Nonkululeko Magida

Hatfield, Pretoria, **** Email: ad4sto@r.postjobfree.com

Cell: 067*******

LinkedIn: https://www.linkedin.com/in/nonkululeko-magida-332302183 PROFESSIONAL SUMMARY

Performance-driven customer service associate adept at providing professional non-technical and technical support to clients, improving customer service, and maintaining hardware and software. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and working remotely. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with clients. Competent in various software applications and highly proficient in MS Office Suite. EDUCATION

2020-2023: BEng Industrial Engineering, University of Pretoria [Incomplete] Modules Completed: Productivity, Operational Management, Supply Chain Management, Programming and Information Technology, Information Systems Design, Industrial Logistics, Financial Management, Professional and Technical Communication, Engineering Management, Engineering Statistics, Facilities Planning, Industrial Analysis, Operational Research. 2013-2017: National Senior Certificate, Clapham High school Subjects: Mathematics, Physical Science, English

WORK EXPERIENCE

June 2023 – Dec 2023: Customer Service (SDS) Associate, Amazon

• Consistently provide excellent customer service (top 10% of the site), manage and track performance metrics.

• De-escelating critical customer interactions to provide solutions and ensure customer satisfaction.

• Ensure successful deliveries by supporting customers, drivers, shippers, and delivery service partners.

• Answering questions about a variety of products, assisting customers place orders, use promotions and resolve delivery or product issues, and issue concessions through phone, chat, and/or email.

• Using a variety of tools to navigate and review solutions in real-time, facilitate the flow of information between delivery stakeholders, and communicate effectively with our customers.

• Gathering intelligence to prevent any potential issues that may impact customer experience and delivery performance.

• Investigate and resolve technical problems for delivery stakeholders and customers.

• Assist team members to solve unique issues, and report systemic or critical issues and progress to TM.

• Taking meeting notes for weekly team meeting.

• Ensuring all team members complete training as the team’s training point of contact. As well as, reporting to team manager with the team’s progress.

Oct 2022 – Feb 2023: IT Lab Assistant, Mining Industry Study Centre, University of Pretoria

• Supported non-technical users by investigating and resolving hardware and software issues on workstations, personal computers and printers.

• Answered general user inquiries.

• Setup workstations, performed DHCP multicasting and Macrium Reflect casting and troubleshooted faulty workstations.

• Enforced student computing code of conduct.

• Data entry and Inventory control.

• Collaborated with staff, users and management to establish requirements for new systems or modifications.

• Reported major IT issues or defective products for further escalation.

• Recorded daily activities completed, data communications and remedial action.

• Installed and performed minor repairs to hardware, software, or peripheral equipment, following user manual.

• Monitored daily performance of existing computer systems. Jan 2021 – Dec 2022: Au Pair and Tutor, Private Residence

• Collaborated with students, teachers and parents to determine student needs and develop tutoring plans.

• Helped students to define and plan academic goals and milestones to support progress.

• Worked with students to increase knowledge retention and improve study skills.

• Documented session schedules, material covered and hours worked for reporting and tracking purposes.

• Used online learning platforms to develop lessons, post assignments and communicate with students. Jan 2020: Student Intern, Aurecon

• Summarized and reported on in-depth research on methodologies, techniques and trends to team and management.

• Contributed to brainstorming meetings to develop marketing ideas for collateral and digital content.

• Performed duties as requested by supervisory staff and according to strict timetables.

• Supported team research, analysis and problem-solving using variety of tools and techniques.

• Prepared PowerPoint slides for use in presentations. Jan 2016 – Nov 2017: Waitress, Burning Arrow Spur

• Took food and beverage orders with 100% accuracy.

• Answered customer menu questions and offered suggestions based on individual preferences.

• Answered phones to take orders for customer pick up or delivery.

• Entered orders and processed payments using till system.

• Engaged customers in friendly conversation to build connections and increase satisfaction.

• Addressed and resolved customer concerns quickly, working with management to fix complex issues.

• Maintained knowledge of current menu items, ingredients and preparation methods. PROJECTS AND VOLUNTEERING

July 2019: Co-teacher Volunteer, The Mamelodi Initiative

• Teaching Maths and Physical Science

• Providing career guidance

• Assisting students with university applications

2020 - 2021: Charity Portfolio Head, SAIIE Tuks Sub-committee

• Planning and executing charity events

• Reporting on project progress

• Coordinating the receiving and donating of various items ACHIEVEMENTS & LEADERSHIP

2018: Fly@UP Assist Award, University of Pretoria

• Achieve average above 75%

2017: McConnell Award for Journalism, Clapham High School

• Awarded for advocating for justice and fairness

TRAINING

2022: Rapid Developer Certification, Mendix

2018: Workshop Practice, University of Pretoria

2017: Youth Leadership and Public Speaking Programme, Toastmasters International COMPETENCIES

Software Competencies

• Microsoft Office Software Suite

Programming Competencies

• Python, R, Lingo, Latex, SAP, Pilot POS Software Other Competencies

• Benchmarking using 20 Keys

REFERENCES

Theunis Bester, Team Manager, Amazon

Email: ad4sto@r.postjobfree.com

Lindelo Ngece, Mining Industry Study Centre

Manager, University of Pretoria

Email: ad4sto@r.postjobfree.com

Dr. Rafael Muanza, Employer

Email: ad4sto@r.postjobfree.com

Rory Baker, Project Manager, Aurecon

Email: ad4sto@r.postjobfree.com

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