Gugu Twala

Ensured accuracy and turnaround of logged calls, monitoring Service Level Agreements and advising teams of potential violations. Adhered to Quality Management System procedures and conducted quality assurance checks on service orders. Reviewed incomplete incidents with CSRs, planned carry-over incidents, and ensured estimated time arrivals were met, while completing personal training objectives.

Operated on the NAVISION system, importing information into the internal system and allocating masters. Identified and escalated calls, sending daily required reports and providing feedback on customer service efficiency. Ensured customer satisfaction by escalating problems to relevant parties and tracking fixes, while adhering to SLAs for logging and closing calls.

Answered all calls with required standards and professional attitude, resolving email queries and completing projects. Ensured compliance with statistical requirements and quality standards. Also functioned as a Switchboard Operator and Acting Team Leader.

Answered telephones, checked and informed on accounts, and assisted on all calls. Resolved e-mail queries, completed debt collection projects, and negotiated payments with patients. Complied with statistical requirements and quality standards, also acted as Switchboard Operator and Acting Team Leader.

Assisted UK customers and resolved email queries, ensuring compliance with statistical and quality standards. Managed customer queries and complaints, responding promptly to inquiries. Completed various projects as required.

Provided first-line support to end-users at retail locations, monitoring Service Level Agreements and advising teams of potential violations. Escalated incidents and service requests at risk of breaching SLA to management, and monitored group mailboxes. Remoted into retail systems to provide FLS services, worked on JIRA for logging and troubleshooting tickets, ensuring customer satisfaction and ad

Provided exceptional customer service to clients and performed engineer scheduling to ensure calls were attended within SLA. Monitored service requested Service Level Agreements and advised relevant teams of potential violations. This role focuses on maintaining high standards of support and efficient resource allocation.

Provided exceptional customer service to clients, sending out relevant communication to FSE/SMME and scheduling technicians. Adhered to Quality Management System procedures and escalated incidents/service requests at risk of breaching SLA to management. Tracked incidents, provided regular updates, followed up on part shipments/deliveries, and processed purchase orders, ensuring customer satisfacti

Currently pursuing certifications in CompTIA A+, CompTIA N+, and CCNA. The curriculum encompasses comprehensive studies in networking components, security concepts, network topology architectures, and configuration management.

Completed secondary education, achieving a Grade 12 Matriculation. The curriculum included core subjects such as IsiZulu, English, Business Economics, Accounting, and Economics.

Obtained a Contact Centre Certificate Support (NQF Level 2). The program covered basic computer concepts, including word processing, spreadsheets, and database management, alongside information and communication services.

Completed an IT Management certificate program, covering information technology overview, networking fundamentals, database fundamentals, and cloud fundamentals. Also studied strategic planning, project management, and business analysis.