Customer Care Support
Resume:
Malakia, Thelele Peter
********@*****.***
Malakia P Thelele
linkedin.com/in/malakia-thelele-9b643683
Professional Profile
IT Helpdesk – Network Assurance – Customer Services – Technical Support – Mobile Data Specialist Supervisor
A passionate and dedicated customer care servant. Technically proficient with over 15 years of experience in ICT, spanning from Call Centres, Device Configuration, IT Support to RF bechmark testing. Have managed technical teams in multiple projects. Rounded professional with problem solving and analystical skills. Possessing a Diploma in Call Centre Management, and numerous IT Support certifications. With excellent knowledge in Finances, Statistics, Programming,IT Architecture, System/Sofware Engineering, IT Security.. Excellent communicator, leader, coordinator and collaborator. B Com in IT Management.
Core Competencies
TES Superviosor (24 hour Shift)
March 2020 – Current
Motivity ( MTN )
key achievements
1 key achievement
responsibilities
Ensuring the team provides Tier 1 support for VoIP Services, Fibre Services, Radio, Microwave technologies, such as Point-to-point, and Point-to Multi-Point
Management of teams outbound calls and receiving calls to assist Corporate, Business & Government Customers
Provide core 1ST level technical support
Support the team in resolve all Technical escalations for all enterprise customers for all technology, voice, data and messaging products
Responsible for Optimal Service availability
Oversee the update incident and problem Management Systems (remedy/click)
Ensure an end to end process by Agents is followed in terms of query resolution
Innovating and proactively testing new Technologies with relevant stakeholders to generate insights on what works thus contributing to test & learn culture
Responsible in providing core 2nd level Technical support to all Enterprise Channel Partners
Ensuring of Attendance to issues logged through the mailbox, voice IVR & CRM Queues
Management customer network and service layer troubleshooting as well as the customer network and service configuration i.e. from the Core to the Edge
Comply to the ITIL framework
Assist in the creation of the functional strategy in line with the overarching business goals
Provide input into the effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
Team Management
Hiring, training, and preparing the agents to respond to customer questions and complaints and troubleshoot problems with service.
Ensuring agents understand and comply with all call centre objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls.
Ensuring a high first-line call resolution is achieved at first point of contact thus insuring speedy turnaround time are achieved operational issues and suggesting possible improvements.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Preparing reports and analysing data to assist management as they determine call center goals.
Developing SOPs and generate inputs into monthly reports in order to report on performance and compliance
Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Provide input into the preparation of proposal on change initiatives SLA, policies and procedures
Develop operational budget requirements for the support unit to improve operational efficiency
Identify and document key risks, issues and dependencies and set mitigation actions
Report on a periodic basis to reporting manager relating to progress made within the function and in accordance with the measurement metrics set by the organisation
Career Summary
Network Assurance Supervisor :Vodacom Radio Planning and Optimisation
2017 Sep – Dec-2019
Motivity
key achievements
Managed to achieve 90% SLA adherence
Managed to move the region from 8th to 2nd position in perfomance
Refined the RF Technicians bechmarking test procedures
Implemented cost cutting measures to align with strategy
responsibilities
Manage team of Technicians
Manage escalated assignments/calls from team and customers relating to data and new technology products
and services to ensure that Customers receive the benefit of products and services in a proficient, professional manner.
Assisted the team in Troubleshoot and resolving mobile data device conflicts with computer peripherals and devices.
Maintain efficient, effective and professional service levels in a manner that constantly meets the required performance standards
Ensure continuous customer retention, including follow up courtesy calls to monitor customer
needs and satisfaction levels
Document all problems and resolutions identified into the knowledge base for future use by all customer care and support staff and for use in reporting in general.
Ensure continuous follow--up on transaction being processed and measure the applicable turnaround times, as determined in SLA
Understand the mobile solutions marketplace and remain abreast of latest developments in the market.
