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Customer Service Manager

Johannesburg, Gauteng, South Africa
November 20, 2018

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Chandre Habana

Cover Note

To whom this may Concern

I am a 25 year old female who has been working in the IT industry for the past 4 years I have various amounts of experience in the Field. I Matriculated in 2010 and took some time off deciding what it was I was going to do for the rest of my working life. I immediately fell in love with IT and so the journey began, I am willing however to take on any challenge or job different from the above to grow and learn more.

I have experience in customer care as well as customer service my first position at Liberty Life was as a technical support technician which consisted of me answering calls and assisting customers with any and all technical issues from troubleshooting to investigating to restoring customers' desktops and laptops so they could perform their duties. I provide first line support and touched base with some second line support work which consisted of more in-depth troubleshooting and the resolution time was slightly longer. My job was to always ensure that I meet customer satisfaction as well as any and all service delivery demands. My assistance to my customers did not only consist of me assisting them telephonically but also via email or in person.

My second position at Liberty Life which is my current Position I was promoted to QA Administrator in June 2016 and have been there ever since my job currently consists of me working closely with management and business to ensure that I provide not only the service support technicians with relevant feedback but as well the business.

My job on a daily basis consists of me constantly monitoring the customer performance the technicians provide to customers I also produce and analyze reports and give feedback I've done numerous word documents on different procedures to assist the technicians to provide better service. In my four years at Liberty Life I've worked on little projects and have had the pleasure of these projects been a success.

I have drive and passion for the work I do and I great hunger to learn and grow to continue in the field of my choice and to make a great career out of it. I always ensure that I do well and give my very best towards my work.

I do believe that all of the above in conjunction with my employment history makes me the ideal candidate for any position handed to me. I believe I have plenty to offer and can and will be a great asset to a company.

Please do peruse my CV for my employment history and work experience I look forward to any opportunity given.

Chandre Habana

Curriculum Vitae


Surname Habana

Name Chandre Tamryn

Nationality South Africa

ID Number 930**********

Languages English / Afrikaans

Domicile Randburg/Johannesburg

Nationality South African

Health Excellent

Marital Status Single

Dependents None

Criminal Offences None

Religion Christian

Availability 30 Days’ notice period

Contact Details 074*******

Home 011-*******

Email Address


High School Rand Park High

Year Completed 2010

Highest Grade Completed Grade 12


MS Windows 2000

MS Windows 10


Vista 7, 8.1,10

MS Office 2003, 2007, 2010, 2013, 365

MS Windows Server








Company Liberty Life

Total Employment Duration Sept 2014 to Date

Employment Duration June 2016 to Date

Position QA Administrator

Duties and Responsibilities Draft quality assurance policies and procedures

Interpret and implement quality assurance standards

Evaluate adequacy of quality assurance standards

Devise sampling procedures and directions for recording and reporting quality data

Review the implementation and efficiency of quality and inspection systems

Document internal audits and other quality assurance activities

Investigate customer complaints and non-conformance issues

Analyse data to identify areas for improvement in the quality system

Develop, recommend and monitor corrective and preventive actions

Prepare reports to communicate outcomes of quality activities

Identify training needs and organize training interventions to meet quality standards

Coordinate and support on-site audits conducted by external providers

Evaluate audit findings and implement appropriate corrective actions

Monitor risk management activities

Responsible for document management systems

Assure ongoing compliance with quality and industry regulatory requirements


Job Related Knowledge

experience with implementation of corrective action programs

product or industry-specific experience

strong computer skills including Microsoft Office and databases

knowledge of tools, concepts and methodologies of QA

knowledge of relevant regulatory requirements

Key Skills:


Excellent technical skills

Organizational skills

Planning skills

Interpersonal skills

Communication skills

Problem solving skills

Team working skills

IT skills

Communication skills.

