Romile26

Curriculum Vitae of Michelle Princess Maitland ACADEMIC QUALIFICATIONS SCHOOL: Silverton Secondary School HIGHEST QUALIFICATION: Grade 12 DATE: December 1998 SUBJECTS: English Afrikaans Biology Business Economics Accounting Economics Tertiary qualifications Biomedical Research Centre Subjects Basic Typewriting Microsoft Word Microsoft Excel Microsoft Power Point Windows 98/2000 COMPANY: Swiftnet (PTY) LTD DEPARTMENT: Operations DESIGNATION: Call Centre Consultant (Team Leader) SUPERVISOR: Grace Moeng DUTIES: Ø Handling customer telephonic queries. Ø Test radio pad signals. Ø Log faults on system if customer requires technical assistance. Ø Compile file and give to Operations section to dispatch technicians. Ø Assist technicians to sort out customer problems. Ø Clear faults that have been corrected, on system. Ø Capturing information on data DEPARTMENT: Operations DESIGNATION: Data Capturer SUPERVISOR: Grace Moeng DUTIES: Ø Following up on outstanding calls. Ø Following up on Installations/New Owners. Ø Despatch of work in different Regions. Ø Payments of Contractors. Ø Sorting and clearing jobcards Ø Updating Prove of Delivery forms. Ø Updating Accounting reconnections. Ø Sorting out Problems with relevant clients Provisioning of MTN and Vodacom data card > Activations of data cards Ø Provide customer care Ø Queries Ø Accounts (analyze detailed billing) Ø Handling customer complaints Ø Client data update Ø Cancellations & customer retention Ø Fault logs for SIM swopped Ø Filling & record keeping Ø Change of ownership > Assist clients & bank consultants with technical support procedures to ensure customer service excellence. React quickly and make decisions under pressure Maintain daily contact with customers, providing updates and essential information regarding customer cases owned by the Analyst Resolve customer issues via testing and research Create reasonable work-around for known software issues Maintain detailed records for proper tracking, resolution and follow-up Assist customers by walking them through processes Prioritize calls, follow up and escalate if required to ensure customer satisfaction Handle requests for upgrades, updates/patches and product information COMPANY: GIJIMA/AST DEPARTMENT: Intergrated Service Management Centre DESIGNATION: Call Centre Consultant MANAGER : Jacob Ledwaba DUTIES: Ø Receiving of inbound calls from client to report problems Ø Logging of calls on Remedy 5 & Remedy 7 Ø Doing first line support on problems reported. Ø Assisting with resetting & unlock of domain accounts . Ø Monitoring open view for server & line problems on internal program Ø Following up on calls with technicians & supplied feedback to clients Ø Logging calls on Heat system for UCS clients and assign to correct group Ø Assisting technicians to re assign calls correctly on Remedy 7 Ø Assist with Service desk mailbox to log calls via email or fax Ø Update Application form for new AD Accounts Ø Create of Task on incident logs Ø Filling of all application and faxes for new user accounts Ø Updating of new user’s profile on Remedy 5 & Remedy 7 Ø Logging of all e-mail calls within the SLA agreement GIJIMA/AST FUTHER QUALIFICATIONS A+ PC TECHNOLOGY DAMELIN COLLEAGE