Summary
Overview
Work History
Education
Skills
Accomplishments
References
Positionapplyingfor
Certification
Timeline
Generic

Wiseman Zulu

Krugersdorp

Summary

Adept Digital Support Administrator with a proven track record at MTN, I excel in leveraging communication and problem-solving skills to enhance customer experience and streamline operations. Demonstrated leadership in collaborating with training departments to refine business practices, achieving significant improvements in department functionality.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Digital Support Administrator

MTN
01.2008 - 01.2023
  • Registering Consumer and Business accounts, assisting with navigation on how to load and deactivate the services
  • Chatting to clients via Oracle web chat and assisting with updating clients invoices, statements and itemized billing including accountability of the issues that were not resolved and to escalate to different department, logging request for clients credits and with the de-registration of their disabled accounts on MTN Active
  • Manage the administration are
  • Working hand in hand with our training department to align our training content accordingly to business practice
  • Provide ideas and feedback on software tools, procedures and improvements on the department functionality

Inbound Call Centre Agent

MTN
10.2004 - 07.2008
  • Dealing specifically with MTN Service centre/dealer stores
  • Answering customer queries and complaints with regards to the network, products and services
  • Ensuring first call resolution
  • Blacklisting lost/stolen phones and un-blacklisting recovered cell phones
  • Activating sim swap, assisting customers with data related queries, escalating queries to relevant departments for further assistance, logging all calls on the system to keep records of the nature of queries we have received

Cellphone Consultant

Edgars Southgate
11.2002 - 10.2004
  • Selling cell phones and airtime, dealing with customer queries regarding their damaged cell phones, booking phones for repairs and making follow ups on their insurance claims

Education

Matric -

Madibane High School
01.2001

Skills

  • Communication
  • Leadership
  • Attention to Detail
  • Problem solving

Accomplishments

  • Best newcomer award on customer service, 12/01/04
  • Certificate of Achievement: Introduction to Mobile Data, 03/01/05
  • Certificate of Outstanding Quality in Customer Service, 06/01/06
  • Certificate of Outstanding Quality in Customer Service, 07/01/06

References

  • Meshack Mlambo, DIC Supervisor, 083214 5367
  • Zanele Mabuza, 173 Supervisor, 083 212 2935
  • Griffin Mashobane, Edgars Supervisor, 011 942-3000

Positionapplyingfor

Customer Service

Certification

  • Drivers License : Code 10 with PDP
  • Date of issue : 26/10/2011

Timeline

Digital Support Administrator

MTN
01.2008 - 01.2023

Inbound Call Centre Agent

MTN
10.2004 - 07.2008

Cellphone Consultant

Edgars Southgate
11.2002 - 10.2004

Matric -

Madibane High School

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Wiseman Zulu