CURRICULUM VITAE OF NOLUTHANDO NDZULU

Address: * ******* ********, *** ******, Centurion, Gauteng 0157 Mobile: 082-***-****/069-***-**** Email: ad45gl@r.postjobfree.com PERSONAL DETAILS

Home Language : Xhosa

Other Languages : English, Zulu

Driver’s licence : Code 10

PERSONAL PROFILE

An organised, result-oriented customer service professional. Competent in building customer relationships with confidence and loyalty. An efficient individual with influencing skills. Able to adapt well to new environments and learn new processes quickly to achieve outstanding results. CAREER OBJECTIVE

To secure a challenging position within a growth-oriented environment where I will be able to use my skills and experience in the best possible way for achieving the company’s goals.

WORK EXPERIENCE

Shoprite Holdings LTD from 04/12/2023 to Current

IT Service Desk Operator

• Answering Calls

• Assisting with First Line Support

• Raising incidents/service requests

• Resolving incidents/escalating Incidents

• Follow up and update incidents

• Reported incidents must be resolved or a workaround must be found within agreed SLA (service level agreement)

• Use remote tools effectively

• Deal effectively and timeously with customer complaints and ensure that complaints are resolved or escalated in line with agreed standards

• Act in a customer-centric manner that is in line with the service code.

• Meet and exceed the requirements of internal and external customers. CURRICULUM VITAE OF NOLUTHANDO NDZULU

• Ensure all correspondence related to IT issues is updated on time on the help desk software/application

BCX from 13/12/2021 to 30/07/2022

Administrator

• Provide administrative support for all 3G top ups and mobile.

• Monitoring and attending to calls logged on bmc helix (ITSM) within SLA.

• Top up staff data on APN Manager and 3rd party application.

• Troubleshoot network connectivity.

• Create new user profiles on APN Manager.

• Arrange sim swaps where required.

• Receive and handle 3G email queries and responding to them.

• Capture mobile billing.

• Manage emails, phone calls and other forms of correspondence.

• Assist colleagues whenever there is an opportunity to do so. BCX - from 01/05/2018 to 31/03/2019

Technical Officer

• Testing and resolving incidents.

• Resolve fault tickets logged as per procedure and SLA.

• Troubleshoot and diagnose data fault and voice faults/incidents.

• Liaise with technical team and network administrators.

• Internet support and troubleshooting.

• React to effecting and non-effecting services within time frame.

• Perform escalations as required.

• Engage with corporate customer third parties, other testing centres and give updates to the customer.

• Reset username and password as per customer request performing security check first.

• Monitor remote access solution to customers using VPN and MPLS.

• Perform troubleshooting end to end between two sides.

• Complete incident management on ITIL based CRM and Telkom systems.

• Maintain the relevant client's services based on client's service level agreement (SLA).

• Operate in different testing systems for vast range of services to meet customer's satisfaction.

Telkom SA - from 01/08/2011 to 30/04/2018

CURRICULUM VITAE OF NOLUTHANDO NDZULU

Customer Service Representative

• Answering incoming calls

• Receive and review customer applications from various channels

• Create orders and process quotations

• Responsible for billing and porting of all business commercial applications

• Dealing with requests and projects for all voice and data services on Fixed, Mobile, Fixed Mobile Convergence and Customer specific solutions across Business, Corporate and Government segments.

• Manage customer queries, billing disputes and feedback interacting with customers, sales department, technical team, IT and credit management teams

• Handle and enable customer contractual agreement

• Ensure data integrity on all applicable systems

Telkom SA - from 01/03/2007 to 31/07/2011

Call Centre Agent

• Answer incoming customer calls and provide support or redirect calls as needed.

• Attend to client queries.

• Address applications received via email and fax from customers.

• Consult with customers for additional information when required.

• Escalating outstanding requests.

• Processing of quotations.

• Investigate outstanding applications.

• Data capturing.

EDUCATION

1. Cape Peninsula University of Technology

Bachelor’s Degree in Business Administration - 2015 2. Cape Peninsula University of Technology

National Diploma in Information Technology – 2006

TECHNICAL SKILLS

• Good communication

• Telephone Etiquette

• Knowledge of Information Technology Service Management system

• Best service desk practices

• Investigative

CURRICULUM VITAE OF NOLUTHANDO NDZULU

• Time management

• Staying cool under pressure

• Goal-oriented focus

• Customer Service

• Analytical

• Interpersonal

• Teamwork

• Creative Problem solving

INTERESTS

• Running

• Reading

• Health Talks

• Volunteer work

• Music

EXTRA MURAL ACTIVIES

• Member of Sleekgeek Health Club

• Member of Just Running Athletics Club

• Former member of Miway Warriors Athletic Club

• Former member of Khayelitsha Athletic Club

REFERENCES

1. Catherine Sephiri

Service Desk Manager - Shoprite Holdings LTD (Furniture Division) Mobile: 065-***-****

Email: ad45gl@r.postjobfree.com

2. Monique Goosen

Services Supervisor - BCX

Mobile: 065-***-****/011-***-****

Email: ad45gl@r.postjobfree.com

3. Thula Miya

Operations Manager - BCX

Mobile: 081*******

Email: ad45gl@r.postjobfree.com

4. Stephan Swart

Operations Specialist - Telkom

Mobile: 021-***-****/021-***-****

Email: ad45gl@r.postjobfree.com

Contact this candidate