010 - 12.2010
- Welcome guests and clients by greeting them in person or on the telephone, answering or directing inquiries
- Produce information by transcribing, formatting, inputting, editing, retrieving, copying, and transmitting text, data and graphics, coordinating Case preparation
- Conserving attorney time by reading, researching, reviewing, verifying, and routing correspondence, reports and legal documents, drafting letters and documents, filing, collecting and analyzing information, initiating telecommunications, organizing client conferences and attorney meetings, scheduling couriers, court reporter, preparing expense reports
- Maintain attorney calendar by planning and scheduling conferences, teleconferences, dispositions, and travel, recording and monitoring court appearance dates, pleadings
- Maintain client confidence by keeping client /attorney information confidential
- Maintain office supplies by checking stocks, placing and expediting orders, evaluating new products
- Call for repairs, recording of meeting discussions, documenting and maintain evidence
- Serve refreshments to client meeting
Education
Financial Management N6 - N4 computerized financial system, Communication, Entrepreneurial and Business Management, Financial accounting, N5- Financial Accounting, Computerized Financial System, Entrepreneurial and Business management, Cost and Management Accounting, N6- Income Tax, Financial Accounting, Computerized Financial Systems, Cost and Management Accounting
THEKWINI FET COLLEGE
High School Diploma - Home Language IsiXhosa, English 1st Additional Language, Computer Applications Technology, Accounting, Economics, Life Orientation, Mathematics
DALINDYEBO HIGH SCHOOL
01.2007 - 01.2009
Skills
Customer service
Strong negotiation skills
Ability to work under pressure
Target driven environment skills
Personal Information
Date of Birth: 02/12/91
Timeline
Technical Support Representative
Callforce(VODACOM FTTH)
04.2024 - Current
Claims Representative
CAPITA( BRITISH GAS)
01.2023 - Current
Technical Support
ISON(VODACOM FTTH AND LTE)
05.2022 - 09.2023
Property Manager
BLACK ELITE GROUP(NELSON MANDELA UNIVERSITY)
02.2021 - 04.2022
Billing Consultant
WNS(TELKOM ADSL,FIBRE AND LTE)
08.2018 - 02.2021
Debt Collector
VERICRED COLLECTIONS
01.2018 - 08.2018
Debt Collector
BLAKE AND ASSOCIATES
11.2014 - 03.2017
Legal Secretary and Switch Board Operator
RM MAYEKISO ATTORNEYS
01.2010 - 12.2010
High School Diploma - Home Language IsiXhosa, English 1st Additional Language, Computer Applications Technology, Accounting, Economics, Life Orientation, Mathematics
DALINDYEBO HIGH SCHOOL
01.2007 - 01.2009
Financial Management N6 - N4 computerized financial system, Communication, Entrepreneurial and Business Management, Financial accounting, N5- Financial Accounting, Computerized Financial System, Entrepreneurial and Business management, Cost and Management Accounting, N6- Income Tax, Financial Accounting, Computerized Financial Systems, Cost and Management Accounting
THEKWINI FET COLLEGE
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