Customer Service Manager
Resume:
CURRICULUM VITAE
PERSONAL DETAILS
Surname:
Sibiya
First Name:
Nthabeleng Pecunia
Home Address:
*** ********** ******* ********* ****
Cell Number:
**********@*****.***
Additional Contact Numbers:
Age:
38
Date Of Birth:
1978/03/04
Nationality:
African
Id Number:
780-***-**** 080
Marital Status:
Married
No. Of Children:
Two
Home Language:
Driver’s License:
IsiZulu
C1- Expiring Date: 04/04/2017
Other Languages:
English, Sotho, and IsiXhosa
Transport:
Own Transport
Hobbies:
Cooking, listening to music, netball and movies
EDUCATION AND TRAINING
High School:
Aron Moeti Secondary School
Highest Standard Attained:
Grade 12
Dates:
1997-1998
Subjects:
English
IsiZulu
Afrikaans
Physical Science
Mathematics
Geography
Biology
OTHER EDUCATION
College:
Absa City Campus
Course :
Computer literacy (Certificate)
Date of course:
April 2002-September 2002
Subjects:
Entrepreneurship
Typing
Understanding Business
Intro to PC
PowerPoint
Excel
Window 95
Outlook Express
Word
Interpersonal Skills
College:
Cornerstone HR
Course :
Call Centre (Certificate)
Date of course:
Subjects:
History to call center
In and out bound call
Customer Service
College:
Quest Computer Skills Centre
Course:
Personal Assistant (Diploma)
Date of course:
28 Feb - 04July 2009
Subjects:
MS Office: -
Ms Word (Beginners – Advanced)
Excel (Beginners – Advanced)
PowerPoint (Beginners – Advanced)
MS Outlook
Windows & File Management
Typing
Business Documentation
E-Mail & Internet
Minutes And Quick Writing
Collage: Quest Computer Skills Centre
Course: Basic Bookkeeping and Pastel
Duration: 18 – 28 February 2013 (Short Course)
Subject: Basic Bookkeeping, Basic Pastel, Creditors and Debtors.
Institute: Torque IT
Course: Itil Foundation (Currently studying.)
EMPLOYMENT HISTORY
Employer: XON Systems (Midrand)
Position: Service Desk Administrator (Helpdesk)
Department: Service and Support
Duties: Participate and assist in driving the knowledge management process, Lead and participate in projects, Develop and
Demonstrate and understanding of customer and business
Needs, resolve escalated customer and vendor issues
Resolve daily issues of a complex scope that impact the team and overall business objectives,
Log and manage internal and external calls. Manage resources for optimal performance - consist
of resource management for incoming customer inquiries,
projects, administrative work -
Maintain a high level of employee morale within the team.
Obtain equipment, tools, and space needed to allow team
members to adequately support the customers.
Develop and enhance cooperative interdepartmental and vendor relationships and communications.
Manage the creation, distribution and analysis of operational,
business and financial reporting where necessary.
Participate in and drive participation of the Help Desk in the organization’s change management process.
Responsibilities:
Log calls (internal and external)
Resolve and escalating problems
Assign calls to the correct technicians/Project Manager
Manage logged calls
Generating report
Service desk administrations
Date of Service: 28/10/2013 – 28/10/2016
(Retrenched)
Employer: XON Systems – (OR Tambo International)
Position: Project Management Admin Support
Duties: Co-ordinations of the provisioning of IT services to client
Quality management on all administrative duties required -Job card and project plan
Administrative support
Ekurhuleni - Opening calls, assigning call, closing calls, weekly maintenance and monitoring and monthly invoicing,
Store room responsibilities - receiving stock, ordering stock,
Allocating stock for project and maintenance, ordering tools
And taking care of store room all the time not to lose material. (Stock loss).
ACSA – log calls for maintenance, screening of phone calls, takings of messages, closing calls, and update maintenance spread sheet daily, Submission of staff leave forms, Supervision general assistants, submission of their time sheets, ordering of groceries and stationery and receptionist.
