Silver Maphosa

• Followed established processes / systems and recommends improvements to these as appropriate to resolve routine customer inquiries
• Took ownership for documenting, and monitoring adherence to all account related processes
• Ensured the processes in place are aligned with the contractual requirements; Acting as point of escalation and owning management of the processes leading to successful resolution of the escalated issue
• Implemented new processes resulting from account changes as well as ensuring full team engagement in the new developments
• Escalated issues as necessary to deliver required service level and meet or exceed customer expectations / SLA and KPI
• Monitored performance through statistical reporting and analysis
• Analyzed and identified areas of improvement to the service to ensure customer satisfaction
• Prevented negative trends by properly raising and reacting to performance and progress gaps
• Accepted personal responsibility for customer problems and champions customer issues to resolution
• Built and enhanced strong customer relationships and acting as an escalation point for the customer
• Took responsibility for learning about all current customer needs.
• Actively participated in continuous process monitoring and identified opportunities for further enhancement.
• Ensured that customer experience interactions are positive, personalized, and problem-free.
• Trained and mentored new service process controllers, ensuring their understanding of processes and adherence to standards.
• Analyzed service-related data, generated reports, and provided insights to management for informed decision-making.
• Developed and implemented process improvement initiatives that resulted in a 20% reduction in service response time.

• Provided first-level technical support to end-users, addressing and resolving IT-related issues promptly and effectively.
• Logged and tracked support tickets with the service desk ticketing systems, ensuring accurate documentation and timely follow-up.
• Proactively tracked and monitored user tickets/incidents and requests.
• Utilized remote support tools to troubleshoot and resolve software, hardware, and network-related problems.
• Followed established procedures for password resets, account management, and access control.
• Collaborated with IT teams to escalate and resolve complex technical issues, ensuring efficient problem resolution.
• Delivered exceptional customer service, maintaining professionalism and empathy while assisting users with their technical needs.
• Managed and prioritized multiple support tickets
• Processed reports of technical problems as 1st Line Telephone Customer Service
• Diagnosed problems and trying to solve them
• Forwarded requests to other departments if no other solution is possible

• Provided timely and professional email support to customers, addressing their inquiries, concerns, and technical issues.
• Analyzed and responded to queries from customers.
• Responded to customer emails promptly, following established guidelines and templates for effective communication.
• Resolved customer issues by providing accurate information, troubleshooting steps, and guidance on product usage.
• Escalated complex or unresolved issues to the appropriate departments or senior support staff for further assistance.
• Ensured proper documentation and tracking of customer interactions and issue resolutions in the ticketing system.
• Managed a high volume of incoming emails, meeting or exceeding response time and quality targets.
• Demonstrated excellent written communication skills, maintaining a friendly and empathetic tone in all customer interactions.
• Collaborated with cross-functional teams to gather and share customer feedback, contributing to product and service improvements.
• Stayed updated on product knowledge, new features, and industry trends to provide accurate and up-to-date support to customers.
• Achieved high customer satisfaction ratings, consistently delivering exceptional customer service experiences through email correspondence.

•Membership/channel efforts through prospect research, lead
generation, appointment setting, and managing assigned
prospect/clients using customer-focused selling techniques
•Assisted with research for proposals and special projects, as needed
•Generated reports for internal use and analysis by mining information from various sources including databases, CRM,and traditional and emerging electronic media channels
•Provided marketing support through the distribution of relevant
marketing materials
•Ensured ongoing integrity of account information in client lists and or
databases
•Coordinate client mailings and communications and individual
initiatives
• Respond to external and internal queries
• Assisted with preparing client presentations and proposals
• Ensured Key performance indicators (KPIs) are hit