Reporting
Forecasting
Advanced technical escalations
Train Technicians on new technologies
Coordinate installations
Ensure that all Technicians are resourced
Implementing cost cutting measures
Network Assurance Field Technician: Vodacom Radio Planning and Optimisation
2011 October – 2017 August
Motivity
key achievements
Assisted Radio Planning and Property department to acquire about 30 site location for Towers
Supervised and planned over 2000 installations
Achieved most calls attended by a technician in a year two times
responsibilities
Radio Frequency tests on 2G, 3G and 4G
Installation of boosters
Responsible for planning of 2G/3G/ and 4G LTE sites (indoor, greenfield, rooftops, mini’s, macros...etc)
Ensure optimal performance on network quality by monitoring the network statistics through the relevant tools
Pro-actively analyse and recommend capacity dimensioning requirements on RAN/UTRNA/ETRAN
Pro-actively analyse and verify in-depth network problems by performing traces at Node B, RND and ATM level
Investigate and rectify all network failures received from regular drive testing routes both internally and also by outsourcing company (e.g. ATIO)
Investigate and rectify all network quality faults received from network quality, network performance, CIC, management and the NMC
Investigate and rectify all network failures received from regular drive testing routes by outsourcing company(e.g. ATIO)
Conduct cluster optimisation of new site and first order neighbours (TLTS, Azimutus, heights)
Responsible for new site integration in terms of optimisation, performance checks and announcements
Data Support Consultant
2011 July – 2011 September
Teleperfomance (Outsourced by Vodacom)
key achievements
responsibilities
Assist customers to solve technical queries on 3G and other data related queries telephonically. Product support (Vodacom products)
Provide first line support to customers via telephone/email/IRC for the range of services and products provided. Diagnose customers problems Report and track faults detected by customers Keeping customers up to date at all times Answering customers questions
Warranty repairs To help ensure that warranty repairs are carried out to the highest standards of quality possible to ensure customer satisfaction. To ensure efficient processing of warranty claims. To control the warranty system in order to avoid the risk of loss to the company.
Data transfer Receive data and enter into the data processing system Review data to ensure accuracy Data management
Troubleshooting Troubleshoot hardware, software and network operator
Data Support Consultant
2010 July – 2011 July
Callforce Direct (on behalf of Vodacom)
responsibilities
Assist customers to solve technical queries on 3G and other data related queries telephonically. Product support (Vodacom products)
Assist customers to solve technical queries on 3G and other data related queries telephonically. Product support (Vodacom products)
Provide first line support to customers via telephone/email/IRC for the range of services and products provided. Diagnose customers problems Report and track faults detected by customers Keeping customers up to date at all times Answering customers questions
Warranty repairs To help ensure that warranty repairs are carried out to the highest standards of quality possible to ensure customer satisfaction. To ensure efficient processing of warranty claims. To control the warranty system in order to avoid the risk of loss to the company.
Helpdesk Analyst
2006 Nov – 2010 April
Property 24
key achievements
responsibilities
Assist customers to solve 90% of all reported problems telephonically.
Ensure that all customers are treated with respect and that all customers are left with a satisfactory impression of Property24 at all times
Ensure that all calls are logged on the system (70%).
Logs to be captured immediately and Log Reference number must be given to Client
Effectively perform ad–hoc tasks in conjunction with manager
Nokia Technical Support Consultant
2005 May – 2006 Oct
Exact Mobile Phones Pty Ltd
responsibilities
To support all Nokia handsets
To support all Laptop/ PC to phone, GPRS connections
To provide and administrate support to the data division
Daily productivity reports on data support
Desktop support : Intern IT Support
2004 Mar- 2005 May
SANBS (SA Nat. Blood Service)
responsibilities
Service level adherence and time management as reflected on help desk syste
IT service provision to IT and other department
Technical proficiency and troubleshooting of IT faults
Providing first line support of network infrastructure, disaster recovery and projects
Installing and configuring standard software on work stations.
Installing peripheral devices on computers, such as printers, modems, bar code readers, LAN cards, replace disk drives, CD drives and power supplies
Troubleshooting user’s software, networking and hardware problems - locally and at branches.
Escalating problems and providing suitable solutions
Keeping abreast with technology and advising on purchase decisions
Input into purchase decisions
Receiving request as logged by Helpdesk and also take over the Helpdesk Administrator
Golf Admin
2003 Jan – 2003 Oct
Mogol Golf Club
responsibilities
Run and maintain the Pro Shop (i.e. know all the latest golf equipment)
Ensure that the Golf Course is up to standard on a daily basis (i.e. locker rooms, bar, and the course itself)
Run tournaments and schedule times for the players
Capture scores on the system and calculate players’handicaps
Research and come up with better ways to improve the golf course
Coordinate activities between all sectors of the course, and also in-charge of the customer experience on the course
Master Caddie
2002 Nov – 2003 Jan
Mogol Golf Club
key achievements
responsibilities
Ensure that caddies are trained on golf course etiquette
Ensure that the players get the best caddie
Allocate Caddy cars to players
Education
B Com IT Management
2020
MANCOSA
Diploma in Contact Centre Management
2010
DAMELIN
ICDL, N+ & A+
2003 October –2004 October
Bytes Technologies (Nat. Certificate in IT Support)
Comptia A+ (2003) Certification
June 2004
Torque IT
Comptia N+ Certification
December 2004
Torque IT
References
Available upon request
Contact this candidate