Thabo Douglas Choma
Johannesburg
Summary
Friendly Help Desk Technician with 1 to 2 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
12
12
years of professional experience
Work History
IT Help Desk Technician
Zilonetix
Johannesburg
03.2021 - Current
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Responded promptly to incoming requests for technical support.
Customer Service Representative Agent
BCX
Johannesburg
09.2019 - 02.2021
- Documented and detailed calls and complaints using call center's CRM database.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Responded to customer calls and emails to answer questions about products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Consultant
iChoices Call Centre
Johannesburg
01.2014 - 08.2019
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Crew Trainer
McDonald’s Restaurant
Johannesburg
10.2012 - 12.2013
- Established and maintained quality control standards.
- Provided coaching and mentoring to employees.
- Developed job-specific competencies and performance standards.
- Analyzed and evaluated training effectiveness and program outcomes.
Cook
KFC
Johannesburg
01.2011 - 12.2011
- Followed restaurant stock management schedule to monitor product freshness and rotate out old products.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Prepared food items such as meats, poultry, and fish for frying purposes.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Wrapped up and stored unused food in appropriate containers and placed in refrigerator to avoid spoilage.
- Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
- Checked food temperature regularly to verify proper cooking and safety.
- Operated varied kitchen equipment, observing operation guidelines to avoid accidents and prevent malfunctions.
- Followed health, safety and sanitation guidelines while preparing and serving food.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
Education
N3, N4 Certificates in Electrical Engineering - Electrical Engineering
Central Johannesburg College
05.2008
Grade 12 - Mathematics
Kgalatlou Secondary School
Schoonoord, Limpopo12.2006
Skills
- Network Infrastructure Monitoring
- Technical Support Triage
- Remote System Analysis
- Support Ticket System Management
- Customer service expert
- Desktop support
- Data recovery
- Technical issues analysis
References
Belina Linda Customer Care Supervisor Zilonetix 0718986559 084556339
Tshepo Maimane Call Centre Supervisor BCX 071 993 0112 012 848 0443
Tshepo Maimane Call Centre Supervisor iChoices Call Centre 071 993 0112 011 716 7000
Languages
- Sepedi,
- English,
- Setswana,
- IsiZulu
Timeline
IT Help Desk Technician
Zilonetix
03.2021 - Current
Customer Service Representative Agent
BCX
09.2019 - 02.2021
Customer Service Consultant
iChoices Call Centre
01.2014 - 08.2019
Crew Trainer
McDonald’s Restaurant
10.2012 - 12.2013
Cook
KFC
01.2011 - 12.2011
N3, N4 Certificates in Electrical Engineering - Electrical Engineering
Central Johannesburg College
Grade 12 - Mathematics
Kgalatlou Secondary School
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