Employment Duration September 2014 to May 2016

Position Technical Support Agent

Duties and Responsibilities The IT Service Desk is the central point of contact for all IT related incidents and service requests

The role of the Desktop Support Technician is to provide second line support for all staff and Intermediaries

The Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands

IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service


To diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications

To assist all our users with any logged IT related incident when called upon

To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary

To accurately record, update and document requests using the IT service desk system

To install and configure new IT equipment

To resolve incidents and upgrade different types of software and hardware to resolve incidents with printers, copiers and scanners

To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner

Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization

Job Skills

-Good Telephone manner and verbal communication skills

-Technical product knowledge


-Commitment to Personal Growth


-Networking and Connecting to People


-Personal Resilience

Team Work

Reason for Leaving Benefits and better opportunity

Company Aki Fee Clothing

Employment Duration September 2014 to August 2014

Position Sales Assistant

Duties and Responsibilities Sales

Customer service

Stock take

Filing & Invoicing

Reason for Leaving Contract position


Linda Gopal:

Line Manager

Contact Details: 083*******

Neil Chan Henry:

IT Manager

Contact Details: 083*******

Lizette Quyn:

HR Manager:

Contact Details: 082*******



I am a very determined person who strives to do my best at any job given to me. Very well spoken. I enjoy doing and learning about new things. Always plan and organize tasks at hand structurally, so that things always run through smoothly. I am a self-starter with an eye for detail. Innovative and highly motivated!

My desired goal is to succeed in an environment of growth and excellence and earn a job which provides me job satisfaction, self-development and help me achieve personal as well as organization goals. In most of my career experiences, I’ve always been giving the responsibility for tasks which are more advanced then what I am qualified for, because I am such a hardworking and always determined to do my best for work that is at hand. I have occupied various positions like in marketing recruitment, co-orindatinating and general administrative work. Working within these fields requires one to be creative, use initiative and strategically plan and organize when it comes to work ethic and result demands.

There is and always will be lots to be learnt and I look forward to new learning opportunities and own set of challenges that comes along with the role. I am a very energetic person, very decisive and direct, an instinctive leader, good communicator, able to function successfully with heavy workloads and always welcome challenges without fear. I am a fast learner and given the skills and knowledge that I already possess, I believe that I will be able to add value to the success of any business.

Recommendation Letter

20 August 2015

To Whom It May Concern:

It is my great pleasure to write this letter of recommendation for Miss Chandre Habana. I have had the pleasure of viewing Miss Habana’s professional development over the past year, and I can state with confidence that she is a motivated and responsible person with a high degree of integrity. As such, I expect that she will be a very positive addition to your organisation.

As the team lead of the Liberty 2000 help desk, I feel that I know Miss Habana quite well. She is currently working as a help desk agent in our company’s IT Department. In this role, she had a considerable amount of responsibilities, and she handled them effortlessly. She showed her skills to communicate with both customers and internal staff, and due to her dedication and attention to detail, our department saw an increase in call resolution during this period.

Miss Habana takes the initiative to identify problems and devise solutions. Her role requires strong communication skills, and she has shown that she not only has these skills, but that she also has the ability to inspire respect and cooperation in teammates. She has shown that she is a very intelligent person with a mind well-suited to the world of business and management.

I therefore highly recommend her to your organisation without reservation. I sincerely hope that you give her application favourable consideration. If you need any further information about Miss Habana, please do not hesitate to contact me.


Theo Kekana

IT Help Desk Team Lead


Reference Letter for Chandré Habana

To whom it may concern:

I highly recommend Chandré Habana as a candidate for employment. Chandré was employed in the Service Desk, via a third-party contractor Quyn, first as a Service Desk Agent (25 September 2014) and later as a Junior QA Administrator (1 June 2016).

As a service desk agent Chandré was responsible for answering and resolving calls on the Staff IT Service Desk. As a QA Administrator, she was responsible for the quality assurance of all tickets logged via phone, email and the online portal. This included checking of work logs, trouble shooting, category selections and assignments of tickets. She had to ensure that messages were updated on the SD phone lines for all major outages when they occurred. Chandré took responsibility for the compliments and complaints email box and had to attend to all queries and complaints. She consolidated the Monthly QA performance report for the QA area.

Chandré has excellent communication skills. In addition, she is organized, reliable and computer literate. Chandré can work independently and is able to follow through to ensure that the job gets done. She is flexible and is willing to work on any project that is assigned to her.

Chandré would always volunteer to assist in other areas of the company operations.

If you have any further questions regarding her background please do not hesitate to call me.


Linda Gopal

QA Manager (Liberty IT Service Desk)




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