Innocentia Mabiletsa
@innocentiamabiletsa
I enable customers and branch teams through digital banking support, technical troubleshooting, training, and service coaching.
South AfricaWhat I'm looking for
I've supported customers and branch teams across Cell C, Apple Support UK, and Nedbank Digital Genie, helping people use technology and self-service channels confidently.
At Paracon on the Nedbank Digital Genie assignment, I helped create a digital branch culture by enabling customers on the app and web, promoting internet banking, and gathering feedback on digital experiences.
I've also trained new agents, coached call-centre teams, conducted training needs analysis, and provided remote technical support for phones and computers. I'm looking to contribute to company goals while continuing to build my skills and grow professionally.
Experience
Work history, roles, and key accomplishments
Digital Genie
Paracon (Nedbank)
Mar 2018 - Jul 2020 (2 years 4 months)
Assisted branch staff in ensuring comfort with the app and web, changing branch culture towards digitally focused execution. Educated customers on digital self-service channels and acted as a brand ambassador.
Technical Advisor
Conduent (Apple Support UK)
Nov 2016 - Dec 2017 (1 year 1 month)
Provided technical support for a multi-international company, troubleshooting phones and computers remotely. Booked Genius Bar reservations, restored backups, and updated software.
Training Facilitator
Merchants - Cell C
Mar 2015 - Oct 2016 (1 year 7 months)
Trained new agents and upskilled existing agents on new products, promotions, and system changes. Compiled learning bank reports, WSP, ATR, utilisation reports, and evaluation forms.
Team Leader
Merchants - Cell C
Dec 2014 - Mar 2015 (3 months)
Managed a team of 15 call centre agents to ensure quality of delivery meets standards. Tracked operational performance scorecards and compiled reports for business updates.
Customer Service Agent
Cell C
Dec 2014 - Mar 2015 (3 months)
Provided customer service support to Cell C Technical, Hybrid, and Post-paid contract customers at the inbound call centre. Initiated corrective actions to maintain excellent service standards and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Merchants
Trainer (Future leaders), Training
2016 - 2016
Completed the Trainer (Future leaders) qualification, covering modules in plan and prepare, facilitation, review and evaluate.
Chartal Business College
117871 Facilitate learning using a variety of given methodologies, Facilitation
2016 - 2016
Completed the SETA-accredited qualification 117871 Facilitate learning using a variety of given methodologies, covering modules in plan and prepare, facilitation, review and evaluate.
Harambee Youth Employment Accelerator
Work for work bridging program, Bridging Program
2013 - 2013
Completed the Work for work bridging program.
Barnato Park High School
Grade 12 (Matric), General
2012 - 2012
Completed Grade 12 (Matric) with subjects including English, Life Orientation, Mathematics, Life Science, Physical Science, Afrikaans, and History.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Job categories
Skills
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