Customer Care Manager

Bongeka Ngubane

Personal Details

Contact Number : 078-***-****

Email Address : ************@*****.***

Gender : Female

Marital Status : Single

Nationality : South African

Home Language : IsiZulu, English, IsiXhosa, Sesotho

Address : 43 Nichols Arcade, Crompton Street, Pinetown

Identity Number : 840**********

Personal Statement

A professional with extensive experience in customer care, administration. A highly motivated and efficient Individual, whose thorough and precise approach to projects has yielded excellent results.

Key Skills

80 words per minute typing

Proficiency in all areas of Microsoft Office, including Access, Excel, Word and PowerPoint

Excellent communication skills, both written and verbal

Applications utilized previously: Capturing of invoices on SAP. Capturing tickets on CRM(Customer Relationship Manager)

Applications utilized currently: Remedy SSR. Anglo SNOW. Sasol SNOW. NGSD. Double-keying, New ticket / Incident logging, Email Box monitoring, Liaising with customer telephonically as well as via emails, Escalation monitoring and Recording

Employment History

The SOH Group

(March 2020 – Present)

Achievements and responsibilities:

On-Hold message / music loading on clients Telephone or Units.

Troubleshooting of hardware.

Testing of Hardware.

Run reports to monitor progress and turnaround time

Action music changes for clients and set up devices needed to be sent to client.

Assist field techs at all times with downloads and QC’s

Assist staff with Production and download info

Logging and Capturing calls on CRM

On-Hold Music and Scenting device support

Quality checking reports

Maintenance on devices

Configuring music and On-hold units

Liaising with clients, Telephone Service Providers and SOH branches

Indian Ocean Export Company

(June 2019 – March 2020)

Achievements and responsibilities:

Capturing of images on Gateway (Digital Catalogue)i.e. Cropping, Batch Processing using GIMP and XNView to upload quality Imagery on Gateway for customers / supplier’s easy perusal

Assisting Export Coordinators with creating and uploading Pricelist on Gateway for customers / Suppliers

Uploading new suppliers on Gateway, following the correct systems process.

Working on Spreadsheets

IT Support – Customer Service Advisor, BT Global Telecommunications, Durban

(May 2017 –May 2019)

Achievements and responsibilities:

Investigate and action Change related tickets as well as Incident related tickets

Logging problem tickets, after assessing the severity/priority level to our resolvers

Providing a detailed handover to the next shift with all the relevant follow ups and incidents logged. Creating subcases to 2nd and 3rd line teams.

Assist clients with account and internet related queries to find a suitable and efficient resolution to problems within a specified/reasonable time frame.

Handling, updating and investigating new and problematic tickets / Incidents on NGSD.

Handling of escalations and complaints efficiently and effectively.

Customer Service Consultant, Velociti, Durban

(January 2010 – March 2011)

Achievements and responsibilities:

Assisting customers with complaints & queries Managing incoming phone calls and mail

Log corporate brand complaints on SAP

Registering customers for online shopping

Administration

Data Capturer-Finance dept. / Creditors Clerk, Sappi Southern Africa, Umkomaas

(March 2011 – May 2012)

Achievements and responsibilities:

Capturing of invoices on SAP

Contacting and liaising telephonically and by email, with suppliers for outstanding documents or missing vat numbers

Contacting telephonically and emailing engineers for Service Acceptances to be carried out.

Collecting and sorting post for distribution.

Checking audit trail,checking and printing mail & invoices

Working on spreadsheets.

Filing

Customer Service Consultant, Multichoice, Randburg

(Sept-2013 to Feb 2015)

Achievements and responsibilities:

Assisting, analysing financial transactions for subscribers

Assisting subscribers with technical queries, installations, adhoc

Registering new subscriber

Personal Achievements

Top achiever at Multichoice in Customer Care Service for 3 consecutive months.

Successfully single headedly managed the Sky Net account in the Finance department at Sappi Southern Africa.

Made 2IC (Second In Command) in Customer Care at Velocity.

Education

Cornerstone College, Durban

(January 2004)

Inbound Training : Inbound Call Management

Basic & Advanced Training in customer behaviour

Computer Training : Computer Terminology, MS Office, E-mail & Internet, Files

Outbound Training : Sales Training - Telesales & Scripting

Debt Collecting: Negotiations

Umkomaas Secondary School, Umkomaas

(January 1997 – December 2001)

Grade 12: IsiZulu, English (1st Language), Afrikaans (2ndLanguage), Economics, Business Economics, Mathematics, Accounting

References

Name of person : Luck Zondi

Position : Team Supervisor

Department : IT Support

Company : The SOH Group

Contact Number : 031-***-****

Name of person : Kyle Marimuthu

Position : Team Manager

Department : IT Support

Company : Indian Ocean Export Company

Contact Number : 081-***-****

Name of person : Kyle Marimuthu

Position : Team Manager

Department : IT Support

Company : BT Global Telecommunications

Contact Number : 081-***-****

Name of person : Maseru Makoae

Position : Team Leader

Department : Pick ‘n Pay-Inbound

Company : Velocity

Contact Number : 031-***-**** / 084-***-****

Name of person : Nokulunga Dasarath

Position : Supervisor

Department : Finance

Company : Sappi Southern Africa

Contact Number : 039-***-**** / 083-***-****

Name of person : Nompi Ndumo

Position : Team Leader

Department : Inbound Customer Care

Company : Multichoice –DSTV

Contact Number : 079-***-****

Contact this candidate