CURRICULUM VITAE OF Thembisile Shongwe

PERSONAL PROFILE

BIRTH DATE: 17 SEPTEMBER 1984

ID NO: 840**********

MARITAL STATUS: SINGLE

LANGUAGE: ENGLISH, ZULU, XHOSA, SOTHO AND SETSWANA DRIVERS LICENCE: C1 (OWN TRANSPORT)

CONTACT NO: 069*******

EMAIL ADDRESS: adzsxb@r.postjobfree.com

EDUCATION HISTORY:

MATRIC: PASSED 2004

FITSM: Pending Test

ITIL4 FOUNDATION: Pending Test

Management Course: Incomplete

WORK EXPERIENCE

Pink Elephant (31.-03-2023 – Till Current)

Position: Service Desk Team Manager

Responsibilities:

• Perform team related Human Resource activities with regards to; Staff Recruitment, Leave Management and Performance Management

• Ensure all new staff are onboarded/offboarded at Pink Elephant as well as Customer during the joining and leaving process respectively.

• Create, distribute, publish, and manage the monthly staff roster to be aligned and optimized taking considering the customer needs, peak periods and within the labour laws of South Africa.

• Manage and motivate Service Desk staff to ensure optimal performance against agreed targets daily. • Provide inputs to the consistent and fair application of reward and recognition as well as disciplinary processes. • Identify team training and development requirements, formulate appropriate plans, and drive the execution thereof. • Create, maintain, and improve a high-performance team environment.

• Ensure staff are enabled to perform their tasks ensuring; their equipment is always in good working state as well their relevant access to tools and client system are always working.

• Is the direct first escalation point for the staff and Directly reporting into the allocated SDM for the account and will be working closely with him/her towards one common goal, customer service excellence

• Ensure the effective management of compliments and complaints with the team and provide inputs to the SDM for feedback to the customer.

• Ensure all SDAs are trained on the SOP’s, processes, and other customer related documents in use by the Service Desk as well signed off by everyone.

• Ensure all SD SOP’s/Processes with regards to the customer are updated with incorporation of the SME and/or SDM for respective customer and residing on the agreed single source of storage, i.e., ITSM Tool, SharePoint, or Shared Drive

• Operationally manage delivery on Service Desk operational objectives SLAs and KPIs related to the allocated team, i.e., ASA, Queue Wait Time, MTTR, FCR etc.

• Ensure continued high levels of customer satisfaction and enforce the optimal use of tool sets, Service Desk standards and client specific processes.

• Identify, escalate, and implement activities to mitigate operational risks and Create the daily/weekly client dashboards with performance results and/or as per agreed content with the customer.

• Manage and improve quality output of team and individual level in conjunction with the Quality Assurance Analyst allocated to the account based on the weekly/monthly reports received from the QA analyst.

• Ensure the team conform to the QA requirements regarding telephone calls and ticket management as per the QA Scorecard implemented for the customer.

• Collaborate with the QA Analyst on continuously maintaining a high level of quality services by means of; attending calibration sessions, schedule regular training sessions for staff who requires QA related training and make them available for the scheduled timeframe.

• Provide operational information to Upper Management required for decision making on contract renewals.

• Be able to liaise between 2nd Line Support and Development teams within the Clients environment and Service Desk and identify Known/Unknown issues logged on Service Desk GPT (01-09-2020 – 01-03-2023)

Position: Contact Centre Team Lead

Responsibilities:

• Implement, manage, and achieve SLA for all projects

• Implement control measures to ensure queries are resolved and feedback is provided timeously and within the prescribed SLA

• Manage call logging process

• Manage call logging process for PM’s and Projects as required

• Collating and making sure that data entered the system is of integrity

• Daily SLA visibility of major customers and overall

• Monthly reports on service provisions and Value add reports to guide customers

• Document Policy and procedures on Intranet

• Manage and monitor all customer portals

• Attend review meetings to discuss missed SLA calls and reason therefore off

• Monitor incoming calls and emails, handle complaints/Escalations, troubleshoot problems and provide information

• Manage department mailbox for all queries the clients send and ensure all calls are logged before EOB

• Mentoring and staff promotion

Hemmersbach South Africa (18-09-2017 till 31-08-2020) Position: Service Desk Team lead/ Assistant Service Delivery Manager Responsibilities:

• Managing the shared daily operations in the IT Service Desk Department

• Ensure that SLA is met on all projects my team is responsible for.

• Managing a team of 8 Service Desk Agents

• Ensure staff take ownership of user's problems and be proactive when dealing with user issues.

• Provide regular effective feedback to the end clients

• Handling daily reports for open tickets and reporting to Service Delivery Managers

• Correct and analyse priority calls and requests from the client

• Handling escalations from customers and processing accordingly

• Managing the shared daily operations in the IT Service Desk Department

• Ensure that SLA is met on all projects my team is responsible for.

• Managing a team of 8 Service Desk Agents

• Ensure staff take ownership of user's problems and be proactive when dealing with user issues.

• Provide regular effective feedback to the end clients

• Handling daily reports for open tickets and reporting to Service Delivery Managers

• Correct and analyse priority calls and requests from the client

• Handling escalations from customers and processing accordingly.

• Liaise with third party vendors to resolve escalated incidents and queries

• Provide leadership and develop a Customer First culture within the team

• Responsible for the operational management of assignments with the Service Desk team

• Planning and coordinating of new projects for my department

• Training the new staff and old staff of new projects, policies of the new project

• Monitoring the progress of the new projects

• Compiling reports for the Service Delivery Managers

• Monitoring of client's escalations and Setup the ticketing training workshops and product training

• Develop training material for training the staff on new projects Net1 Technologies

Position:

Responsibilities:

• Reversals of unauthorized deductions

• Log calls for merchant faulty devices

• Compiling daily, weekly, and monthly reports of all queries for the department

• Compiling of team QA reports

• Delegation of daily tasks and assisting my team with queries

• Escalated complains to the next level of management when necessary

• Made follow-ups with customer telephonically.

• Capturing of the client personal details on the system

• Monitoring of technicians on all queries

South African Airways

Position: Contact Centre Agent

Responsibilities:

• Make bookings for Regional, Domestic and International Sectors for passengers.

• Process payments for passengers.

• Handle payment queries, Do QA.

• Positively and respectfully communicated with passengers.

• Be alert to people who may require assistance.

• Liaise with different departments for escalate

• Assist with refunds and Recorded and verified accurate information on all calls

• Assist with fraudulent credit cards.

• Channelled escalations on complex Queries.

• Maintained company and client Confidentiality.

Provided the primary level assistance in the channelling or queuing Refences:

1.Company: Pink Elephant

Name: Katrien De Vos

Position: Account Manger

Contact Number:

2.Company: Hemmersbach

Name: Vincent Mulaudzi

Position: Area Manger

Contact Number: 082*******

3.Company: Net1 Technologies

Name: Matanki Kheswa

Position: Team Lead

Contact Number: 078*******

4.Name: Joseph Nong

Position: IT Manger

Contact Number: 083*******

Contact this candidate