Gyming
Warren Turner
Technical Support Agent - Level 5
Cape Town
Summary
Detail-oriented Technical Support Agent with extensive experience in telecommunications, retail, and customer service. Proficient in troubleshooting complex technical issues with ease and patience, providing Tier 2 and 3 support. Highly organized and dependable, adept at managing multiple priorities while maintaining a positive attitude. Eager to take on additional responsibilities to support team objectives.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Tier 1 Technical Support Agent - Level 5
Webafrica
12.2021 - Current
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Conducted remote troubleshooting sessions using screen-sharing tools, effectively resolving issues without requiring onsite visits or additional resources.
- Ensured consistent positive feedback from clients by actively seeking their input on provided services.
- Escalated unresolved problems to Tier 2 Technical Support Agents when necessary, resulting in timely resolutions and satisfied customers.
- Increased client retention by providing customized solutions tailored to individual needs and concerns.
- Minimized escalations by utilizing problem-solving skills to address complex technical issues.
Coach (Vodacom Fiber Support)
Altron Bytes People Solutions
12.2019 - 12.2021
- Enhanced team performance by developing and implementing effective coaching strategies.
- Conducted regular performance evaluations for advisors, setting clear expectations for continued improvement.
- Analyzed and evaluated team performance metrics to identify areas of improvement.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Monitored team practices to establish high level of performance.
Call Center Agent/ Workforce Real Time Analyst
WNS Global Services
08.2016 - 10.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Managed overtime, shift swaps, breaks and PTO requests.
Education
CompTIA Network+
Online
Online 04.2001 -
CompTIA A+
Boston City College
Bellville, South Africa 04.2001 -
Matric -
Sarepta Secondary School
Kuils River, South Africa 04.2001 -
Skills
Network Troubleshooting
Remote Support
Ticket management
Problem-Solving
Reliability
Customer service expert
Time Management
Friendly and Patient
Self Motivation
Certification
Comptia A+
Interests
Watching Anime
Hobbies
I am passionate about fitness and dedicated to continual self-improvement, both physically and mentally, which occupies most of my free time. When I do take a break to relax, I enjoy watching a lot of anime.
Timeline
CompTIA Network+
05-2023
Tier 1 Technical Support Agent - Level 5
Webafrica
12.2021 - Current
Comptia A+
07-2020
Coach (Vodacom Fiber Support)
Altron Bytes People Solutions
12.2019 - 12.2021
Call Center Agent/ Workforce Real Time Analyst
WNS Global Services
08.2016 - 10.2018
CompTIA Network+
Online
04.2001 -
CompTIA A+
Boston City College
04.2001 -
Matric -
Sarepta Secondary School
04.2001 -
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