Sylvia Mnyakeni
Johannesburg,GP
Summary
Experienced Service Delivery Coordinator adept at communicating between parties, completing reports, and improving collaboration with suppliers to reduce delays. Familiar with billing and documentation requirements. Ready to take on new professional challenges as part of a growth-oriented company.
Overview
6
6
years of professional experience
Work History
Service Delivery Coordinator
Computershare Investor Services
11.2022 - 06.2024
- Identified areas of improvement in service delivery processes, implementing changes that led to increased efficiency.
- Enhanced communication between departments, leading to smoother operations and better service delivery.
- Provided ongoing support to clients, addressing concerns promptly and ensuring high levels of satisfaction.
- Coordinated with cross-functional teams for successful project completion, ensuring timely and quality services.
Service Delivery Graduate
Computershare Investor Services
11.2021 - 10.2022
- Excellent communication skills, both verbal and written.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Identified issues, analyzed information and provided solutions to problems.
- Responsible for sending out Shareholder correspondence to client's shareholders in the form of letters, e-mails, posts and SMS.
- Acting as the main point of contact assisting the Head of Communications for the delivery of internal and external client’s projects which are allocated to the department.
Inbound Call Center Representative
Computershare Investor Services
05.2021 - 10.2021
- Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
- Collaborated with colleagues to share best practices and improve overall team performance.
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Taking inbound calls to assist new and potential shareholders to register for share accounts to purchase shares.
Digital Customer Care Consultant
Multichoice
10.2018 - 10.2020
- Analyzed feedback from customers to identify trends and make necessary improvements within the department.
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Conducted thorough research to provide well-informed recommendations for client challenges.
- Responsible for resolving queries regarding DStv accounts, content scheduling, technical decoder troubleshooting, billing and online streaming.
- Managing DStv online reputation by maintaining a positive customer experience across all Social Media platforms.
Education
National Diploma - Information Technology
University of South Africa
Pretoria, South Africa11.2026
Bachelor of Arts - Marketing
University of Johannesburg
Johannesburg, South Africa06.2018
High School Diploma -
Kwamanala Senior Secondary School
Mpumalanga12.2013
Skills
- Customer Relations
- Service Level Agreements
- Teamwork and Collaboration
- Self Motivation
- Relationship Building
- Excellent Communication
- Problem-solving abilities
- Attention to Detail
- Multitasking Abilities
- Advanced Microsoft Word, Excel, and PowerPoint - By using computer throughout academic years and professionally
- Experience using Fresh Desk for customer support
Timeline
Service Delivery Coordinator
Computershare Investor Services
11.2022 - 06.2024
Service Delivery Graduate
Computershare Investor Services
11.2021 - 10.2022
Inbound Call Center Representative
Computershare Investor Services
05.2021 - 10.2021
Digital Customer Care Consultant
Multichoice
10.2018 - 10.2020
National Diploma - Information Technology
University of South Africa
Bachelor of Arts - Marketing
University of Johannesburg
High School Diploma -
Kwamanala Senior Secondary School
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