Yolisa Mankumba
Ms
Johannesburg
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience..Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
1
1
year of professional experience
Work History
Technical Support Representative
Quantanite( Enel X)
07.2023 - Current
- Strengthened relationships with key clients by providing consistent high-quality service, leading to increased account retention rates.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Responded promptly to emergency after-hours support calls, ensuring minimal downtime for customers experiencing critical issues.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Monitored systems in operation and quickly troubleshot errors.
Customer Service Representative
Quantanite (Herff Jones)
03.2023 - 05.2023
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Chief N Z Mtirara SSS
Eastern Cape11.2015
Skills
Technical Support
Application support
Systems Analysis
Customer Service
Information Protection
Desktop support
Ticket management
Remote Support
Multitasking Abilities
Timeline
Technical Support Representative
Quantanite( Enel X)
07.2023 - Current
Customer Service Representative
Quantanite (Herff Jones)
03.2023 - 05.2023
Chief N Z Mtirara SSS