Customer Service Manager
Resume:
*A Park Avenue
Kudu Street
Allen’s Nek
Cell number: 083*******
Email: *********@*****.***
Curriculum Vitae for Bame Yolanda Mothibakgomo
PERSONAL DETAILS
FULL NAMES
Bame Yolanda Mothibakgomo
NATIONALITY
South African
RACE
African
GENDER
Female
ID NUMBER
LANGUAGES
Tswana (Home Language), South Sotho (Read, Speak, Write) English (Read, Speak, Write), Afrikaans (Read, Speak, Write)
AVAILABILITY
4 weeks
CONTACT NUMBERS
WORK TEL:
CV LAST UPDATED
May 2016
EMAIL ADDRESS
*********@*****.***
QUALIFICATIONS
Institution
Qualification
Year
Torque IT
IT Service Management
Currently Studying
Prometrics
ITIL V3 Foundation
2013
Torque IT
Project Management Foundation
2013
Torque IT
Certified Associate in Project Management (CAPM) (Pending exam)
2013
Havatech
Certification: PC Engineering
A+
N+
Installation, Configuration & Upgrading
Preventative Maintenance
Diagnosis & Troubleshooting
Printers
Basic networking
Operating System Fundamentals
Motherboard, Processor & Memory
2008
Bytes Technology
Learnership: National Certificate in System Support
NQF Level 5
2009
Linux Holdings
Linux Essentials
2008
PC Training & Business College
National Certificate: Information Technology
2002
Mariasdal High School
Matric
Setswana 1st Language (HG) - C
Afrikaans 2nd Language (HG) - B
English 2nd Language (HG) - C
Comm. Mathematics (SG) - C
Accounting - (SG) - D
Typing (SG) - C
2001
ACHIEVEMENTS
Member of the Entertainment Committee – 1998
1st team in Netball, Volleyball and Basketball – 1999 – 2001
Class top Three in Grade 12 – 2001
Award for 3rd position Grade 12 – 2001
Award for obtaining Distinction in Afrikaans in Grade 12 - 2001
Most Promising Player in Basketball – 2001
Most Valuable Player in Basketball – 2001
SRC member – PC Training & Business College - 2002
SRC Member (Head) – Bytes People Solutions 2009
INTERESTS\HOBBIES
Reading novels and magazines
Playing sports: Swimming, Netball, Basketball and Volleyball
COMPANY
Sybrin Systems
EMPLOYMENT DATE
June 2014 – Current
POSITION
Service Coordinator at ABSA
DUTIES
•Manage Escalated Incidents
•Provide timely and accurate feedback on customer complaint/enquiry solution actions to ensure company systems are updated
•Comply with company policies and procedures in resolving customer complaints
•Work as a team with support resources to ensure effective communications relating to operational work, schedules and procedures are conveyed to our customers appropriately
•Develop excellent working relations with our external offices to encourage excellent customer service
•Establishing and maintaining the project documentation library
•Maintaining and integrating project plans
•Coordinating with his/her team members frequently for updates regarding the work in progress
•Monitoring the progress of the project and acknowledging team suggestions
•Scheduling and attending meetings, taking the minutes (and other relevant documentation) and distributing them within the specified timeframe
•Incidents
-Daily follow up on existing incidents to be more proactive and to get quicker resolution
-Monitoring resolution times of incidents to ensure that they stay within SLA times
-Create in conjunction with support resource an incident report for all severity 1 & severity 2’s reported by the customer
Change Requests
-Create change requests
-Follow up on development of Change Requests
-Ensuring testing of all Change Requests
-Managing releases/deployments for Change Requests and fixes
-Create Change Control – Deployment to test & Deployment to Production
-Billing of deployed Change Requests
Conduct weekly meeting with support resources
Preparing weekly report and fiving feedback at weekly support meeting with Support Manager
Attend Monthly service calls/meeting with SLA customers & taking down minutes
Following up on action points from Monthly Service calls
Liaising with Project Managers/Coordinators when projects are nearing the handover phase
Project Steerco meetings (monthly)
Schedule Project Steerco meetings, invite attendees and ensure diary availability
Take minutes at Steerco meetings; distribute minutes of Steerco meetings.
