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Customer Care Support

Location:
Johannesburg, Gauteng, South Africa
Salary:
35000
Posted:
August 06, 2020

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Resume:

Malakia, Thelele Peter

** ****** ****, *******,****

ade45w@r.postjobfree.com

Malakia P Thelele

+27-82-783-****

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



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