Date of Service: (November 2012 – October 2013)
Employer: XON INFRASTRUCTURE – (Ekurhuleni Municipality ICT)
Position: Project Management Admin Support
Duties: Co-ordinations of the provisioning of IT services to client
Quality management on all administrative duties required -Job card and project plan
Administrative support
Opening calls, assigning call, closing calls, filling, weekly maintenance and monitoring and monthly invoicing.
Reason for leaving: (Growth Within the company)
Date of Service: November 2011 – November 2012
Employer: Link Market Services
Position: Data Capturing and Call Centre Agent
Duties: Updating shareholders personal information, requesting –
Missing documents from shareholders, checking shares for shareholders
Date of Service: October 2011 – November 2011
Reason for Leaving: (I got a Permanent Job)
Employer: IEC
Position: Voters Roller Officer
Duties: Checking ID number and comparing them in the system,
Verifying ID photos, sorting ballot papers, confirming
Stamped ballot papers, reconciling all the ballot papers
Customer service
Date of Service: 18 May 2011 (1 day contract)
Employer: Izibuko Primary School (Volunteering)
Position: Office administrator
Duties: Answering calls, making copies, typing question papers
Taking minutes during meetings, ordering stationery
Registration of new students, typing letter to parents
Date of Service: Feb 2011 – April 2011
Employer: XON Infrastructure (O R Tambo International Airport)
Position: Office Administrator
Duties: Marking register, updating time sheet, working with
Different projects and order material.
Daily feedback to line manager to authorize orders and to
be signed off by client.
Minute taking during meetings.
Daily reporting maintenance.
Updating maintenance on the ITSM system as well as
Invoicing maintenance calls monthly.
Answering incoming calls.
Date of Service: 16 February 2010 – 28 January 2011 (Contract)
Employer: The Creative Counsel (TCC)
Position: Project Assistant
Date of Service: 01 October -31 October 2009
Duties: Calling promoters, calling the stores, allocating, payments
Promoters and Checking promoters if they have stock
Employer: The Creative Counsel Group (TCC)
Position: Call Center Agent (Vodacom RICA)
Date of Service: 23 July 2009-31 September 2009
Duties: Customer Service, inbound and outbound calls, Data
Capturing, Administration and Vodacom Services.
Employer:
Edcon (Edgars The Glen)
Position:
Receptionist / Switchboard Operator
Alcatel Board (22 ext, and 8 lines)
Siemens ( 44 ext, and 11 lines )
Dates Of Service:
2005 March – June 2009
Duties:
Management diary
Handling in and out bound calls
Scheduling Customer Service staff
Filling
Basic Admin
Faxing
Forwarding Mails
Department roster
Reason For Leaving:
Resigned
Employer:
Edcon (Edgars The Glen)
Position:
Credit Office Associate / Customer Service Agent
Dates Of Service:
2004 Jan-Feb 2005
Duties:
Customer Service
Accounts Queries
Accounts Payments
Processing Refunds
Reason For Leaving:
Growth within the Company
Position:
Credit Office Associate / Customer Service Agent
Dates Of Service:
2004 Jan-Feb 2005
Duties:
Customer Service
Accounts Queries
Accounts Payments
Processing Refunds
Reason For Leaving:
Growth within the Company
REFERENCES
Company:
Edcon (Boardman’s) Southgate
Contact Name:
Mr. Mduduzi Mazibuko (Store Manager)
Contact Number:
011-***-**** /17
Company:
Edcon (Edgars Eastgate Mall)
Contact Name:
Mr. Mphumzeni Gasa (Credit Manager)
Contact Number:
Company: Independent Electoral Commission
Contact Name: Miss Mando Mbhatha (Credit Manager)
Contact Numbers: 011-***-**** Ext 208 / 072-***-****
Company: XON (OR Tambo International)
Contact Name: Mr. Gert (Presiding Office)
Contact number: 076-***-****
Company: Carlysle Human Capital
Contact Name: Mrs. Heidi Burger (Manager)
Contact Details: 012-***-**** (Office)
082-***-**** (Cell)
Company: XON (Midrand Head Office)
Contact Name: Pierre van der Merwe (National Service Manager)
Cell number: 083-***-**** (Cell)
Office number: 011 237 - 4593
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