Matthew Lykert

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

**30

Addressed to: Recruitment

Please find my CV below for your consideration.

I would best describe myself as charming, intelligent and resourceful. Sure to bring a smile and liveliness into my work environment. I am easily approachable and love to develop and improve upon solutions and processes. I welcome anything that challenges me and keeps me on my toes, as I'm always looking to expand my skills and knowledge. Graduating from Harold Cressy High School in 2013, I hold a Matric Certificate for Admission to Bachelors. I have fielded roles from an IT Workshop Technician, to multiple contact centre roles

- during which I have amassed a diverse skill set in administration, leadership, retail, technology (IT), and customer experience/relations. With nearly 5 years of my professional career within the BPO industry I have a wide range of skills and experience in multiple roles, in addition to a knowledgeable skill set and desirable personal attributes, I'm sure to be a valuable addition to your team.

“The approach to combat and everyday life should be the same.” - Miyamoto Musashi. This quote is one which I personally live by and has been a fundamental and central part of my life. In which I have applied it in martial arts and extended it to my daily life. This dedication, passion, and drive, is why I believe I can overcome any challenge in my path and excel in my professional pursuits too.

I believe I have the skills and enthusiasm you require. I look forward to hearing from you and hope to discuss a role further.

Yours sincerely

Matthew Lykert

44 Fourie Street, Bellville South 7530

(Cell) – 068-***-****

(Mail) – adoubq@r.postjobfree.com

Date of Birth: 31 July 1995

Marital Status: Single

Dependants: None

Driver’s Licence: None

Identification No. 950-***-**** 082

Passport No. None (applying for a passport)

EDUCATION:

School Matriculated: Harold Cressy High School

Matriculated Class of 2013

Admission to Bachelor's

PERSONAL ATTRIBUTES:

o Positive mind-set

o Open minded

o Decisive

o Polite

o Influential

o Knowledgeable

o Adaptable

o Visionary

o Creative

o Resourceful

o Tech savvy

AREAS OF INTEREST & WORK EXPOSURE:

(NO CERTIFICATION OBTAINED)

o Risk and compliance

o Quality Assurance

o Coaching

o Complaints handling and customer relations

o Office Admin

o Basic HTML (Certificate obtained) and CSS

o Basic understanding of web development (Registration, design, administration & SEO) o Social Media Marketing and analytics

o Merchandise and sales

o IT technician

EMPLOYMENT HISTORY:

RDP Computers (June 2021 - July 2021)

Workshop Technician

Resumed similar responsibilities to that of previous IT roles

Gained additional hands on experience within IT

Software and hardware troubleshooting and repair

Laptop screen replacements

*I tendered my resignation due to a hostile work environment CAPITA - O2 PAY MONTHLY CAMPAIGN

(October 2019 - November 2020)

Member of the CRE Team (Complaint Resolution Expert)

● Duties & Skills Acquired

Playing a key role in complaint resolutions, service recovery, brand protection, and customer relations

Assessing quality & compliance

Attending to and de-escalating HLC (High Level Complaints)

Assisting the operational floor through consulting, peer-to-peer, and email

Maintaining one's composure in a high stress role

Accountability and ownership

Quick and decisive thinking

Liaising and communicating with support teams across the business

Identifying and reporting trends

Responsibility and ownership

Follow through (ensuring all actions, resolutions and work has been attended to, completed and providing due diligence)

(February 2016 - November 2020))

Senior CEA

● Duties & Skills Acquired

Interfacing with customers and providing the best customer experience possible

Handling of complex (and sensitive) complaint’s

First line mobile and cellular tech support

Proficient understanding of billing and payments

Quick and proactive resolutions/solutions

Routing customers to the correct departments

Commitment to resolve

Effective communication

Other Roles: SME (Subject Matter Expert)

(Role terms fluctuated, over 12months

experience within role)

● Assisting in facilitating the growth and training of newly employed agents

● Assisting with customer experience, complaint resolution, account and billing queries and solution/resolution finding

● Further exposure with leadership and coaching

● Improved productivity and time management

● Improved administrative skills

● Teaching and imparting knowledge (Coaching and skills drills)

● Mentoring and fostering a joint purpose (Teamwork)

● Motivating, inspiring and influencing

● Engaging with individuals and teams

● Creating a healthy and easy work environment

VISUALIZE IT (August 2015 - November 2015)

Junior Workshop Technician

Resumed responsibilities from previous employer (Bydand)

● Additional Skills Acquired

Creating end of day reports

Increased Apple knowledge (iOS and OS X)

Greeting and assisting walk-in clients

Running of network cables and Installation of Access Points (Network) Client relations and point of contact

BYDAND COMPUTERS (July 2014 – July 2015)

Intern

● Duties/Skills Acquired

Handling of Calls and Clients (Telephonically, Email & In-Person)

Filing and Office Admin

QuickBooks – Data Capturing & Invoicing

Managing workshop in later stages of internship (3 months)

Remote Support/Tech Support

Hardware & Software Diagnosing and Repair

Troubleshooting and Resolving OS, Software & Driver Issues

PC Maintenance and Custom Builds

Network Troubleshooting and Setup

Fluency with Microsoft Office Suites (incl. Office 365)

Understanding of IT management

Building relationships with suppliers and clients SPAR (Kasselsvlei, Bellville South)

- Casual - General worker/Cashier (Dec 2012 - Feb 2013)

- General worker/Merchandiser (Jan 2014 - July 2014) o Skills Acquired

● Attention to detail

● Customer Service

● Stock ordering and Stocktaking (Merchandising)

● Communication (Staff/Sales Reps/Customers/Suppliers) REFERENCES:

Fadiah Damon (Capita – Line Manager)

Cell – 079-***-****

Email – adoubq@r.postjobfree.com

Laura Josephus (Capita – CRE Member)

Cell – 061-***-****

Delton April (Bydand Computers – Snr Technician

and manager)

Cell - 084-***-****

E-mail - adoubq@r.postjobfree.com

Contact this candidate