Contact

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

066******* or 061******* (Mobile)

adxosa@r.postjobfree.com

www.linkedin.com/in/nontsikelelo-

mgotyi-579a03173 (LinkedIn)

Top Skills

Teamwork

adaptability

customer focused service

Languages

IsiZULU (Native or Bilingual)

IsiSwati (Limited Working)

IsiXHOSA (Native or Bilingual)

English (Full Professional)

Honors-Awards

PMI CONNECT

CAPITAL GUIDANCE-

CERTIFICATE

Nontsikelelo Mgotyi

I am able to handle multiple tasks on a daily basis and I am always energetic and eager to learn new skills

Cape Town, Western Cape, South Africa

Summary

●I am committed, Friendly and hardworking Customer Service consultant with a passion for providing excellent Customer service at all times.

●I have dealt with customers’ enquiries and complaints face-to-face, over the phone and via email.

●My excellent customer service and communication skills, combined with my relevant work experience, make me a real asset to any organisation that I work for

Experience

Dixon's Carphone Warehouse - iD Mobile

Technical Advisor

March 2022 - Present (1 year)

UK vs SA

Provision of effective and efficient technical support to the Mobile Technicians and Customer

Support Advisors ensuring that all processes and procedures are adhered to, minimising any

disruption to the business and to the delivery of exceptional customer service. Maintaining the lines of communication inbound/outbound with Mobile Technicians, eg phone,

email etc.

Proactively identifying support needs of Mobile Technicians based on type and frequency of

queries.

Maintaining regular communication with the Mobile Regional Operations Managers, providing

feedback of Mobile Technicians performance, highlighting positive instances as well as

identifying any necessary improvements or additional training required. Page 1 of 6

Keeping own technical and procedural knowledge up to date to ensure advice and guidance

is sound and in line with Health and Safety.

Using understanding of Failure Demand to guide Mobile Technicians in getting customer

service “right first time, every time”.

Assess and providing feedback on any necessary process improvements, working with the

relevant stakeholders to assess and implement any changes Currys PC World Dixon's Carphone Warehouse

Technical Support Advisor

March 2021 - March 2022 (1 year 1 month)

UK vs SA

Providing exceptional customer experience by addressing queries using multiple channels such as voice, email, chat and social media

• Identifying the root cause of the customer’s software or system issues and using system analysis and testing techniques to solve low to moderately complex application or system issues

• Developing and maintaining current knowledge of the campaign or account, support processes and procedures

• Document each customer contact using our contact tracking systems in a clear, concise, and understandable format.

• Prioritising work and balancing importance from the customer perspective and operational efficiency

• Assisting customers in gaining the most value from their products and services

• Identifying additional opportunities for solutions to benefit the customer's business needs

• Using relevant software and tracking systems to record customer information, engagement or reported issues

• Escalating unresolved customer issues to appropriate resources or stakeholders

• Following through on commitments, communicating status of work, identifying and requesting assistance with barriers to progress

• Adhering to scheduled shifts, structured environments, procedures, metrics and departmental goals

Telkom

Senior Associate

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April 2019 - March 2021 (2 years)

Bellville, Cape Town, South Africa

Job Description: (not limited to)

Assist customers with queries according to the Telkom-SA way Deliver excellent customer service to all customers calling in to your best ability Make First Call Resolution your priority

Ability to multi task

Attention to detail

Follow up with customers if you are dealing with an ongoing query

REFERENCE: Thato Ramotsamai-+277********

ALTERNATIVE: T: +27 (0-21-819-****

Vodacom

Associate

March 2018 - April 2019 (1 year 2 months)

Cape Town Area, South Africa

To process applications for credit vetting, activations and transfer of ownership; as escalated through the relevant customer acquisition workflow and queue management systems.

Your Responsibilities Will Include

To perform detailed, accurate and relevant assessment of all credit vetting requests escalated for manual assessment; in according with company policy and guidelines

Process manual customer credit applications with the intention of improving the company’s overall market share whilst maintaining an acceptable level of bad debt

To perform effective confirmation, verification and validation of customer information and contractual information prior to the activation of post-paid services onto the Vodacom billing system

To accurately and timely create and activate customer and subscriber GSM and non-GSM requests onto the Vodacom billing system To accurately and timely process requests for the transfer of ownership of subscriber services on Vodacom’s billing system

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To provide telephonic support to Trade Partners and customers on matters relating to the Customer Acquisition process and IT systems To resolve queries from Trade Partners and customers related to credit vetting, transfer of ownership requests, activation and confirmation failures To resolve escalated queries through the correct channels as specified in the agreed Policies and Procedures

To provide Trade Partners and customers with detailed explanations of the outcome and status of their requests

To ensure that all the Customer Acquisition service levels are attained through effective customer service, quality, professionalism and good product knowledge

REFERENCE : Manager MARCELINO Maraise :079*******

Airports Company South Africa

Passenger Information Agent

July 2017 - January 2018 (7 months)

Cape Town Area, South Africa

MAKING SURE THE SIZE OF HAND-LUGGAGE IS AS FOLLOWS Each passenger is allowed one item of hand luggage which should not be bigger than the size indicated.

56 centimetres tall (approximately 22 inches).

45 centimetres wide (approximately 17.7 inches).

25 centimetres deep (approximately 10 inches).

Weight

The guideline is approximately 5kg for hand luggage. If you cannot easily lift your hand luggage above your head, it is probably too heavy.

>ASSIST PASSENGER WITH GENERAL QUERIES AT THE INFORMATION DESK

>ANSWERING INCOMING CALLS AT CUSTOMER CARE LINES

>FLIGHT ANNOUNCEMENT

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Cherryl Baadjes SUPERVISOR>+272*-***-****

REGENT

Sales Associate

November 2015 - November 2016 (1 year 1 month)

Cape Town Area, South Africa

We assist with the following:

– 24/7 Call Centre for immediate assistance;

– A specialized investigation team to be dispatched immediately in the search for a missing person;

– Trauma support.

MISSING ASSIST

MEDICAL AND HEALTH ADVICE

EMERGENCY MEDICAL SERVICE

WILLS & ESTATE

ADMINISTRATION HELPLINE

BAIL PROTECT

ROADSIDE ASSISTANCE

WADE JULIES: MANAGER +27-21-286-****

Clicks Group

Stock Counter

January 2015 - October 2015 (10 months)

Cape Town Area, South Africa

Checking the cost of stock-outs and stock-outs by bin. Ensuring that the STOCK is up to date

Validating and investigate stock variances, Reviewing the cycle counting compliance.

Ensuring the Cycle counter clears all negative stock

FAGHEER ABRAMS OR SHELTON SUPERVISOR : 021-***-**** Education

University of the Western Cape

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Bachelor of Arts - BA, Faculty of arts · (2012 - 2012) Sithembele Matiso Senior Secondary School

Matric, Business/Commerce, General · (2008 - 2011) Page 6 of 6

Contact this candidate