THEODORA MATSEKE
Pretoria
Summary
I am a seasoned support professional with a strong background in client support, knowledge management, and process improvement, complemented by experience as a teacher. My teaching background enables me to communicate complex information clearly and empathetically. I excel at creating helpful support resources, identifying gaps in customer service workflows, and collaborating cross-functionally to enhance the client experience. Skilled in tools like Intercom, Notion, Guru, and various SaaS platforms, I am passionate about delivering efficient, high-quality support and continuously improving support processes to better serve customers.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Omnipresent
08.2023 - Current
- Provide first-line support for employees and clients, ensuring quick resolution of queries and maintaining high service standards, and escalating to SME's based on customer needs
- Proactively identified a major gap in knowledge management, recognizing that information was scattered across multiple platforms and escalated the issue to leadership for process improvement.
- Took the initiative to propose and implement solutions for centralizing and organizing knowledge, improving accessibility for the Support team.
- Play a key role in ensuring the Support Team meets and exceeded SLAs, contributing to efficiency improvements.
- Merged and refined redundant knowledge pages in Guru, improving content accuracy and usability.
- Designed and implemented the Support Social Document, fostering team engagement and collaboration.
- Created one of the most used macros for chat responses, significantly improving first response time and Support efficiency.
- Authored the initial client-facing Knowledge Page for the Time Off Uploads feature at its launch, ensuring clear and accessible guidance for users.
- Join client meetings to clarify platform functionality and address questions, ensuring users have a clear understanding of how to navigate and utilize the Platform effectively.
- Assist in generating and preparing documents, including salary change, employment verification documents and Master Service Agreements (MSAs).
Customer Service Representative
Man With A Wrench - Canada
12.2022 - 07.2023
- Resolved technical and customer service inquiries via phone and email with high accuracy and efficiency
- Organized and scheduled appointments for field personnel, ensuring seamless operations
- Offered actionable feedback to management to enhance customer satisfaction and optimise processes
Technical Support Specialist
Amazon
09.2020 - 12.2022
- Diagnosed and resolved issues for Alexa-enabled and Google Home-compatible devices
- Consistently achieved high customer satisfaction scores and exceeded performance metrics
- Monitored technological advancements to provide recommendations for system updates and upgrades
- Partnered with management to address recurring customer challenges and improve service quality
Real Estate Sales Agent
Halbe Properties Real Estate
01.2018 - 09.2020
- Designed and executed marketing strategies to promote real estate listings
- Maintained ethical and professional standards in client and colleague interactions
- Prepared and managed transaction documents with accuracy and timeliness
- Provided clients with after sale support and property registering services
Education
Bachelor of Education - undefined
University of Pretoria
National Diploma - Information Systems
Boston College
01.2025
Skills
IT Support and Troubleshooting
Critical Thinking
SaaS and B2B Operations
Solution-Oriented Approach
Zendesk
Effective Communication
Trello
Knowledge Management
Microsoft Office
Documentation Writing and generation
AWS
Cross-functional Collaboration
Notion & Guru Proficiency
Process Improvement
Intercom
References
Available upon request
Certification
Google Foundations of Cybersecurity- Coursera
Timeline
Customer Support Specialist
Omnipresent
08.2023 - Current
Customer Service Representative
Man With A Wrench - Canada
12.2022 - 07.2023
Technical Support Specialist
Amazon
09.2020 - 12.2022
Real Estate Sales Agent
Halbe Properties Real Estate
01.2018 - 09.2020
Bachelor of Education - undefined
University of Pretoria
National Diploma - Information Systems
Boston College