Manager Customer Service
Resume:
PO Chiawello
E-mails -ac1u83@r.postjobfree.com
Mr Aaron Phambukwazi Ngema
Date of birth : 02 December1977
Identity Documents number: 771**********
Drivers Licence : None
Language Proficiency: English, IsiZulu, IsiXhosa and South Sotho
Educational
Background
Stheku High School 1996
Grade 12
Subjects: Agriculture, Biology, English, Afrikaans, IsiZulu
and Mathematics
Formal Qualification
Status
University of Johannesburg
2003/01-2007 Baccalaureus Administration ( B ADMIN Degree: General)
Major Subjects: Public Administration, Municipal Administration and Economics
Subjects Passed: Public Administration 3,Municipal Administration 3, Economics 3, Public Law 2, Political Science1, Communication English, Business Statistics1, Foundation Mathematics and End User Computer
Completed
Formal Qualification
Status
CCNA - ICNDI
Major Subjects: Understanding Networks and their Building Blocks, IP Addressing and Subnets, Introduction to Cisco Routers, Switches and IOS, Introduction to IP Routing, Introduction to OSPF, Switching and Spanning Tree Protocol, VLANs and VTP, Access Lists and Network Address Translation (NAT)
In Progress
Achievements
Indwe Development Skills
Financial Management
Distinction in Economics 3
Degree in Public Administration
Best Agent Nominated by customer
Certificate of Participation in Customer’s First Project
Short Term Insurance at NQF Level 4 with 32 credits
4 Credits
Interests and Hobbies
Reading news papers
Listening to talk shows
Soccer and Cricket
Computer Skills
Systems
Ms Word ( Basic to Advanced)
Ms Excel ( Basic to Intermediate)
Ms Power point
Intranet
Outlook
Internet
BCS System
CBS
I90 System
Quote Master
Clarify System
Unibase System
Customer Business System
Telkom Internet Management Tool
Knowledge Management System
T Agent System
X act –Telkom Xdsl Activation
IP Activator System
EA Escalation Uatomation
Voice Test System
T-Logger System
Personal
attributes
Customer service orientation
Deadline oriented
Flexibility
Assertiveness
Ability to work as part of the team
Committed
Can work independently
Customer centricity
Interpersonal Skills
Time management
Ability to manage change
Leadership ability
Problem solving
Ability to consistently deliver quality service
Decision making
People management
Listening skill
Customer centricity
Solution Oriented with proactive appraoch
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Aegis
Technical Support Agent & Trainer
Answering inbound calls
Logging faults
Concentrating on resolving issues and finding the root cause of the issue
Escalating issues and Transferring customers to relevant department
Tracking and closing queries, incidents, problems and requests for service from relevant departments
Adsl Help Desk Supporter (Call Centre)
Telephonically Providing Support and assisting customer that has Adsl Helpdesk Issues
Checking Adsl Line if is Synchronizing and if Line is Verified to connect on Internet
Assisting Customer that are using Vista, Windows XP and Window 7 to Setup Internet Connection, Wireless and DNS Servers
Assisting and supporting customers/clients diagnose and resolving technical hardware and software issues e.g. Internet Access and E-mail Problem.
Help Customers to install Modems, local area network cabling and to Configure Modems settings and Resetting ISP username and password
Check speed on ADSL Checker
Trouble shooting
Wireless setup
Physical connection
Recreate a port
WCDMA Trouble shooting
FTTH Trouble shooting
FTTX assisting
LTE Connection
Training
Training colleagues how to use systems
How to resolve queries
How to escalate queries
April 2015 till present
Telkom
Technical Support Agent & Trainer
Answering inbound calls
Logging faults
Concentrating on resolving issues and finding the root cause of the issue
Escalating issues and Transferring customers to relevant department
Tracking and closing queries, incidents, problems and requests for service from relevant departments
Adsl Help Desk Supporter (Call Centre)
Telephonically Providing Support and assisting customer that has Adsl Helpdesk Issues
Checking Adsl Line if is Synchronizing and if Line is Verified to connect on Internet
Assisting Customer that are using Vista, Windows XP and Window 7 to Setup Internet Connection, Wireless and DNS Servers
Assisting and supporting customers/clients diagnose and resolving technical hardware and software issues e.g. Internet Access and E-mail Problem.
Help Customers to install Modems, local area network cabling and to Configure Modems settings and Resetting ISP username and password
Check speed on ADSL Checker
Trouble shooting
Wireless setup
Physical connection
Recreate a port
WCDMA Trouble shooting
FTTH Trouble shooting
FTTX assisting
LTE Connection
2011 November till 2014 December
Retrenched
Liberty Life
Financial Advisor Assistance
Calling Client for missing information
Data Capturing (Capturing of policies on system)
Sales
Quotation
Filling
Amendment
Emailing
Doing Analysis
2010 September till 2010 December
Temp
Orico
Commercial Administration
Data Capturing, premium, migration of policies
Filling papers and binding of policies
Printing
Policy Amendments
Quotation
Claims Consultant
Handling Claims
Appointing Assessor
Working together with panelbeaters
Advising Client to submit relevant document
Advising Client to give statement on how accident happen
Arranging Breakdown
Make follow up
2009 April till 2010 August
Contract Ended
Indwe Risk Services
Sales and client service consultant
Writing new business /Selling
Loading Policies
Filling
Calling client to get missing information
Calling insurer to confirm claim history of a client
Quotation on Quote Master and BCS System
Posting policy schedule
Validating and posting policy schedule on I90 system
Endorsement of policies on I90 and BCS system
Policy amendment
Advise client
Handling claims
2008 April till 2009 March
Contract Ended
Knight Watch Security company
Supervisor
Posting security officers, Checking post time to time and
Reporting to control room
2003 - 2005
Retrenched
Timber city
Labour
Assembling Cupboard, Cutting, Edging and Delivering
2002 March till 2003 January
Contract Expired
Vanessa Promotion Company
Sales
Promoting product ( Ceres Juice, Rally Car polish,Liquid fruit)
1999 March till 2000 September
contract expired
References
Contact
Company
Position
Contact
Company
Position
Contact
Company
Position
Lungile 011-***-****
Telkom
Manager
Busi 081-***-****
Orico/Indwe
Manager
Samuel 011-***-****
Orico/Indwe
Manager
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