Maintain and complete all project related documentation
COMPANY
Mweb Business
EMPLOYMENT DATE
April 2011 – May 2014
POSITION
Escalations Consultant
REASON FOR LEAVING
Moving to a new company
DUTIES
•Manage Escalated Incidents
•Ensuring feedback is given to all relevant parties
•Resolution is achieved on the escalation within acceptable timeframes
•Interact with team managers and department heads to ensure successful closure of incidents
•Manage escalations logged to Suppliers (.e.g Telkom, Neotel)
•Ensure Incidents are logged to Telkom and other suppliers
•Follow up with suppliers for feedback and escalate if supplier is not within SLA
•Daily collecting of statistics for escalations
•Investigating and resolving customer queries originating through Hello Peter, Facebook, TwitteCompur, Google+ and other social channels
•Working with other departments in order to facilitate great customer service and build processes and procedures that
•Capturing all customer feedback, allow analysis and trending, provide recommendations to improve products and provide excellent customer service.
COMPANY
MWEB Business
EMPLOYMENT DATE
May 2009 – March 2011
POSITION
Technical Support Agent
REASON FOR LEAVING
Promotion to a new position
DEPARTMENT
DUTIES
Responsible for first line support at MWEB Business Technical Support Centre
Support different MWEB/Tiscali SMTP mail Servers including those of SAIX
Resolving all DNS queries & mapping/pointing of A, MX, WWW and CNAME records to specific servers as per request by the corporate client.
Support all connectivity forms offered by MWEB i.e. ADSL (Capped & Uncapped Solutions), Vodacom 3G, Iburst, dial up. For ADSL uncapped solutions, we liaise with Internet Solutions (service provider) for various remedies.
Assisted client with configurations & IT resolutions on all aforementioned connectivity forms on a daily basis
Resolving all Technical <connectivity> & Accounting queries by clients
Configuring dialup connections, Internet & Email settings on any computer Operating System
Liaising with other network administrators on interconnection issues.
Maintain personal professional development in own field of expertise by attending to related training seminars.
Logging of faults on Oracle
Escalation of faults within SLA
Communicating status of faults
SLA Management
Setting up and installation of routers – Cisco, Netgear, Billion – Set up & removing of NAT, DHCP from CISCO routers, Access Lists and Troubleshooting, setting up VPN [MPLS and ADSL] as well as troubleshooting.
Administration of Billion VPN Routers
Configuring of Billion 7401/2 VGP VoIP routers, Linksys Wag54G
Linux and Networks, finding clients on core routers.
Basic Overview of NAT, NAT translations & clear NAT translations
Handle technical escalations delegated by Line & Departmental Management.
Client Services
Manage and handle feedback/ complaints.
Update any requests made by the customers into the system to complete the task.
Receive customer calls of requests for products and services
Responding to customer inquiries and making sure that any problems they are experiencing are resolved
Assist clients with account inquiries/maintenance and process account transactions
Provide customers with account information and correct balances.
COMPANY
Compu-Genesys
EMPLOYMENT DATE:
November 2008
POSITION
PC Technician
DEPARTMENT
DUTIES
. Assessment of PC's
. Software installations
. Replacement of defective hardware
REASON FOR LEAVING
1 month contract
COMPANY
Roos Security Services
EMPLOYMENT DATE
September 2004
POSITION
Switchboard Operator
REASON FOR LEAVING
Contract ended
DEPARTMENT
DUTIES
Routing all incoming and outgoing telephone calls placed through the switchboard.
Route emergency calls appropriately
Page individuals to inform them of telephone calls using interoffice communication equipment.
Place telephone calls and arrange conference calls as instructed
Monitor alarm systems in order to ensure that secure conditions are maintained.
Contact security staff members when necessary, using radio-telephones
Answering incoming calls, providing information, transferring calls and taking messages as necessary.
COMPANY
PC Training and Business College
EMPLOYMENT DATE
2002 July – December
POSITION
Admin clerk (Part time)
REASON FOR LEAVING
Completed my studies
DUTIES
Filing and posting of all learner accounts
Phoning for all outstanding documents on a weekly basis
Assist other providers with required documents
Monthly assessment & updating of Age Analysis
Assist with monthly accounts
Took minutes at the meetings, put them in a MS Word document send them
Answer telephone, computer work (MSOffice), take messages
Filing of documents, orders, processing, sorting mail
Performing clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail
REFERENCES
Name
Sanjay Pather
Company
Mweb Business
Position
Team manager
Contact Numbers
Name
Mrs Chishamiso Mundoma
Company
Bytes People Solutions
Position
System Support Trainer
Contact Numbers
011-***-**** (w) /083-***-**** (c)
Name
Itumeleng Mosidi
Company
Compu-Genesys
Position
PC Engineering Consultant
Contact Numbers
072-***-**** (c)
Name
Deviaka Coopoosamy
Company
Mweb Business
Position
Advance Support Team Manager
Contact Numbers
Name
William Moseley
Company
Sybrin Systems
Position
ABSA Team Lead
Contact Numbers
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