C* General

NTOMBI NQAQU

Email address: ad43p1@r.postjobfree.com

Contact number: 083*******

Soweto, Protea Glen Ext.16

EXPERIENCE

CURRENT:

FTTx ESCALATION SPECIALIST, VODACOM

− Manage end-to-end customer escalations ensuring the first-time resolution of all escalations Maintain optimal resolution and turnaround times

− Analyse customer escalations trends and identify process or system improvements

− Provide root cause analysis for escalations and implementing effective improvements

− Interpret and analyse management information and statistical reports related to escalations and propose action plans

− Provide high-quality support and service to external and internal clients

− Ensure prompt facilitation/feedback from the relevant resolution channel within the agreed SLA’s

− Identify possible improvements to be facilitated in accordance with the outcomes of the queries

− Execute and meet the outputs in accordance with strategic targets Key Performance Indicators:

− Resolution of issues within SLA (90% of the time)

− Escalation to 2nd line support within SLA

− Pursuing RCA on all escalations

− Addressing training needs where applicable

01-10-2007 until 30-04-2021

MOBILE DATA & FTTX SUPPORT CONSULTANT, MTNSA

− Capturing sales applications and preparing Fiber quotations.

− Updating new and existing Fiber customer details.

− Validated raw data for billing disputes & refund for reconciliation.

− Processed invoices for devices and services according to contractual terms.

− Providing instant solutions for FLTE, FTTx & Data connection issues i.e. WIFI, Modem, VoIP and handsets as a modem/personal hotspot.

− Running diagnostic and ping checks for connection issues before escalating to Front

& Back Office.

− Doing support on SMTP, pop3 and imap server settings.

− Creating and maintaining accurate database of all pending and resolved issues for reporting purposes.

C2 General

01-08-2019 until 31-07-2020 (SECONDMENT POSISTION) BACK OFFICE SUPPORT ADMINISTRATOR SPECIALIST, MTN FINANCIAL SERVICES

− Responsible for the effective management and analysis of the Mobile Money lifecycle and ensuring the integrity of the process.

− Investigate and assess alerts relating to potential money laundering risks in the organization.

− Conduct independent research to gather and record data from internal systems, commercial databases, and the Internet.

− Handling due diligence investigations to support policies and procedures.

− Conduct investigations based on global standards, policies, tools, and procedures to ensure compliance with internal and external regulatory requirements

− Review PEP and Sanction triggers of possible matches

− Onboarding new customers and agents on Athena KYC and creating profile on ECW

− Perform daily testing on all ECW features (cash-in, cash-out, airtime, bills, purchases, merchant payments)

− Conduct Compliance Review, Analysis and Monitoring.

− Prepare regulatory compliance reports concerning Anti-Money laundering and other legislation.

− Effectively resolve internal and external customer’s queries and complaints and maintains an 80% and higher customer satisfaction rating.

− Systems used: Athena, CSNMS, Egain, Siebel

EDUCATION

CERTIFICATE IN RISK MANAGEMENT, DAMELIN COLLEGE Currently Studying BACHELOR OF BUSINESS ADMINISTRATION, RICHFIELD GRADUATE INSTITUTE OF TECHNOLOGY 2017 until 2020

Major: Accounting

Entrepreneurship & Small Business Management,

Strategic Management, Project Management,

Total Quality Management, Research Methodology

Business Statistics, Business Ethics, Business Economics, Human Resources Management, Business Management

Industrial Psychology, Commercial Law.

CERTIFICATE IN PRINCIPLES OF PROJECT MANAGEMENT, UNIVERSITY OF THE WITWATERSRAND Nov-2019 until Mar-2020

Introduction to Project Management, Project Feasibility and Selection, Project Scoping, Project Definition, The Project Preliminary Schedule, Project Executions, Monitor and Control, Project Close. C2 General

CERTIFICATE BASIC BUSINESS ACCOUNTING, UNIVERSITY OF THE WITWATERSRAND Jul-2018 until Nov-2018

Introduction to business accounting, Introduction to VAT &Tax Introduction Internal Auditing, Cash and Creditor’s Invoice Cash Book, Debtor’s Ledger, Creditor’s Ledger

Salaries and Wages, Introduction to VAT &Tax

Introduction Internal Auditing, Practical construction of financial statements DIPLOMA IN BUSINESS MANAGEMENT, OXBRIGE ACADEMY

Jun-2013 until Dec-2014

Financial Management, Management Principles

Marketing Management, Legal Principles

MATRIC, M H JOOSUB TECHNICAL HIGH, 1997

English, Afrikaans, Accounting

Business Economics, Geography, Biology.

SKILLS

• Strong sense of Ethics

• Flexible & Adaptive

• Analytical and Problem-Solving Skills

• Attention to details & Accurate

• Communication Verbal/Oral

• Technical & Accountable

• Positive Attitude & Leadership

• Interpersonal Skills

− Always volunteering for new projects at work to show that I am dedicated at helping others

− Gym member to demonstrate my long-term commitment

− Chairperson for my street committee as part of my leadership skills

− A choir and food pantry member at church

Contact this candidate