Matric Customer Service

Resume of Alain Mpata

Profile

. Seeking to use my superior knowledge of management, customer service, Support, and my advanced Communication Skills to effectively serve your company. Dedicated, hardworking, and committed to becoming a dependable and valuable team member.

Employment History

Quality assessor at Multipath Customer Solutions, Randburg -Gauteng May 2008 — February 2009

· Assist with implementation, monitoring and reporting of the service delivery of the allocated service desk team.

· Updating the sales team on new products (TV Channels, promotions to views…)

· Support operational management in the delivery on the service desk operational objectives SLA’s related to the allocated team

· Support the achievement of continued high levels of customer satisfaction and making sure that all leads are converted into successful sales

· To assist with optimal of tools sets, service desk standards and client’s processes

Assist with the management compliments and complaints. Senior French Technical Support at SYKES

Enterprises SA Inc., Sandton-Gauteng

April 2009 — March 2012

· Handling customer’s technical problems arising from the

(Kodak) products

· Provision of technical support and accurate information to customers and end users via the telephone, assisting the customer to understand how to use the product properly and logging and resolving problems through the following of policies and procedures for call handling and client solving

· Ensuring that all communication with customers is within the guidelines of the client

· Ensures that all data is collected accurately and follows up on calls, chats and keeping records of calls placed and deal appropriately with relevant client escalations

· Dealing with requests for replacing defective parts and maintains pertinent paperwork and records

· Provide timely and consistent, regular first call fix services to customer/clients

Details

108 Drysdale road Sundowner,

Johannesburg, 2196, South

Africa, 079*******

admnsp@r.postjobfree.com

Date / Place of birth

10 June 1983

Lubumbashi-DR

CONGO

Nationality

Congolese- PR in SA

Driving license

Yes

Languages

French

Englis

h

Hobbies

Spinning classes, watching soccer,

and reading.

· Ensure daily professional, accurate and timely correspondence via email, chats, faxes and customer feedback to customer/clients based in France, Belgium, UK and USA

· Communicate relevant information to local managers French Customer Relations at Education First, Bryanston-Gauteng May 2012 — February 2015

· convert all qualified leads generated by first line support agents and help desk into sales

· Ensure that all Business-to-business clients get new update on the prices, releases, and requirements on the online school.

· Make follow ups on the study tools shipped to clients and get to contact shipping associate (UPS, DHL…) for best delivery.

· Prepare and finalize the weekly report for both B2B & B2C markets

(France, Belgium, UK and Asia)

· Provide solutions to ensure that sales targets are met by using reports from help desk as well as sales team.

· Allocating relevant incentives to different teams according to the leads created and sales made.

Manager Support & Customer service at Supabets

Africa-Powerbets, Illovo- Gauteng

September 2015 — Present

• Roles and responsibilities:

o Assist with implementation, monitoring and reporting of the service delivery o Provided service and support to Betting Teams

o Ensure daily professional, accurate and timely correspondence via email and online chats o Provide customer feedback

o Address escalated customer queries

o Provide support to clients based in Tanzania, Kenya, Uganda, DRC and South Africa o Coach, develop and mentor direct reports

o Manage daily SLA’s of the call Centre

o Manage inbound and outbound call Centre operations o Carry out performance discussions

o Work closely with the Marketing Team to implement new strategies to grow the customer base o Perform quality assurance duties and evaluate random calls o Ensure that country specific gambling regulations are implemented and adhered to o Review and access operational processes

o Ensure compliance to FICA regulations

o Compile and distribute operations report

o Ensure adherence to schedules

Education

College Imara - High School, Lubumbashi

*High School

Matric (Grade 12), 2002

July 2002

Awards and Achievements

"A" grade for Math and Biology (HG).

Institut Supérieur de Statistique de Lubumbashi

*Bachelor of Commerce Honours in Information Systems 2008

SAQA Reference: 834557

Courses

Sales, Support & Customer Service, Alison

February 2015 — March 2015

Marketing, University of Cape Town

August 2020 — November 2020

References

Supabets

Names: Stuart Louw Tel: 011******* Cell: 082******* Powerbets

Names: Hayley Cairns Tel: 072-***-****

Education first

Names: Ross Harisson Tel: 087-***-****

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