Further Development and Education
Customer service certificate
Work & Experience
As an IT Change Champion Agent, I play a pivotal role in facilitating seamless transitions within the contact center environment,ensuring the successful implementation of various projects. My responsibilities encompassed engaging with diverse stakeholders involved in these projects, participating in User Acceptance Testing (UAT) and live tests, and serving as a technical troubleshooter for the new systems. • Collaborated closely with project stakeholders, including cross-functional teams, to understand project objectives and requirements, ensuring alignment between technical solutions and business needs. • Actively participated in UAT sessions, meticulously testing new systems for functionality, usability, and performance, with a keen eye for identifying potential issues. • Provided immediate assistance to the contact center team in resolving technical challenges related to the newly implemented systems, contributing to uninterrupted operations. • Methodically documented and reported technical issues to department management, maintaining a clear and concise record of concerns and observations. • Not only identified problems but also proactively suggested viable solutions to address technical issues, fostering a culture of continuous improvement. • Effectively communicated technical issues and proposed solutions to department management through wellstructured presentations, ensuring clarity and impact.
● Assist RMA customers with COIDA related inquiries and other RMA additional products. ● Listen to customer concerns and provide information, answers, or responses. ● Take orders and process billings and payments. ● Obtain and correctly record customer information. ● Review and make changes to customer accounts. ● Handle customer complaints. ● Keep records of customer interactions. ● Ensure customer satisfaction or refer customers to supervisors. ● Shadow in the IT department as an IT Business Analyst and testing by gathering, validating, and documenting various system information and requirements.
● Assist Vodacom cellphone contract customers to troubleshoot the devices such as routers, PC’s and cell phones. ● Resolve any queries related to customer cellphone contracts.
● Sell long term and short-term insurance products